Application/ Technical Support

Gretchen Robinson

*** ****** **** **** #**

Amherst NH 03031

(H) 603-***-**** (Cell) 603-***-****

u32r4o@r.postjobfree.com

Skills: Computer: Microsoft Office Suite Access FoxPro SQL Prosper Raiser s Edge Citrix E-learning and training tools social media ftp vpn and web based applications

Business: Analysis Support Trainer Attention to detail Organized Multi-tasking Troubleshooting Professional Team player

Experience:

Polaris Direct Hooksett New Hampshire

Customer Support Representative

• Working with Clients in all Direct Mail expectations and ensure their experience results in high client satisfaction.

• Project management including timeline strategy budget error-free execution.

• work in a team environment in the production and delivery of direct mail programs from creative planning through execution. Responsible for direct client contact to review and approve client projects including the creative process managing production schedules timelines printing data processing postal requirements and client billing.

Brickmill Marketing Services Wilton New Hampshire

Technical Support Analyst

• Technical and client Support for inbound/outbound calls and email

• End-user support

• liaison between the business and technology groups

• Customer Service

• Data research and analysis

• Qualitative and quantitative analytical skills

• Prepares and Presents analytical data and recommendations to department leaders executive and board members including product enhancements statistics financials and best practices..

• Trains clients in applications and best practices

• Application Support Specialist for internal and external customers and vendors

• Designed and streamlined support initiative increasing customer satisfaction

• Product enhancement and testing

• Acquisition and Campaign management

• Direct Marketing

• Trainer (web based and on-site) curriculum development documentation evaluation/ wrote training manuals

• worked with development team on all software upgrades and roll outs

• liaison between development and other internal departments including Support Education Sales and Implementation.

• Project Management

• Product SME

• a domain expert and acts as a resource on features and operation of the software assists with or provides high level support to clients

• troubleshooting reported errors and software defects and researching and responding to Software Enhancement requests from clients

• documentation writer for design of new feature functionality.

• Provides the primary Beta support on applications software and coordinates Beta site updates

• Creates Reports/Queries including canned reporting

• Contract Management

• Batch Processing

• Identified need and designed and helped develop new company wide billing system documentation project contract management system

United Health /Oxford Health Plans Nashua/Hooksett New Hampshire 3/2001-12/2005

Coach III 7/03-12/05 (worked in both Nashua and Hooksett facilities)

• Trainer of claims applications and business rules to resolution analyst

• (Provider/Member) Client Service Specialist

• Documentation Specialist in research review and updating claim rule recommendations

• Data analysis and report generation

• Special Projects Team

• HIPAA regulatory team

• ICD-9 CPT DX code and billing

• Kronos

• Provider/ Member inquiry and appeal resolution

• Main Support for Resolution Department Supervise 3 teams of 15

• Customer Service irate contact

• Claims

• Auditing

• Several recognition awards with company INCLUDING Employee of the month quarter and consistent contributor

Teacher 1998-2001: Villa Augustina Goffstown New Hampshire; St.Peter s Home Manchester New Hampshire;

Kindercare Bedford New Hampshire; Substitute in Amherst New Hampshire

• Supervised Classroom aides and student teachers Curriculum development / lesson plans

• Set up weekly parent/ teacher news letter Implement and support software Internet access and computers for the teach through technology Program Lead parent teacher conferences and IEP meetings

Education: Microsmart Technology Solutions Bedford New Hampshire July 2000-Dec.2000

A six-month course on computer software and technical support.

Access Excel Word PowerPoint- A+certification HTML

Rivier College Nashua New Hampshire Graduated January 1999 Bachelor Degree

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