SUMMARY:

• I consider myself an analytically driven, cross - functional representative who consistently strives to improve the Confidential department of a company.
• This is elegantly achieved by my strong skill sets in troubleshooting, technical support, billing inquiries, and problem solving which are all used when working in the Confidential environment.
• I also possess the ability of determining needs for additional services to support business objectives. Ideally, I would like to work for a company that will allow me the opportunity to utilize the skills I have obtained through my work experience as well as grant the opportunity to gain additional experience in the project management profession.
• Manage daily Confidential process and resolve issues for all Confidential related transactions.
• Hands-on role requiring experience in development for Confidential related systems.
• Responsibilities include system support, mapping, setup, and configuration for Confidential systems.

TECHNICAL EXPERIENCE:

OS(s): Windows XP/Vista/7/10

Software: Office 2007 and 2010, Project 2007, Kofax

Languages: Java, SQL, HTML, Visual Basic 2005

Database: Oracle

ICOMS: JD Edwards / REX Systems/CRM, Experience with ASNI X12 810, 850, 856, 855, 852, 824, 860, 753, 753, Files, EdiSoft / Sage AccPac 5000 Systems, GXS/Business Exchange Connections, Sterling IBM

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Specialist

Responsibilities:

• Obtained customer specifications for new Confidential requests or changes
• Assisted with determining if request is within Confidential ’s standard Confidential transmission offerings
• Prepared mapping specifications for new Trading Partner set up as well as existing customer changes (commonly 850, 856, 810)
• Coordinate and preform set up in preparation for testing
• Coordinate testing between Account Coordinators and IT, ensure all scenarios are tested
• Review raw data results with appropriate partners (customer service, AC, AR etc.) and ensure data is approved.
• Root cause/resolve level 1 Confidential issues
• Read raw data and compared with customer specifications to ensure customer is receiving correct data
• Worked with IT and 3 rd party(Sterling IBM) on issues requiring extensive map/system changes to resolve any issue.
• Tested and approve map/system changes.
• Research and resolve chargeback and errors resolution for customers, Plants and AR.
• Review for reasonability and determine and root cause, and prevention
• Document Business System Rules, Process Flow Work Instructions (two to three times per year)
• CPI’s
• Provide systems and administrative support to internal departments
• Customer Care
• Scrub data and correct errors
• Preform data scrubs prior to on boarding
• Information Technology
• Submit tickets based on IT requirements for Confidential request, new setup and errors
• Work in conjunction with IT to test and approve changes and new set ups
• Accounts Receivable
• Correct and resend invoices
• Provide raw data when requested
• Sales
• Gather customer requirements, review and determine if there are special needs
• Obtain financial data for prioritization
• Record details of issues, requests, inquiries, comments and complaints in Customer Relationship Management System as well as actions taken (most of the details cannot be updated in the CRM. Most of the details are document in the project plan).

Confidential, Charlotte, NC

Support

Responsibilities:

• Manage the daily Confidential process; administer the Confidential environment(EdiSoft) in conjunction with ERP System (Sage AccPac 500, Windows)
• Processed 850,856,810,860,855,852,824,820 transmission files for customers(Walmart, Walmart.com, Walmart Canada, Toys R US and Canada, Amazon, TSC, TSC Drop Ship, Shopko, Indigo, Midstates CoOp, Mills Fleet Farm, Meijer, Fred Meyer, Indigo, Target, Target Drop Ship, Costco US and Canada, Nordstrom, Do it Best, AAFES, ect)
• Set-up and maintain the Confidential process: new customers and items set-up, testing, mapping; labels set-up, errors/rejected documents, inventory
• Update and maintain Confidential procedures/contacts
• Set-up items into trade partner internal system for Confidential accounts
• Conducted research into Confidential issues and products as required
• Prepared and maintained item information for all Confidential accounts (item, inner and master dimensions information)
• Processed special Confidential related requests for key accounts, sales agents and account managers
• Processed orders, issue invoices and credit notes using ERP system
• Created new accounts, maintain existing accounts and generate necessary reports in AccPac system

Confidential, Charlotte NC

Customer Support

Responsibilities:

• Used JDE and REX systems in order to maintain troubleshoot, find root cause, and correct Confidential orders and issues.
• Worked with corporate clients such as but not limited to Walmart, Lowes, Sears, Home Depot, Amazon, TSC, AAFES
• Worked with 850, 810, 856 transmission files
• Assisted Confidential customers with obtaining basic customer service inquires as well as more complex issues requiring Confidential experience
• Worked with second level support to correct any issues that could not be resolved at the first level.
• Documented all information in CRM
• Assisted with the SOC(Sales Order Consolidation) conversion of customers from JDE to REX

Confidential, Columbia, SC

Dispatcher Operator

Responsibilities:

• Provide first level technical support and solutions to contracted cable technicians for Time Warner Cable while on site at customer’s residences.
• Distribute IT equipment and manage the inventory of IT assets within an asset tracking system.
• Ensure the availability of contractors for customers by acting as the first point of contact for incidents and service requests, rescheduling appointments when necessary.
• Capture pertinent information to create tickets, resolving cases where possible and escalating to Time Warner as appropriate.

Confidential, Columbia, SC

Clerical Office Support Rep

Responsibilities:

• Provide basic office support for a paramedical company that supplies examiners for life insurance physicals.
• Answer phones
• Process examination orders from insurance agents for their clients
• Fax examination paperwork to insurance companies
• Sorted paperwork received from the examiners for the insurance companies

Confidential, Columbia, SC

Technical Support Technician

Responsibilities:

• Provide technical/customer service for Confidential providers, billing services, and clearing houses in a call center environment.
• Assisted them with getting set up to bill claims electronically and receive electronic remittances.
• Set up included filling out enrollment paperwork, advising enrollment processing time and procedures, and verifying enrollment status.
• Provided technical support with PC ACE PRO 32 software provided by CMS for claims preparation.
• Vast experiences with finding long term solutions.
• Lead in resolution of application, hardware and software problems.
• Document call data into a tracking system and proactively followed up for customer satisfaction.
• Problem solving, analytical and decision- making skills to create a positive customer experience.
• Perform Tier 1 software and hardware support.

Confidential, Columbia, SC

DSL Save Agent

Responsibilities:

• Proactively follow through on escalated incidents to closure while diffusing customer’s frustrations by providing options and solutions.
• Troubleshoot and resolve problems related to hardware installation and networking for AT&T customers while driving value, awareness, retaining to ultimately up sell.
• Managed email accounts, wireless networks, and LANs for clients.
• Assisted with router configuration, multiple static IPs, and opening ports.

Confidential, Columbia, SC

Customer Service Representative

Responsibilities:

• Provided customer service support for 1-800- Confidential .
• Assisted customers with general Confidential claim inquiries.
• Gave customers information on the qualifications for obtaining Confidential insurance
• Advised on services covered by Confidential if deemed medically necessary

Confidential, Columbia, SC

Administrative Assistant

Responsibilities:

• Processed student financial aid verification applications.
• Updated and maintained Confidential ’s Financial Aid Database.
• Processed paperwork for tax purposes.
• Scanned tax documents in database for verification purposes.
• Input student information into the database for tracking purposes.