Helpdesk Support/Customer Service Specialist Resume Annapolis, MD - Hire IT People

SUMMARY:

Extensive background in Managed Care/Health Insurance, Customer Service and Administrative Functions, with particular expertise in:
Strong analytical skills Word, Excel, PowerPoint, Access spreadsheets prep
Leadership/Supervisory skills Written & Verbal Communication/Correspondence
Customer relationship retention Several Years Call Center Supervison

PROFESSIONAL EXPERIENCE:

Confidential, Annapolis, MD

Helpdesk Support/Customer Service Specialist

Responsibilities:

Support the implementation and delivery of new software products to new users
User acceptance testing of web based applications pre - implementation
Provide new user information on products and new deployments
Communicate with senior management and agencies on operational activities and decisions and policy changes/implementations
Representative for team in administrative meetings
Provide trending reports based on inquiries and requests from clients and vendors
Prepare correspondence to users and agencies on account status, billing and general tech support

Confidential, Washington, DC

Operations Technical Support Supervisor

Responsibilities:

Elicited, analyzed, reviewed and documented the needs of business or user
Validated and verified requirements provided by end user
Communicating needs to resolutions to IT and system developers
Monitoring of employee performance and provide feedback as required
Acted as liaison for department on managerial decisions and company changes/updates
Established, interpret and advised on departmental policies and procedures
Staff support on complex issue resolutions to resolve discrepancies with deployments

Confidential, Owings Mills, MD

Enrollment and Billing Supervisor

Responsibilities:

Confidential, White Marsh, MD

Call Center/Customer Service Supervisor

Responsibilities:

Identified areas for improvement and develop action plans and programs for same
Plan, organize and direct the activities and workload of assigned staff
Disseminate program information to enhance the knowledge of assigned staff through the development of Standard Operating Procedures and Policy updates.
Collect and provide information for use in management reports and staff guidance
Development of training manuals for newly hired telephone representatives
Interview potential candidates and make recommendations for hire

Confidential, Baltimore, MD

Call Center/Customer Service Manager

Responsibilities:

Responsible for staffing and daily management of a team of 12-20 Scheduling Representatives charged with the scheduling of Radiological Examinations.