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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEa href="/employers/register">LINKEDIN LINK AVAILABLEData Analysis IT Support Customer ServicePROFESSIONAL SUMMARYAnalytical professional with a strong foundation in data science, technical support, and troubleshooting. Proven ability to deliver actionable insights through statistical methodologies and visualization tools. Experienced in providing customer support and ensuring systems are operational, while being consistently recognized for exceptional performance and problem-solving skills.Successfully delivered high-quality technical support to internal and external customers while ensuring compliance.Recognized as a top performer for 3 consecutive years for exceeding performance metrics.Improved revenue by 15% by promoting upselling strategies, specifically Verizon Protect.Achieved a stellar 100% satisfaction rate and reduced customer callbacks through effective issue resolution.AREAS OF EXPERTISEData Analytics & Visualization System Support Predictive Modeling Data Cleansing Technical Troubleshooting Big DataQuantitative Research Data Transformation Data Governance Technical Support Customer Relationship ManagementDesktop Support Project Management Metadata Management Data Lifecycle Management Hypothesis Testing System SecurityPROFESSIONAL EXPERIENCEPALMETTO GBAEDI Operations Associate Feb 2024 PresentEnsure seamless electronic data interchange processes for the healthcare industry affiliated with Medicare and Medicaid by providing comprehensive technical support, resulting in improved operational efficiency and data accuracy.Deliver first-level technical support to a diverse customer base within the submitter community for electronic data interchange (EDI) submissions, ensuring timely resolution of technical issues and enhanced customer satisfaction.Enhance internal operations by conducting in-depth analysis and research into EDI-related issues, aligning with business contract requirements and optimizing technical support processes for improved efficiency.Provide timely and high-quality technical support to both internal and external customers, addressing a wide range of insurance contract needs and ensuring compliance with industry regulations and standards.Support critical communication interfaces and transactions essential for insurance law compliance, including claims processing, remittance advices, eligibility inquiries, enrollment, and premium payment functions.Maintain strict adherence to all current formats and transactions mandated by law and client lines of business, ensuring data integrity and compliance with regulatory requirements.Play a key role in the setup of electronic transaction submissions, processing enrollment applications, updating system files, and managing customer notifications while facilitating efficient data exchange processes and customer communication.Provide valuable guidance to clients on necessary corrections and routine changes to claim and file information, ensuring compliance with legislative changes and business requirements, leading to improved data accuracy and compliance.Act as a liaison between Medicare and beneficiary providers, facilitating necessary adjustments and educating clients on regulatory updates, fostering strong relationships and ensuring compliance with regulatory guidelines.VERIZON WIRELESS Elgin, SC/RemoteTechnical Support Expert Jan 2013 Aug 2023Consistently recognized as a top performer from 2020 to 2022 for surpassing performance metrics, resulting in increased customer satisfaction and operational efficiency.Grew revenue 10% to 15% and enhanced customer satisfaction by spearheading upselling strategies and strategically promoting additional services like Verizon Protect.Minimized departmental handoffs by 3% through proactive training initiatives and guiding agents on Tier-1 troubleshooting, contributing to streamlined operations and improved customer experience.Strengthened long-term customer relationships and profitability by maintaining high customer service standards, prioritizing data security, and fostering trust within the customer base.Demonstrated exceptional teamwork by aligning actions with company values, streamlining processes, and achieving shared objectives, showcasing strong communication and organizational skills.Boosted customer loyalty and profitability by proactively addressing customer inquiries, providing customized solutions, and identifying opportunities for upselling, leading to increased customer engagement and revenue growth.Technical Support Agent Level 1 June 2011 Dec 2012Attained 100% satisfaction rate and reduced customer callbacks by managing and monitoring customer inquiries through a ticketing system, ensuring prompt issue resolution and proactive follow-ups for optimal customer satisfaction and retention.Enhanced brand value and customer comprehension by proactively identifying customer requirements, delivering tailored solutions, and educating customers about the company's offerings, leading to increased customer loyalty and engagement.Provided top-tier customer support for voice and data products, consistently achieving high customer satisfaction by effectively diagnosing and resolving hardware, software, and application challenges for both internal and external users.Successfully diagnosed and resolved issues related to device provisioning and PC operating systems, focusing on device manager and TCP/IP configurations, resulting in improved system functionality and customer experience.EDUCATIONBachelor of Science in Data Science/Project Management 2024Southern New Hampshire University Manchester, NHTECHNICAL SKILLSMicrosoft Office Suite CRM MS Project Management Python SQL Google Workspace TableauLANGUAGESEnglish (Fluent) Spanish (Fluent) |
