Danette Lang Email & Phone Number

Groveport, Ohio, United States

Columbus, Ohio Metropolitan Area

• Troubleshoot and customer education for internet/email/apps/voice services and features. *Received CIPA award for top 10%*• Provide updates to knowledge base articles on SharePoint site and troubleshooting flows.• Troubleshoot or customer education for internet service and features (self-install, security suite, TV apps, Apple TV, system compatibility, correcting settings by logging into modems and routers).• Troubleshoot or customer education for voice service and features… Show more • Troubleshoot and customer education for internet/email/apps/voice services and features. *Received CIPA award for top 10%*• Provide updates to knowledge base articles on SharePoint site and troubleshooting flows.• Troubleshoot or customer education for internet service and features (self-install, security suite, TV apps, Apple TV, system compatibility, correcting settings by logging into modems and routers).• Troubleshoot or customer education for voice service and features (self-install, porting/rate center/E911/order on hold issues-existing accounts, incomplete third-party verification).• Providing full product support for Charter Email including, but not limited to: email address setup through My Account, password creation/resets, email navigation, use of selfcare site for email account features. Show less

Columbus, Ohio Metropolitan Area

• Assist agents with Grange Agent/Gainweb/Bridge issues and customers with My Grange and My Integrity account issues; • Conduct Adobe Connect sessions to review agent system issues;• Document processes on SharePoint site.• Clear PMS and mainframe errors and prefill rejects; • Respond to queue items from agents and customers; • Utilize CRM and CCE for calls and chats;

Dublin, Ohio, United States

Patient Care Advocate 9/13 to 1/14• Place and receive doctor and patient calls to clarify prescriptions (includes data entry and spreadsheet maintenance) – stats that exceed department average, received quality champion award, Green Belt on customer service program.Prescriber Contact Center CSR 11/09 to 8/13• Triage patient prescription requests (online system) while taking inbound calls for prescription clarification from doctor offices and patients.Prescription Benefits… Show more Patient Care Advocate 9/13 to 1/14• Place and receive doctor and patient calls to clarify prescriptions (includes data entry and spreadsheet maintenance) – stats that exceed department average, received quality champion award, Green Belt on customer service program.Prescriber Contact Center CSR 11/09 to 8/13• Triage patient prescription requests (online system) while taking inbound calls for prescription clarification from doctor offices and patients.Prescription Benefits Specialist 9/07 to 10/09• Placed outbound sales calls to provide benefits information and encourage patients to utilize their mail order prescription benefits – received awards for attendance and 100% quality. Show less

Dublin, Ohio, United States

Systems Analyst 9/99 to 7/02• Analysis, testing and documentation for agent auto insurance applications, including Mercury testing tools (especially Winrunner).

Dublin, Ohio, United States

Vendor Management and IT Training Consultant• Developed and managed the contractor placement process serving as liaison between management staff and consulting firms.• Developed and implemented a new standard agreement with vendors.• Led a team to develop an information systems orientation program including manual, which the Senior Vice President decided we should send all employees through (not just new hires). This phase was completed during summer quarter.• Researched… Show more Vendor Management and IT Training Consultant• Developed and managed the contractor placement process serving as liaison between management staff and consulting firms.• Developed and implemented a new standard agreement with vendors.• Led a team to develop an information systems orientation program including manual, which the Senior Vice President decided we should send all employees through (not just new hires). This phase was completed during summer quarter.• Researched various training options for employees as requested, which has included customized training programs (e.g., setting up a project management program that meshes with the company’s development model). Show less

Denver, Colorado, United States

• Developed a web page for employees to obtain training information.• Managed activities of employee Career Resource Center, including support of employees using library resources, computer software, and resume writing.*Received awards for brown bag lunch presentations & employee fair table* • Recruited qualified systems and medical professionals through participation in job fairs, career fairs, on-campus interviews, and networking.• Processed applicants and hires using the… Show more • Developed a web page for employees to obtain training information.• Managed activities of employee Career Resource Center, including support of employees using library resources, computer software, and resume writing.*Received awards for brown bag lunch presentations & employee fair table* • Recruited qualified systems and medical professionals through participation in job fairs, career fairs, on-campus interviews, and networking.• Processed applicants and hires using the employment process and an HRIS system – ROSS and conducted online security background checks. Show less

Columbus, Ohio Metropolitan Area

Programmer Analyst 10/93 to 3/96, 6/88 to 5/90• Led project teams for output solutions (DocuMerge and DJDE), including a Human Resource Profile for use on an HRIS system – Peoplesoft; Loaded, verified, and tested lots of forms to various applications. • Managed several administrative tasks (e.g., team member training, customer training schedule, and team interviews) as part of a self-directed work team• Programmed, tested and documented solutions (mostly mainframe… Show more Programmer Analyst 10/93 to 3/96, 6/88 to 5/90• Led project teams for output solutions (DocuMerge and DJDE), including a Human Resource Profile for use on an HRIS system – Peoplesoft; Loaded, verified, and tested lots of forms to various applications. • Managed several administrative tasks (e.g., team member training, customer training schedule, and team interviews) as part of a self-directed work team• Programmed, tested and documented solutions (mostly mainframe applications and agent personal computers) COBOL, DocuMerge, REXX, CLIST, DJDE, JCL, Mercury testing tools (especially Winrunner), and have some knowledge of IMS, CrossView Plus, LOTUS 1-2-3, SAS, and RPG. Applications included: Agency Office Automation – Commercial Blanket Protector and Personal Auto, Back-end print application for PeopleSoft HRIS, Documerge billing applications, and business applications for grocery chain. Show less

Columbus, Ohio Metropolitan Area

IT Recruiter (Talent Acquisition Specialist) 5/90 to 10/93• Recruited qualified systems and medical professionals through participation in job fairs, career fairs, on-campus interviews, and networking.• Led and organized successful open house events – one of which resulted in 17 experienced IT professional openings and received a SOAR award (Service Over & Above Reward). • Processed applicants and hires using the employment process and an HRIS system… Show more IT Recruiter (Talent Acquisition Specialist) 5/90 to 10/93• Recruited qualified systems and medical professionals through participation in job fairs, career fairs, on-campus interviews, and networking.• Led and organized successful open house events – one of which resulted in 17 experienced IT professional openings and received a SOAR award (Service Over & Above Reward). • Processed applicants and hires using the employment process and an HRIS system – ROSS and conducted online security background checks and conducted reference checks.• Counseled and trained managers in hiring practices.• Conducted customer service meetings with hiring managers, creating a partnership and learning about skills needed for these jobs to assist with staffing them.• Analyzed systems professionals starting salaries and set salary guidelines for entry-level systems professionals with the compensation manager.• Counseled and trained employees and high school students in professional and educational matters.• Led the development of an online background check system eliminating the use of paper and fax costs, which was recognized with a SOAR award (Service Over & Above Reward).• Led the development of the first online job posting system and developed an upgraded referral program SOAR award (Service Over & Above Reward).• Have created sourcing systems using MS-excel and access, used various tools to search databases for candidates (similar to Brass Ring) and understand the coding behind the tools to help with my searches.• Developed advertisements for placement in various mediums. Show less