⦁ Manage support in-box and incoming calls for start-up Company.⦁ Create and implement operations, and performance standards for IT team.⦁ Resolve customer issues and complaints elevated to leadership as necessary.⦁ Works with other team leaders to develop a platform to resolve customer issues.⦁ Participate in application rollout to new customers.⦁ Review monthly activity logs and proactively contact the customer base about potential issues.

⦁ Directly supervised 13 employees. Reviewed individual and team productivity, work quality, performance and initiated corrective action as needed.⦁ Managed, processed, and reviewed timesheets, payroll, and daily attendance of Call Center employees.⦁ Ensured implementation of Call Center policies, operations, and performance standards.⦁ Resolved customer complaints elevated to leadership as necessary.⦁ Worked with other team leaders to develop new and more efficient processes to… Show more ⦁ Directly supervised 13 employees. Reviewed individual and team productivity, work quality, performance and initiated corrective action as needed.⦁ Managed, processed, and reviewed timesheets, payroll, and daily attendance of Call Center employees.⦁ Ensured implementation of Call Center policies, operations, and performance standards.⦁ Resolved customer complaints elevated to leadership as necessary.⦁ Worked with other team leaders to develop new and more efficient processes to maintain quality.⦁ Participated in multiple launch teams for development geared toward product enhancement and regression testing between development and technical support teams.⦁ Perform requirements analysis, test cases, process change requests, and manage a project’s scope, acceptance, installation, and deployment.⦁ Document updates and manage stored documentation.⦁ Provide leadership, training, coaching, and guidance to internal teams and external customer base. Show less

⦁ Averaged 15-30 calls a day in a call center. ⦁ Experience with Aspen student information system(SIS) and Destiny library automation system.⦁ Knowledge of Ireport, Java source, and XML.⦁ Worked with barcode scanners and troubleshooting of barcode symbologies.⦁ Dealt with a broad range of questions concerning library cataloging and reading programs.⦁ Troubleshoot automated backups, conversions, and updated databases.⦁ Experience with installation and troubleshooting SQL… Show more ⦁ Averaged 15-30 calls a day in a call center. ⦁ Experience with Aspen student information system(SIS) and Destiny library automation system.⦁ Knowledge of Ireport, Java source, and XML.⦁ Worked with barcode scanners and troubleshooting of barcode symbologies.⦁ Dealt with a broad range of questions concerning library cataloging and reading programs.⦁ Troubleshoot automated backups, conversions, and updated databases.⦁ Experience with installation and troubleshooting SQL Server database.⦁ Provided customized and personal support to internal and external customers while maintaining the highest level of customer satisfaction and building relationships with them. Show less

⦁ Primary point person between operations, payment posting and client support for high revenue clients.⦁ Responsible for instituting and maintaining policies between the AR Team and the client.⦁ Experience with ANSI4010 and ANSI5010.⦁ Continued experience in HIPAA compliance.⦁ Responsible for reporting, detailed analysis and troubleshooting of format issues between RMS and the clearinghouse.⦁ Took part in a project that led the client to gain an additional million dollars in… Show more ⦁ Primary point person between operations, payment posting and client support for high revenue clients.⦁ Responsible for instituting and maintaining policies between the AR Team and the client.⦁ Experience with ANSI4010 and ANSI5010.⦁ Continued experience in HIPAA compliance.⦁ Responsible for reporting, detailed analysis and troubleshooting of format issues between RMS and the clearinghouse.⦁ Took part in a project that led the client to gain an additional million dollars in revenue a month.⦁ Scripted step by step instructions on a temporary resolution for coding issues with the system. Show less

Worked with office to setup computer system and applications for patient information and claims.Installation and configuration of local and network printers.Setup data backup for daily backups.Troublshoot issues with claim payments.Worked at front deck doing light administration work and patient scheduling.• Responsible for daily setup and closing assignments

Responsible for uploading and mapping of XML files into data base.Continued knowledge in specification gathering, analysis and documentation.Extended experiance with troubleshooting Sequel server database and extracting information from database.Calling potential customer base for meetings.Managing Sales program.

Experience with library automation and Textbook management programs.Extensive experience in all forms of proprietary programs.Additional education in call center and remote support.Worked with Barcode scanners and troubleshooting of barcode symbologies.Dealt with a broad range on questions concerning library cataloging and reading programs.Troubleshoot automated backups, conversions and updating of databases.Experience with installation and troubleshooting Sequel… Show more Experience with library automation and Textbook management programs.Extensive experience in all forms of proprietary programs.Additional education in call center and remote support.Worked with Barcode scanners and troubleshooting of barcode symbologies.Dealt with a broad range on questions concerning library cataloging and reading programs.Troubleshoot automated backups, conversions and updating of databases.Experience with installation and troubleshooting Sequel Server database.Averaged 30 calls a day in call center92% First call resolution. Show less