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| Desired Industry: Customer Service/Technical Support |
SpiderID: 8429 |
| Desired Job Location: Irving, Texas |
Date Posted: 8/24/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: Immediately |
| Desired Wage: 35000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: No |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
To be placed with a growing company where I can continue to learn, take on additional responsibility, and contribute to company's growing using my extensive experience.
Experience:
GRETCHEN SPICE
1813 Dorothy Drive * Grand Prairie, TX 75051 * 800-754-3871 primary * 972-264-9081 alternate * gretchen2391@sbcglobal.net
Qualifications for Administration/IT/Customer Support
Offers over 15 years of experience spanning systems implementation and issue resolution, along with mainframe/operating systems security access management and claims transaction administration. Skilled in processing and streamlining productivity in support of maximizing revenue potential. Adept at efficiently identifying problems, providing effective troubleshooting advice and technical solutions to facilitate top-notch operations and achieve high customer satisfaction. Possesses a proven track record of successful new business launch documentation and implementation. Additional core competencies include user training, technical documentation, research, and customer relations.
PROFESSIONAL EXPERIENCE
TRAVELERS INSURANCE CO./GULF INSURANCE CO. 1987-2005
Highlights:
* Administered security access throughout the organization’s mainframe, including providing customers with temporary passwords for LAN, PAC, and GUS.
* Assisted in providing companywide notification regarding outages via internal/external broadcast systems for each region, minimizing the impact of outages/downtime on client operations.
* Aided in writing the Help Desk manual, providing an up-to-date and straightforward resource for associates.
* Identified discrepancies regarding workers’ compensation rates, recreated test region problems, and corrected rate tables.
* Increased issue resolution time and ensured customer satisfaction by recreating problems in the test region.
* Played a key role in the development of all workers’ compensation rate tables, transitioning the tables to production in a timely manner.
* Contributed to authoring the Claims Pac manual.
* Created all reports for major losses, in excess of $50K, and distributed related information to management on a daily basis.
Customer Support Analyst 2001-2005
Functioned as a point-of-contact between the company and the customer, ensuring the timely and consistent flow of information as well as efficient response to customer issues in support of high customer satisfaction. Identified and executed effective resolutions for customer problems on the GIS system. Collaborated with 3rd party coworkers to eliminate the need to escalate problems to the next level.
Business Analyst 1997-2001
Evaluated and entered data into the system, including workers’ compensation rates, endorsements, assessments, and surcharges. Fostered positive relationships with a diverse client base to increase customer retention. Employed in-depth knowledge of and experience in documenting, testing, and implementing new lines of business, including D&O, E&O, and Fidelity. Discussed the progress of updates/corrections transitioning into production during weekly consultations with project managers. Collaborated with the development team to interpret the requirements proposed by customers to enhance operating systems. Provided support and troubleshooting services for end users.
Claims Administrative Representative 1987-1997
Oversaw diverse claims transaction processing involving medical expenses and loss payments. Completed all facets of draft/check and escheat reconciliation. Researched files and communicated with claimants, policyholders, and medical facilities regarding the management and reissuing of checks un-cashed after a one-year period, consulting with adjusters as needed. Pooled data from monthly claims/expense reports and developed spreadsheets for upper management.
CORE LABORATORIES Prior-1987
Engineering Technician: Assembled oil and gas reports in preparation for mailing to clients.
Word Processor: Typed oil and gas reports from written documentation in English, Spanish, and French for petroleum engineers and geologists. Frequently word processed legal documents for the corporate attorneys.
Secretary/Transcriptionist: Served as a secretary for four to five managers. Transcribed letters and proposals. Arranged all domestic and international air transportation.
TECHNICAL PROFICIENCIES
Operating Systems: OS2; Windows; System Test; Model Office; Production; CICS; RACF; TSO
Software: MS Office Suite; Lotus Notes; DBase
KEYWORDS: claims, claim, accurately, rims, errors, trizetto, resolution, support, amisys, correct, providing, analyst, premium, adjudicate, effective, documentation, documented, allstate, expertise, technical, accurate, analysts, affected, testing, in-depth, batch, insurance, ad-hoc, basis, results, procedural, erisco, environments, systems, identified, party, adhoc, provided, verified, system
Education:
Graduate of Samuel Clemens High School
San Antonio, TX
Skills:
MS Word, MS Excel, Lotus Notes, Word Perfect, 10 key - touch
Reference:
Business References
Tammie Tanner, Senior IS Consultant
St. Paul Travelers
Irving, TX
972-650-3048
tktanner@spt.com
Chris Windham, IS Consultant
St. Paul Travelers
Irving, TX
jwindham@spt.com
972-650-2856
Kacy Dobson, IT Manager
St. Paul Travelers
kcdobson@spt.com
972-650-3004
Personal References
Werner Matherne, Airline Pilot
American Airlines
Dallas/Fort Worth, TX
kwm718@hotmail.com
214-476-1019
Sharon Conklin, Information Specialist
EDS
Plano, TX
sharon.conklin@eds.com
972-605-4917
Margaret Chapman, Child Care Provider
Child Care Business Owner
Grand Prairie, TX
larry_neal@sbcglobal.net
972-264-4174
Candidate Contact Information:
| Name: Gretchen Spice |
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| Street: - |
Phone: 800-754-3871 |
| City: Grand Prairie |
Fax: - |
| State: Texas |
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| Zip: - |
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| Web Site: |
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