Customer Service Software
Resume:
KIMBERLEY D. ABRAMS
Moody, Al. *5004
Phone: 205-***-****
email: abk3so@r.postjobfree.com
OBJECTIVE: To secure a position with an organization offering the
opportunity for personal and professional growth commensurate with
performance in a teamwork atmosphere.
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE 2
Wells Fargo Bank 07/2009 - Present
Take inbound phone calls in call center environment Provide incoming
telephone assistance to financial customers regarding fraud activity on
their personal/business checking accounts. Provide solutions to prevent
future suspicious activity and resolve financial issues as needed with
customers. Research financial details of account activity, act as a liaison
for customer and merchant to resolve fraud issues according to Federal
Laws and Reg-E rules. Input information into system database for tracking
purposes. Work with other personnel to ensure requested documentation is
received and processed accurately.
Contact Supervisor: yes Name: Tammy Jackson 205-***-**** Fulltime
Employment 40 hours
2 N. Lakeshore Drive Birmingham, Alabama 35209
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE (part-time)
DST Health Solutions Systems / Bank of America 09/2008
- 06/2009
Provide healthcare solutions to Bank Of America banking members / employees
on healthcare plans such as HSA/HRA/DCFSA/ FSA and other healthcare or
investment information. Ensure that all members plans and enrollments are
processed and in compliance with Internal Revenue Service, HIPPA guidelines
and regulations and Company Corporate Policies. Update member information
as needed, enroll new members into various plans, set up member accounts,
make corrections to account as necessary. Provide assistance with debit
card usage and research any possible fraud activity on account. Provide
assistance to claims and verification of information related to submission
of claims, substantiation forms. Research payment request, explain
approval / denial of claims.
Contact Supervisor: yes Name: Ransom Gardner 205-***-**** Part-time
Employment 35 hours
2600 Resource Drive Birmingham, Alabama 35242
SOFTWARE SUPPORT TRAINER / BUSINESS ANALYST
Bayside Business Solutions 11/2007 - 07/2008
Deliver presentations, stand up training or instructions to staff,
management, clients or the general public. Design and/or prepare
training/instructional material, teaching aids and devices. Monitor and
evaluate operations, programs, processes and/or practices for quality and
effectiveness. Make recommendations for improvement. Act as a liaison or
resource to client to provide information or determine the most effective
way of meeting the needs of management, staff, clients or customers.
Provide telephone support to clients who utilize the software regarding
troubleshooting internal errors, database problems, printing, or answer any
questions as related to the software. Provide assistance with software
conversion and implementation for clients moving data into the new system.
Retrieved information to work on cases / issues with company based system
to analyze and process updates on root cause.
Contact Supervisor: yes Name: Jay McKinney 205-***-**** Full-time
Employment 40 hours
2 N 20th Street Birmingham, Alabama 35212
REMITTANCE ANALYST
SunGard 03/2007- 11/2007
Responsible for processing and posting of various plans such as
401A/401K/403B/457B and F retirement benefits contribution payments for
major client (TIAA-CREF) of SunGard Data Systems, Ensure that all
transactions are processed in compliance with corporate and industry
standards and reconciled against matching data. Maintain ownership and
accountability for assigned Defined Benefit plans. Enrolling new
participants into different types of contribution plans, setting up
allocation of funds based on monthly and bi-monthly payments. Updating name
corrections, address corrections, social security corrections, and
reviewing enrollment eligibility.
Contact Supervisor: yes Name: Christine Chappell 205-***-**** Full-time
Employment 40 hours
104 Inverness Center Place Birmingham, Alabama
APPLICATION SUPPORT
Source Medical Solutions 10/2006 - 03/2007
Provide telephone support to rehabilitation facilities world wide on
clinical software involving scheduling software, patient documentation, and
clinician admin software, provides on-call support for customer technical
inquiries outside of normal office hours as required. Interact with all
appropriate internal groups to assure all materials and activities are in
compliance with standards and regulatory agency requirements, such as
HIPAA.. Adhere to knowledge of QSRs, HIPAA Guidelines. Provide training to
clients as needed on software application, as needed. Used Remedy ticketing
system to analyze and process updates and root cause.
Contact Supervisor: yes Name: Stephanie Cheatham 205-***-**** Full-time
Employment 40 hours
100 Grandview Place Birmingham, Alabama 35242
BUSINESS ANALYST
Blue Cross Blue Shield of Alabama 10/2005 -
10/2006
Provide technical support in call center environment supporting Blue Cross
Blue Shield employees in various states regarding desktop, new installation
of software, connectivity and accessibility problems associated with
desktop, printer set-up, passwords as well as internal corporate
applications. Other scope of duties included includes departmental
installations, hardware, software support, training, printer setup,
administration, configuration, telecom (telephone) and management authority
for various systems and hardware/software. Used Magic (Remedy) software for
ticketing system.
Contact Supervisor: yes Name: Priscilla Allen 205-***-**** Temporary
Employment 40 hours
405 Riverchase Parkway Birmingham, Alabama 35244
APPLICATION / PRODUCTION SUPPORT SPECIALIST
Bellsouth Telecommunications 04/2003 - 2/2005
APPLICATION SUPPORT. For nine product suites, provided 2nd tier support for
customer inquiries including functionality questions and issues; 2nd tier
support for system outages including Crisis Management, Escalations, Outage
Notifications, Root Cause Analysis, Reporting and Impact Analysis in a
regulated environment subject to heavy penalties. Monitoring of systems'
health and status including troubleshooting and correcting system alarms.
Worked directly with 1st level customer support, EDS, product development
teams, and management as necessary to get issues identified and resolved.
Served as member of rotating 24/7 On Call group. Developed job aids to
assist in providing support and assisted other employees with providing
UNIX support. Assisting with writing system requirements, User
requirements. Used REM software for ticketing system.
Contact Supervisor: yes Name: Calvin Griffin 205-***-**** Contractor w/
extended contact (Accenture)
1 Corporate Drive Birmingham, Alabama 35244
BUSINESS ANALYST (Helpdesk)
Bell South Telecommunications 03/1998 -
7/2002
Providing telephone support within a helpdesk environment for all
Southeastern Employees of Bell South Telecommunications (200,000 user in 9
states) offering initial diagnostics on connectivity and accessibility
problems associated with desktop, Local Area Network, Wide Area Network,
ISDN, VPN, DSL, RAS, Midrange and Mainframe platforms. Troubleshooting
modem connectivity and access problems for Internet or Intranet web sites,
Corporate & Commercial Software, Conduct basic diagnostics and
troubleshooting communications media problems. Problems also include
security password and account issues for LAN and WAN, TCP/IP. Supervised &
trained employees, address complaints as necessary, and resolving problems.
Documented and Provided training for ISO9000 Compliance to associates of
the company. Used REM software for ticketing system
Contact Supervisor: yes Name: Edith Aguillard 205-***-**** Contractor
w/ extended contact (EDS)
1876 Data Drive Birmingham, Alabama 35244
EDUCATION & CREDENTIALS
JEFFERSON STATE COMMUNITY COLLEGE - Birmingham, Al 1992-1994
Major: Business Administration / Computer Information Systems
PROFESSIONAL QUALIFICATIONS
. Five or more years of experience providing customers technical (hardware,
software) support.
. Knowledge of business administration, customer service and application
support
. Experience training customers or end users in the use of software or
hardware
. Ability to communicate technical information coherently, both verbally
and in writing, to peers, and all levels of management.
. Ability to manage (plan, organize, accomplish and follow up) on all
assignments.
. Ability to maintain a friendly and professional attitude with others
(customer and other employees) regardless of situation.
. Ability to perform multiple tasks.
. Train customers (by phone or via email) on internal corporate software or
specified 3rd party applications
. Research and trouble shoot any technical (hardware, software, coding)
issues either by reviewing manuals, discussing with other staff or
contacting 3rd party sources including scripting, recoding the
application or making modifications as necessary.
. Continue improvement of technical knowledge and ability.
. Experience in researching, creating and documenting training manual
written material on various applications for team.
Contact this candidate