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Jennifer Parnell

Operations Support Analyst

Education

Jul 2012May 2014

Associate of Science (A.S.)

South Suburban College
Concentration in Management Information Sytems, and Business Management.

Work experience

Sep 2014Present

Merchandiser

TNG
  • Quality display of stock
  • Compile returns for credit
Sep 2010Present

Event Specialist

The Party Connection Events
  • Set up event equipment / display
  • Insure safety requirements are met
  • Distribute promotional items
  • Cordinate transportation of equipment and supplies
Apr 2010Jun 2010

Enumerator

US Census Bureau
  • Verified census information
  • Completed required paperwork
Jun 2002May 2008

Business Analyst

Palmetto GBA / Blue Cross Blue Shield of SC

Business Analyst

  • Monitor 1800 MEDICARE call center to insure call routing numbers (ACD's) are logged in or out at the correct time, to insure Palmetto GBA, LLC met contractual agreements.
  • Reporting to Centers for Medicare and Medicaid Services for customer service representatives login time on phones
  • Develop and maintain database in MS Access for Correspondence team work flow and tracking
  • Create written job procedure documentation for ISO 9000

Operational Support Analyst

  • Help desk support for Siebel 7.7 Next Generation Desktop and 1800 Medicare telephony issues Log help desk requests into Access Database
  • Assign automatic call distributor (ACD) numbers to customer service representatives, set-up internally and communicate with outside vendors to insure call routing in Genesys Cloud
  • Local System Administration for Siebel 7.7 NGD for Palmetto GBA user accounts
  • Audit system access for desktop and telephone to insure system security
  • Presentations and training users for new systems information

Team Leader

  • Monitor daily work flow for up to 5 lines of business and up to 32 team members in the deposits departments for TRICARE Finance contracts
  • Verification of daily deposits
  • Compile weekly, monthly and annual reports utilizing Microsoft Excel and Word
  • Quality check of associates work performed
  • Communicate with internal and external customers for issues and resolutions
  • Verify time sheets for completeness and accuracy for team members prior to supervisor approval
  • Create job procedure documentation for both Business Continuity Plan and ISO 9000

Skills

Process Improvement
Help Desk Support
Requirements Gathering
Systems Analysis
Time Management
Crystal Reports
SQL
MS Project
Software Documentation
Analysis
Call Center
Access
Training
Databases
Business Analysis
Requirements Analysis
System Administration
Troubleshooting
Workflow
Written & Oral Presentation Skills
Oral & Written Communication Skills
Customer Service
Iso 9000
Accurate Data Entry
Account Reconciliation
Problem Solving
Siebel 7.7 Next Generation Desktop
Quality Auditing
Access Database
HIPAA
Team Leadership
Technical Support
Training Delivery
Coaching
Microsoft Office 2007
Microsoft Word
Microsoft Excel
Health Insurance
Web Applications
Teamwork
Customer Satisfaction
Visio
Document Management