To further my career with a company that is driven by purpose, accountability and reliability.
Intelligence gathering tools, databases, methods and various software.
MS Office 2013
Support SpecialistFeb 2017 to Jul 2017 CareMetx － Bethesda, MD
UAT Testing Software and Applications for a New Client
Support Non Profit Client for Medication Assistance
Prepare reporting on crucial information for the customer time
Respond to and resolve on the first call, customer service
inquires and issues by identifying the topic and type assistance the caller
needs such as benefits, eligibility and claims, financial spending accounts,
Provide up-to date information to Subject Matter Experts and
Clinical Administrative Coordinator/Benefit AdvocateFeb 2015 to Feb 2017 United Healthcare － Elkridge, MD
Placing a high volume of outbound calls to our valued members to schedule them for their in home visits with a Physician or Nurse Practitioners via an auto dialer system.
Answering inbound calls from our valued members and assisting them with their inquiries.
Enhancing our valued members experience within our business.
Validating member demographic information and obtaining additional member data via specific plan scripting.
Resolving any schedule issues and concerns.
Routing calls to the appropriate department as needed.
Ability to collaborate within a team environment, supporting any call queues as business needs arise
Benefit Advocate (Call Center).
Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type assistance the caller needs such as benefits, eligibility and claims, financial spending accounts, and correspondence.
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
Provide education and status on previously submitted pre-authorizations and pre-determination requests.
Meets the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction and first call resolution.
Operations AnalystAug 2010 to Sep 2013 General Dynamics － Herndon, VA
Provide intelligence support in Human Source intelligence & Counter intelligence matters.
Coordinate with system engineers for improvements of in house applications.
Prepare reporting on crucial information for the customer time sensitive matters.
Analyze derogatory information for various customers in the Intelligence Community.
Identify, retrieve and combine data for reporting to the customer.
Provide up-to date information to Subject Matter Experts and senior personnel.
Desk Officer / Intelligence AnalystMay 2004 to Sep 2006 SAIC － Mclean, VA
Provide analytical support to customer in a time critical manner.
View analytical information to keep updated on present situations at hand.
Prepare reporting on crucial information needed for the customer to perform special duties.
Create a database to provide analytical support to the customer.
Coordinate with Systems Engineer to make improvements for better delivery to the customer.
Intelligence AnalystJun 2003 to May 2004 AMS/CACI － Alexandria, VA
Assist in the development and management processes to improve deliverable reports to the customer.
Coordinate with Systems Engineer to make technical improvements for increased productivity.
Coordinate inter-agency analysis efforts.
Author analysis reports to provide to customer in a timely manner.
Interacting closely with Physicians and Nurse Practitioners scheduling appointments for House Call visits for our Medicare members.
Fabrication Operator / Implantation Process EngineerJul 2001 to Mar 2003 National Semiconductor － Annapolis Junction, MD
Within an ISO:9000 clean room environment implanted atoms to create semiconductors.
Use of Work Stream System to document the creation process of semiconductors.
Use of Lotus Notes and MS Outlook to maintain extensive documentation of daily tasking.
Author analysis reports that were provided to the customer on time.
Education and Training
Network Security and AdministrationPresentUniversity of Maryland University CollegeNetwork Security and Administration
Certificate of Participation A+ - "Configuration & Integration Course"6/2000Howard University － Silver Spring, MD