Aaron Barcus-Gray

• Identified and resolved problems through root cause analysis and research.
• Validated results and performed quality assurance to assess accuracy of data.
• Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
• Performed system analysis, documentation, testing, implementation and user support for platform transitions.
• Analyzed program data to provide input for key decision making and strategic planning.
• Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
• Documented procedures and business processes and shared information with appropriate stakeholders.
• Researched and recommended process improvements designed to mitigate operational and financial risk.
• Generated reports detailing findings and recommendations.
• Gathered, organized and input information into digital database.
• Provided reporting for [Timeframe] forecast analysis and ad-hoc reporting in support of decision-making.
• Developed and updated tracking spreadsheets using [Program].
• Educated staff on organizational mission and goals to help employees achieve success.

• Customer Service
• Over-the-phone interaction with members of Medicare: Part D – Prescription Drug Plans
• Use of various computer applications and interdepartmental coordination in order to provide the most up-to-date and accurate information to assist members with inquiries, and solving any problems that they may have
• Analyze data from multiple sources to help with challenges being faced by members
• Placing outbound calls to members, Doctors, pharmacies, Agencies, etc
• In order to accomplish the task at hand and uphold a first call resolution
• Accurately routing intakes to the correct departments so that they may review particular situations
• Keeping current with changing trends and making sure that the information that I give is accurate
• Using various computer systems to send correspondence (Mail, Email, Fax, Etc.)
• Maintaining good and professional relations with co-workers and other departments
• Making sure to stay within expected Medicare standards
• Initiate Prior Authorizations, Formulary Exceptions, Tiering Exceptions and other coverage determinations
• Familiarize myself with Agile
• Completed Anthem Analyst Academy Level 1 (E11)

• Manage and monitor P&G servers worldwide via CCure 9000, One Key, Group Genie, Travel Tracker, IRIS Alert System, Web Client, Passage Point and People Finder programs
• Assist sites with assigning and removing clearances and permissions via instant messages, emails, screenshare and telephone
• Assist sites with assigning and disabling badges to employees
• Assisting site administration and security of whom have clearance, with running various reports as needed
• Operate within the Global Security Command Center
• Receive inbound calls from sites’ physical security regarding anything deemed of importance
• Sending CCS notifications regarding anything of importance which a site may want to relay to their employees
• Utilize Travel Tracker Software in order to monitor dangerous situations around the globe in real time, viewing which employees are in (or are travelling to) an area of the world and notifying them of dangerous goings on (e.g. Nigeria, Africa: Separatist Movement – Notify Regional Security Manager, 7 employees present and 3 travelling there)
• Remaining in contact with Regional Security Managers
• Escalation of major server or hardware issues to proper individuals within that region or the world
• SPECIAL OPERATIONS: INDITEX
• Monitor live and recorded video feed of Mossimo Dutti and Zara establishments via ExacqVision and Victor Management softwares for any suspicious activities
• Download video of pertinent times and events which may occur during and after business hours for review
• Assist police departments which occasionally call and request footage in order to strengthen their cases in court

· CUSTOMER SERVICE GROUP (INBOUND CALLS)

o Answering inbound calls in a professional manner, providing excellent customer service

o Dispatch authorities having jurisdiction on all necessary alarms

o Notifying customers of all active alarms and signals

o Document all actions in Mastermind Business and Mastermind Monitoring

o Schedule modifications

o Technical support on alarm systems

o Re-routing calls to proper departments

o Placing systems on test mode

o Assisting Emergency Dispatch Operators to accomplish and understand their job

o Simplex Grinnell After Hours Services

o Simplex Grinnell Dispatch

o Simplex Grinnell Outbound

· EMERGENCY DISPATCH OPERATOR (INBOUND CALLS)

o Notify customers on incoming alarms and signals

o Dispatch authorities having jurisdiction, on Hold-Up, Burglar and Fire alarms

o Document all actions taken

o Placing systems on test

o Exercise friendly, professional and proficient customer service

o Clear alarms