JIRA
Angel Belladonna
Business Systems Consultant
Jonesboro,ME
Summary
Results-oriented professional with proven track record in enhancing user experience and driving product adoption through clear, concise documentation. Expertise in translating complex technical information into easily understandable content. Committed to optimizing systems performance to reduce operational costs and streamline workflows. Implements thorough testing alongside routine troubleshooting to facilitate smooth system transitions and minimize downtime.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Business Systems Consultant
Gerber Life Insurance Company
1 2021 - Current
- Provide hardware and software troubleshooting through Outlook, Teams, and phone calls.
- Create and maintain documentation, including training materials and standard operating procedures.
- Conduct presentations and training sessions for new employees.
- Monitor agent connections and performed password resets.
- Regression testing to ensure system stability.
- Act as a liaison between internal agents and IT departments.
- Escalate issues using JIRA, ClickUp and ServiceNow.
- Generate and present detailed reports to leadership.
- Improve business processes by analyzing current systems and implementing optimized solutions.
Customer Service Professional
Gerber Life Insurance Company
08.2017 - 01.2021
- Answer calls, assist customers, sell life insurance to inbound existing customers
- Report claims
- Update caller about claim status
- Respond to emails
- Mainframe, OnBase, and Sales Portal
- CRM
Retention Specialist
Teleperformance
12.2015 - 04.2017
- Answer inbound calls for the AT&T mobile campaign.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Phone Surveyor
Victory Phones
08.2015 - 01.2016
- Administer government surveys in an outbound call center.
- Achieved high levels of respondent engagement through personalized interactions tailored to each individual''s communication style and preferences.
Customer Service Representative/Call Center
Dialog Direct
09.2014 - 07.2015
- Answered phones for the Blue Care Network HMO campaign
- Kept records up to date
- Quoted medical-related expenses
- Explained medical benefits, bills and claims
Front Desk Attendant
Holiday Inn Express & Suites Grand Rapids Airport
10.2013 - 01.2014
- Customer Service, Answered phones, Made reservations, Checked in guests, Handled guest requests and complaints, General cleaning
Cage Cashier
Gun Lake Casino
03.2011 - 03.2013
- Cash transactions with guests, Calculate revenue, Data entry using excel, Created reports, Cash advances, Basic cleaning, Balance safe, Create banks for other employees, Make bank deposits, Audit cashiers banks
Customer Service Representative/Sales Associate
AJ Wright
09.2009 - 02.2011
- Tend to guests needs, Cashiering, Calculate revenue, Data entry, Stock merchandise, General cleaning, Balance safe, Create banks for other employees, Make bank deposits, Layaway and returns, Answer incoming phone calls, Transfer calls, Use PA, Audit cashiers banks
Education
Associate of Applied Science - Computer Programming
Southern Crescent Technical College
Griffin, GA 05.2024 - Current
Certificate - Information Technology
Southern Crescent Technical College
Griffin, GA 05.2001 -
Skills
Data Entry
Training delivery
User Acceptance Testing
Incident Management
Application support
Teamwork and Collaboration
Problem-Solving
Time Management
Effective Communication
Task Prioritization
Technical Writing
Certification
Life and Health Insurance License
Software
ServiceNow
MySQL
OnBase by Hyland
Microsoft 365
Visual Studio Code
ClickUp
FileZilla Client (FTP)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate of Applied Science - Computer Programming
Southern Crescent Technical College
05.2024 - Current
Customer Service Professional
Gerber Life Insurance Company
08.2017 - 01.2021
Retention Specialist
Teleperformance
12.2015 - 04.2017
Phone Surveyor
Victory Phones
08.2015 - 01.2016
Customer Service Representative/Call Center
Dialog Direct
09.2014 - 07.2015
Front Desk Attendant
Holiday Inn Express & Suites Grand Rapids Airport
10.2013 - 01.2014
Cage Cashier
Gun Lake Casino
03.2011 - 03.2013
Customer Service Representative/Sales Associate
AJ Wright
09.2009 - 02.2011
Certificate - Information Technology
Southern Crescent Technical College
05.2001 -
Business Systems Consultant
Gerber Life Insurance Company
1 2021 - Current