Carolyn G. Robinson
Pittsboro,NC
Summary
Authorized to work in the US for any employer Currently available and looking for exciting new work from home opportunity.
Maintained a high performer status at my job. I am always willing to help others and share my considerable knowledge of multiple business areas. Always willing to volunteer for special projects and task force groups. Knowledgeable and dedicated customer service professional with extensive experience in Health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Business Analyst / Customer Service Representative
ManpowerGroup / Tapfin
Durham, NC
09.2016 - 07.2022
- Manpower Group/Tapfin – Contractor for BCBSNC – Work from Home office
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and clients.
Senior Business Application Expert/Business Analyst
BCBSNC
Durham, NC
01.1980 - 10.2014
- My career with BCBSNC started January 2, 1980; and I retired early on October 1, 2014
- In my final position my responsibility was providing production system support
- Responsible for daily and or weekly status conference calls as needed
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Applied knowledge of application components in conjunction with query tools to achieve business objectives.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Worked as liaison between business owners to document and submit computer software issues to our IT department and software vendor
- Tracking submittal, receipt, and implementation of software fixes from the Vendor all the way thru to production
- Reporting on same issues to business owner and upper management within the department and in IS Technical area
- I was the go between with our business owners, managers, and our software vendor
- I was also responsible for being a subject matter expert for the business in Group and Individual business areas regarding System, Membership, Group, Life insurance products, and other business areas
- Received documentation of system issues from business area, track, report and submit to PowerMHS Vendor for fix
- Coordinate and plan fix implementation thru test regions and into production environment, assisting business areas
- “Superuser” expert for the business unit on an application, and represented the business on complex corporate projects
- Coordinated the resolution of production problems; works with various areas to support the user and to ensure operational stability
- Business Lead on the resolution of production problems and procedural problems; performs initial triage for severity and business impact of application failures; documents a plan of action to ensure resolution; escalations are primarily resolved without upper management involvement
- Provided timely and accurate assessment of data presented for root cause analysis to ensure ultimate system performance
- Insured efficiency of tools for day-to-day business use, for advanced trend analysis, and timely problem resolution
- Demonstrated my expert understanding of the file structure for the business application supported and the data elements within, in order to provide timely resolutions and/or assess business area impacts; knowledge of business area is deep and equates to an expert understanding of the underlying applications/systems
- Provided input into the preparation of Business Cases for system or process changes
- Served as an expert contact for other areas within the company, providing operational data in a consistent, precise, and timely manner
- Utilized system access tools, such as Query Manager, to extract needed data for evaluation
- Team lead in assessment of business issues; determines next steps, documents findings, and communicates action steps
- Served as the expert on vendor application issues that require a re-creation of the issue and works with vendor managers to ensure timely resolution
- Coach and mentor less senior Business Systems Analysts in addressing systems issues; provides direction in assessing process problems
- Extensive experience in Group, Member and Saegis (Life, AD&D, DLI, SLI, SAD, WDB, LTD) enrollment and processing
- Microsoft Office (word, iSeries query, Printer, Group, copier, AS400, Query manager, Fax, documenting, PowerPoint, PowerMHS, Excel, Visio), phone, and business reporting and analysis
- I have more than 10 years of application experience that includes Claims, Membership, and Individual Business areas
- In addition I have 17 plus years in an operational area including PowerMHS system which entails (Membership, Group, Individual and Claims - Enrollment, Billing, Payments, Customer Service Face to Face, over phone, by email, and FAX, and leading Large, Medium, Small group enrollment projects)
- I have experience in using automated tools to perform detailed analysis and reporting
- I have experience in using automated tools for problem resolution, such as TAB or ROBOT
- I have the experience to lead a diverse workgroup to address problem/procedural resolutions
- I have almost 34 years of proven ability to work independently
- I am very experienced and have excellent research, analytical, and problem solving skills
- In addition, I have extensive experience in presentations
- Developed flowcharts and diagrams to describe and lay out logical operational steps.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Offered input for complex documents to support client-ready final versions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Education
High School Diploma -
Bunn High School
Bunn, NC1978
High School Diploma -
Bunn High School
Bunn, NC1978
Skills
- Expert at operating a computer
- Micro Soft Word, Excel, PowerPoint, & Visio
- Operate BCBSNC specific proprietary software and tracking systems
- Operate a calculator, copier, and fax machine
- Answer phones, and take messages, and receive and send email correspondence
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Document Library Maintenance
- Customer Communication
- Business Intelligence Systems
- Compiling Data
- Reusable Knowledge Assets
- Database Building
- Spreadsheet Development
- Business Requirements
- Recommendations for Action
- BI Tool and System Design
- Templates Management
- Business Analysis
- Requirements Analysis
- Health Information Policy and Procedure Development
- User Acceptance Testing (UAT)
- Information Processing
- Computer Server Management
- Word Processing
- Team Translation
- Process Flow Diagram Creation
- Release Notes
- Functional Requirements Specification (FRS)
- User Expectations
- Adaptability and Flexibility
- Requirements Traceability Matrix (RTM)
- Program Testing
- Mainframe Environments
- Operational Efficiency
- Business Processes and Procedures
- Administration and Management
- Functional Improvements
- Standardized Methodologies
- UAT Support
- Operational Modelling
- Business Software Applications
- Presentation Delivery
- Stress Tolerance
- System Integration Testing
- Acceptance Criteria
- Agile and Scrum Environments
Accomplishments
- Learned Customer service skills and to weigh and package candy, run cash register, stock candy counter
- Skills Used
- Customer service, weigh and package candy, and stock shelves
- Fulltime Receptionist/Clerical
- Chapel Hill Insurance, Chapel Hill, NC – June 1979 to December 1979
- Responsibilities
- First point of contact for all walk in’s and answer all incoming calls and direct to appropriate agent for resolution, Type checks for all Accounts Payable, Open mail and distribute correctly, including all Accounts Receivable
- Type letters and any other correspondence requested to do so
- Accomplishments
- Learned face to face and phone Customer service skills, while prioritizing all work
- Skills Used
- Phone and in person Customer service, copy, fax, typing, and complete outgoing mail services
- Part-time Accounts Payable Clerk at IBM (senior year of high school) 197 – 1979
- Received incoming mail, sorted, posted, distributed, and paid.
Certification
CPR and AED Certified
August 2013
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Business Analyst / Customer Service Representative
ManpowerGroup / Tapfin
09.2016 - 07.2022
Senior Business Application Expert/Business Analyst
BCBSNC
01.1980 - 10.2014
High School Diploma -
Bunn High School
High School Diploma -
Bunn High School
CPR and AED Certified
August 2013
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