Erika Young
Kissimmee,Florida, FL
Summary
Experienced and motivated individual with extensive hands-on experience in providing support to complex situations and tasks at hand. Motivated and resourceful with a reputation for quality, proficiency, and reliability. Follows policies, procedures, and guidelines to ensure compliance and consistent quality. Has demonstrated the ability to manage many projects at once while working within strict deadlines. Promoted to positions of increased responsibility and control due to strong leadership skills, teamwork skills, client service and overall performance.
Overview
13
13
years of professional experience
Work History
Service Delivery Analyst III
KPMG
Orlando, FL
2021.02 - Current
- Working with businesses outside of KPMG Spectrum to create effective operational environment
- Assist team leaders and analysts with maintaining quality control and strengthen overall performance
- Preparation of enhanced due diligence reports which involved assessment of reputational, regulatory and jurisdictional risk
- Acquired specialized knowledge of various jurisdiction specific research databases and online sources
- Perform company/ employee background verification, competitor analysis and industry screening using international company registries and range of media and paid databases.
- Maintained disaster recovery system, analyzing data and verifying compliance with IT service partner agreements.
- Delivered infrastructure components to sites, facilitating installation and service initiation.
- Identified and reported on supplier capacity management systems, identifying projected IT partner service parameters and directing accordingly.
- Recommended contract amendments to accommodate non-standard requests, translating into future service offerings.
- Gathered, documented and modeled data to assess business trends.
At Home Advisor
Apple
Orlando, FL
2019.06 - 2020.11
- Work remotely and independently from home while leading team customer satisfaction metrics
- Referred over 50 unresolved customer grievances to designated departments for further investigation.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Managed call flow to respond to technical support needs of customers.
Geek Squad Consulting Agent
Best Buy
Orlando, FL
2015.09 - 2020.03
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Supported clients with business analysis, documentation and data modeling.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Authored detailed work plans to meet business priorities and deadlines.
- Developed comprehensive business cases to analyze costs, benefits, ROI and TCO of proposed solutions.
- Educated staff on organizational mission and goals to help over 75 employees achieve success.
Registration Counselor
Health First Medical Group
Melbourne, FL
2014.12 - 2017.01
- Managed all front office activities to optimize facility workflows and patient management such as providing comprehensive administrative support which included appointment management, transcribing handwritten information, pay records, invoices, balance sheets, and customer service
- Trained new and existing staff on new computer systems such as Centricity Group Management and Centricity EMR and facilitated communication between clinic and system support specialists
- Accurately coded and billed medical claims for various hospital and nursing facilities
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
Education
Bachelors - Health Science
UNIVERSITY oF CENTRAL FLORIDA
05.2021
High School Diploma -
Titusville High School
Titusville, FL05.2012
Skills
- Training and Development
- Hardware and Software Repair
- Account Administration
- Microsoft Windows and Office
- System Performance Assessment
- Tracking and Documentation
- Technical Troubleshooting
- Interpersonal Skills
- Data security
- Multitasking Abilities
Timeline
Service Delivery Analyst III
KPMG
2021.02 - Current
At Home Advisor
Apple
2019.06 - 2020.11
Geek Squad Consulting Agent
Best Buy
2015.09 - 2020.03
Registration Counselor
Health First Medical Group
2014.12 - 2017.01
Bachelors - Health Science
UNIVERSITY oF CENTRAL FLORIDA
High School Diploma -
Titusville High School