Gerard Albury
Plantation
Summary
Dedicated and results-driven professional with over 12 years of diverse experience in leading cross-functional teams and successfully delivering projects in Customer Service, Help Desk operations, and Information Technology. My commitment to ensuring timely and cost-effective project execution has consistently resulted in exceptional client satisfaction and loyalty. Ready to embrace new challenges, I am eager to leverage my skills to contribute to the growth and success of a dynamic organization, while fostering an environment of collaboration and innovation.
Overview
7
7
years of professional experience
Work History
Operations Specialist
UnitedHealth Group / Optum RX
03.2022 - Current
- Led high-performing cross-functional teams, fostering a collaborative work environment, providing clear direction, and promoting professional growth, resulting in enhanced team productivity and motivation
- Administrative Support: Complete additional administrative tasks that support the Care Coordination team, contributing to operational efficiency and improved service delivery
- Knowledge of Billing and Finance: Possess knowledge in billing, finance, and eligibility processes, practices, and concepts, enabling accurate and reliable assistance to consumers
- Eligibility Verification: Utilize a computer database to verify Medicaid eligibility, ensuring that consumers receive the correct information regarding their coverage and benefits
Operations Specialist
Accenture / New Mexico Human Srvc. Dept.
05.2021 - 03.2022
- Collaborated with team members to streamline processes and enhance service delivery, leading to improved operational efficiency and customer experience
- Handled a high volume of inbound and outbound customer calls, maintaining strong call control while adhering to scripts to efficiently resolve client issues
Fraud Operations Specialist
Accenture / Maryland Unemployment Dept.
03.2021 - 05.2021
- Skilled in conducting thorough fraud investigations to identify and prevent fraudulent activities
- Engaged in ongoing training and development to enhance knowledge of unemployment policies and fraud detection methodologies
- Maintained positive working relationships with fellow staff and management, fostering a supportive team environment
Help Desk
Pet Supermarket Corporate Office
08.2018 - 07.2020
- Collaborated with cross-functional teams to identify trends in user issues, leading to proactive measures that reduced recurrence by 20%
- Utilized Salesforce ticketing system to manage and track support requests, ensuring timely and effective resolution
- Actively participated in IT department meetings, contributing to the identification of continuous improvement opportunities aimed at enhancing the delivery of IT services to end-users
- Employed remote assistance tools, including screen sharing and remote control, to deliver efficient and effective technical support, ensuring minimal disruption to user productivity
Education
BACHELOR'S DEGREE - Computer and Information Systems
ITT Technical Institute
Davie, FL01.2014
ASSOCIATES DEGREE - Computer Science
ITT Technical Institute
Davie, FL01.2012
HIGH SCHOOL DEGREE - High School Diploma
Adlie E. Stevenson
The Bronx, NY01-1990
Skills
- Zendesk
- Salesforce
- Spiceworks
- Data analysis
- Team collaboration
- Customer service
- Problem solving
- Windows
- Vmware
- Software Installation
- Remote Desktop
- Active Directory
- Vpn
- Networking
- Mobile Applications
- Time Management
- Leadership
- Customer service
- Active Listening
- Critical Thinking
- Conflict resolution
- Time management
- Technical support
- Administrative support
- Stakeholder engagement
- Performance metrics
- Problem-solving aptitude
- Decision-making
- Task prioritization
- Analytical thinking
- Fraud investigation
- Communication skills
Hobbies and Interests
- Travel
- Technology
- Social networking
- Literature
- Volunteering
- Science
Timeline
Operations Specialist
UnitedHealth Group / Optum RX
03.2022 - Current
Operations Specialist
Accenture / New Mexico Human Srvc. Dept.
05.2021 - 03.2022
Fraud Operations Specialist
Accenture / Maryland Unemployment Dept.
03.2021 - 05.2021
Help Desk
Pet Supermarket Corporate Office
08.2018 - 07.2020
BACHELOR'S DEGREE - Computer and Information Systems
ITT Technical Institute
ASSOCIATES DEGREE - Computer Science
ITT Technical Institute
HIGH SCHOOL DEGREE - High School Diploma
Adlie E. Stevenson
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