Hi, I’m
Lori Burdick
Cedar Falls,IA
Summary
A self-motivated and highly organized professional with over 30 years' experience providing thorough and skillful support to all levels of clients, staff and management. Able to prioritize effectively to accomplish objectives in fast-paced, multitasking environments; with creativity, enthusiasm, humor and natural ability to stay calm under pressure. Highly experienced in customer conflict resolution, data analysis, fraud/compliance investigation, customer service and team lead support functions.
Overview
28
years of professional experience
Work History
Oracle Health
Specialty Practice Management Senior Solution Analyst/Trainer
01.2021 - Current
Job overview
- Responsible for service request creation, investigation and resolution for Ambulatory clients.
- Provide front-line support for multiple clients and end users with medical IT applications and system related issues.
- Provide detailed enhancement and change request documentation for production environment groups.
- Provide trouble-shooting support, knowledge transfer of application functionality and maintain access to multiple databases and internal tools.
- Serve as a Trainer for new support analysts. Providing information/training regarding team roles, responsibilities, daily accountabilities, issue investigation and system functionality.
- Maintained training processes and documentation to ensure all information is current.
- Audit team ticket queues to provide analysts assistance with issue troubleshooting, investigation, communication and process workflows.
Cerner
MSD Senior Solution Analyst/Role Coach
01.2016 - 01.2021
Job overview
- Responsible for service request creation, investigation and resolution (supporting internal, external and government clients)
- Provide front-line support for multiple clients and end users with medical IT applications and system related issues.
- Provide detailed enhancement and change request documentation for production environment groups.
- Responsible for managing work queues and maintaining constant communication with clients to resolve key issues.
- Provide trouble-shooting support, knowledge transfer of application functionality and maintain access to multiple client domains for access related requests.
- Served as a Role Coach for new hires. Providing information/training regarding team roles, responsibilities, and daily accountabilities.
- Audit ticket queues for proper routing and closure protocol.
Sprint/Nextel
Fraud Specialist II/National Field Fraud
01.2009 - 01.2016
Job overview
- Provided weekly fraud deactivation reports to Fraud teams as well as weekly, monthly and yearly statistical analysis of fraud deactivation reports.
- Resolved escalated fraud/customer care calls, e-mails and referrals from customers, supervisors, managers, Field Fraud and multiple other internal and external contacts.
- Investigated face to face sales channels (IE. retail stores, in-direct locations and direct business representatives) for non-compliance and fraudulent activity.
- Provided constant communication with national, regional, and local store managers, and other internal Sprint contacts.
- Conducted audits of 3rd party/in-direct dealer locations to validate business credentials and ensure compliance to Sprint’s contracts, policies and procedures.
Sprint/Nextel
Fraud Specialist I / Fraud investigations/Operations
01.2008 - 01.2009
Job overview
- Resolved escalated fraud/customer care calls, e-mails and referrals from customers, supervisors, managers, Field Fraud and multiple other internal and external contacts.
- Sent referrals to FRAT, Field Fraud, Compliance, Collections, and other groups for fraud issues outside of Fraud Operations scope.
- Provided daily/weekly reports to ensure SLA, Quality Assurance and Investigations Statistics scores are being met.
- Supervised/Assisted Fraud Investigators with questions regarding call handling, customer focus, billing system functions, decision making, victim concerns, verifying documentation and work assignment.
- Performed audits on Fraud Investigations calls and cases for quality assurance purposes and provided feedback for improvement opportunities.
- Presented new hires with information/training regarding team roles, responsibilities, and daily accountabilities.
Sprint/Nextel
Fraud Specialist I/ Fraud Research and Analysis
01.2005 - 01.2008
Job overview
- Timely and accurate resolution of multiple complex, high level investigations involving internal and external fraud activities and trends.
- Provided written documentation of investigatory findings to Corporate Security for use in the internal proceedings and/or law enforcement investigations.
- SME (Subject Matter Expert) for the Billing Platform, investigative tools, fraud processes, and data queries.
- Presented new hires with information regarding FRAT team roles and responsibilities.
- Performed supervisory functions for absent Fraud Analysts, including Assisted Specialists with escalations, questions or concerns with fraud issues, victims, and verified documentation.
Sprint/Nextel
Revenue Specialist/ Fraud Management
01.2003 - 01.2005
Sprint/Nextel
Work Force Management Representative III / Manpower Planning
01.2002 - 01.2003
Sprint/Nextel
Mission Control Representative
01.1998 - 01.2002
Education
MidAmerica Nazarene UniversityOlathe, Kansas
Bachelor’s degree from psychology, Minor in Sociology
Skills
- End user support
- User requirements
- Microsoft desktop applications
- Application support
- Calm demeanor
- Professional telephone demeanor
- Call center experience
- Punctuality and reliability
- Customer service
- Conflict resolution
- Strong interpersonal skills
- Policy adherence
- Data entry proficiency
- Stress tolerance
- Medical terminology
- HIPAA compliance
Timeline
Specialty Practice Management Senior Solution Analyst/Trainer
Oracle Health
01.2021 - Current
MSD Senior Solution Analyst/Role Coach
Cerner
01.2016 - 01.2021
Fraud Specialist II/National Field Fraud
Sprint/Nextel
01.2009 - 01.2016
Fraud Specialist I / Fraud investigations/Operations
Sprint/Nextel
01.2008 - 01.2009
Fraud Specialist I/ Fraud Research and Analysis
Sprint/Nextel
01.2005 - 01.2008
Revenue Specialist/ Fraud Management
Sprint/Nextel
01.2003 - 01.2005
Work Force Management Representative III / Manpower Planning
Sprint/Nextel
01.2002 - 01.2003
Mission Control Representative
Sprint/Nextel
01.1998 - 01.2002
MidAmerica Nazarene University
Bachelor’s degree from psychology, Minor in Sociology