Merle Harden
Nashville,TN
Summary
Qualified Business Analyst versed in data mapping and user acceptance testing, as well as solving complex problems in high-pressure environments. Excels at cultivating, managing and leveraging Client relationships that lead to extended engagements and business opportunities.
Overview
18
18
years of professional experience
Work History
Quality Auditor
OptumHealth
Franklin, TN
10.2021 - Current
- Established performance metrics for evaluating vendor effectiveness, aligning supplier goals with overall business objectives.
- Assisted management in developing effective quality control strategies based on audit findings.
- Streamlined audit processes for greater efficiency, reducing time spent on each evaluation.
- Ensured timely completion of all assigned audits while maintaining a high level of detail and accuracy.
- Reviewed work instructions and production strategies to verify compliance with established standards.
- Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
- Participated in cross-functional team meetings, contributing valuable insights from an auditor''s perspective to facilitate process improvements.
- Supported continuous improvement initiatives by identifying opportunities for enhancing product quality during audits.
Client Account Support Analyst
Cigna
08.2019 - 10.2021
- Filed and Processed documentation for Cigna's Medicare clients and vendors whom provide medical equipment to clients
- Acted as a liaison between clients and Cigna partners working with counterparts in service delivery and field operations to ensure a superior client experience
- Reported trends and potential problems and assisted contractors/vendors with new products including phone support, email and voicemail
- Functioned as an effective liaison and advocate on all levels to ensure that employee, department and corporate needs are addressed in a timely manner
- Managed department resources to ensure maximum output, accuracy and efficiency at all times
- Ensured that all department and/or corporate policies and procedures are communicated, understood and adhered to.
Methods & Procedure Analyst
ASURION
04.2014 - 06.2019
- Created technical reports documenting project progress and specifications
- Researched daily on new changes in technology & created relative content that can assist the technicians in properly assisting the customer with troubleshooting as well as write user-friendly, value-driven content that simplified complex topics
- Created training user cases where technicians have an opportunity to view issues that are not seen daily as well as create valuable knowledge content for mobile & retail products
- Monitored and reported the performance of content across multiple channels by working with UX designers to create the look and feel for content items as well as experimented with different mediums (text, video, audio, webinars, etc.)
- Conceptualized and wrote user-facing content for web and mobile (guides, articles, how-tos)
- Brainstormed new content ideas and strategized with product managers and designers
- Identified gaps in existing content library and created new content based on team's goals as well as work as part of a product team that has its own KPIs
- Lived and breathed technology; stayed in tune with the latest apps, gadgets, and services; performed hands-on research and experimented with features.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Insurance Claims Review Analyst
ASURION
Nashville, TN
06.2006 - 04.2014
- Delivered support on a variety of issues to end-users
- Verified and handled insurance claims online by performing primary duties and responsibilities as defined by the instant verifications work instructions
- Maintained all required records and reports in an organized efficient manner and assisted in solving problems for supervisors, seniors, and customer service representatives
- Responded to a number of channels including Remedy tickets, phone calls, emails, and personnel requesting support
- Documented, tracked, and monitored incidents in a timely resolution
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Queried databases for information needed for report processing.
Education
Bachelor of Science - Business Information Systems
Tennessee State University
01.2007
High School Diploma -
Hunters Lane High School
Nashville, TN01.2000
Skills
- Customer service
- Technical Support
- Wireless/Mobility Support
- MS Office (word,excel,power point)
- MS Exchange (Active Directory/Outlook)
- Knowledge base in IT & contribute to system
- Desktop support
- Excellent team management and training skills
- Working knowledge of A Network
- Chart Finder, Sharepoint, Citrix, Salesforce
Activities
- Member, Alumni Association (Tenn. State)
- Youth Mentor Volunteer (Boys & Girls Club)
- Operation Feed the Homeless (Nash Rescue Mission)
Timeline
Quality Auditor
OptumHealth
10.2021 - Current
Client Account Support Analyst
Cigna
08.2019 - 10.2021
Methods & Procedure Analyst
ASURION
04.2014 - 06.2019
Insurance Claims Review Analyst
ASURION
06.2006 - 04.2014
Bachelor of Science - Business Information Systems
Tennessee State University
High School Diploma -
Hunters Lane High School