Pamela Guerrero
Floresville,TX
Summary
Highly motivated USAA employee with over 22 years of experience with proficient, technical knowledge of USAA MSR tools, Eligibility business rules and codes, core customer member data, IMS and troubleshooting IT issues. Acquired knowledge of IT incident management processes with relation to Military Service Verification, USAA Eligibility and Fraud.
Overview
22
22
years of professional experience
Work History
IT Business Enterprise Troubleshooters
USAA
11.2019 - Current
- Support partner MDS, ACC, Enterprise Services, another thru MOD admin tool and GSPS01 email bucket for all incoming PRE/POST validation request to avoided issues with their code changed.
- Maintain daily Service Now Incidents queue by providing technical support identify root cause of problems and recommending corrective actions or Escalating to ACC teams, ensuring queue is within defined SLA's
- Maintaining awareness of CBT database ECIF, CCIF and MyCorft as will as Portal ensuring member data is store correctly once code change or defect occurs.
- Create Knowledge Base articles to support decision-making processes when modifying member data
- Maintained litigation database and document organization for defects cases
- Managed verifications within pressured timeframes for productive outages
Fraud Detection Analyst II
USAA
02.2016 - 03.2019
- Prevents, detects and mitigates fraud activity on member's accounts through use of numerous analytical tools Utilizes appropriate fraud reporting tools and procedures to report detected fraud trends or gaps in procedures to leadership.
- Subject Matter Expert for Military Service Verification (MSV) by ensuring proper training materials are update to date and available for Fraud analyst, including off/nearshore analysts and identifying issues that arise with regard to system application used by analysts or letters/emails sent to members are accurate.
- Responsible for troubleshooting issues, notifying and working with IT or appropriate business owners when issues arise. In addition to Fraud Detection Analyst role
Military Service Verification Specialist
USAA
04.2012 - 06.2017
- Managed 3rd party quality assurance to identify training opportunities and gaps in process Ensured Military Service Verification Sales Force system errors and outages were reported to IT help desk, including necessary troubleshooting, and ensured major incident was opened when SLO was affected due to outage.
- Uploaded Military Service Verification alerts to Sales Force Ensured military documents were loaded properly to Enterprise Work List, when error occurred, worked with IT service desk and troubleshooting team to ensure issue was resolved
- Participated in Production Validation to ensure member document were received and sent without issues whenever business owners made changes to Military Service Verification documents Participated in calls to Help Desk when Major Incident was identified in Military Service Verification Provided backup support for Military Service Verification and MSV 3rd party to include IT service desk calls, major incident reporting, quality assurance and responded to inquiries from management.
- Member Eligibility Specialist tasks continued concurrently with Military Service Verification role Participated in Production Validations to ensure member documents were sent and received successfully when changes were made by business owners to Military Service Verification mailed and emailed member communication
Member Eligibility Specialist
USAA
07.2006 - 04.2012
- Ensured member profiles were updated after receiving Subscribers Agreement and Eligibility Confirmation letters via Enterprise Work List.
- Extensive use and knowledge of eligibility business rules and codes to complete daily tasks which included upgrading, downgrading and correcting member's eligibility
- Supported Enterprise fulfillment initiatives Participated in Production Validation to ensure member document were received and sent without issues whenever business owners made changes to eligibility documents Ensured IT service desk and management was notified when trend in eligibility errors was detected Participated in IT calls when feedback regarding issue was needed
- Worked Best Sponsor Report Proficiency in resolving complex eligibility related issues Rescinded/Un-rescinded member numbers
DMO MI PROCSR II
USAA
04.2001 - 04.2006
- Processed or directed incoming correspondence to appropriate lines of business
- Researched data on multiple data bases: FDR, IMS, Alltel and Word
- Experience with operation of high/low speed scanning equipment.
- Ensured outage with correspondence system was reported to IT Service Desk and leadership to ensure fix was completed and Service Level Objectives were met
Education
Associate of Arts -
Central Texas College
Killeen, TX1997
Skills
- Knowledge of Eligibility codes and Eligibility company placement, Best Sponsor Business rules
- Experienced with Duplicate member and Resend to Self process
- Served as Military Service Verification Subject Matter Expert
- Identity Reviews
- Skilled in member data and business rules and DB2 Tables
- Proficient in using CCIF, ECIF and Mycroft database
- Ability to multitask and work independently with attention to detail
- Knowledge of IT industry incident management processes and procedures
- Adaptable team player who works well with change in workload or leadership
- Identifies and reports defects to Service Desk
- Ongoing business relationship with CBT Troubleshooters, Info Management and Counsel business analysts with relation to Eligibility and Member Data
- Technical proficiency with IMS, Enterprise Work List, ECAMS, Enterprise Portal, Defense Manpower Data Center, Party Assessment Management Tool and Microsoft Office tools
- Experienced with PROD QA and Production validation for Member data, Military Service Verification and Eligibility updates during business hours and weekends
Timeline
IT Business Enterprise Troubleshooters
USAA
11.2019 - Current
Fraud Detection Analyst II
USAA
02.2016 - 03.2019
Military Service Verification Specialist
USAA
04.2012 - 06.2017
Member Eligibility Specialist
USAA
07.2006 - 04.2012
DMO MI PROCSR II
USAA
04.2001 - 04.2006
Associate of Arts -
Central Texas College