Quasia McQuaige
Summary
Dependable and detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes and providing exemplary customer service. Possesses excellent organizational, problem-solving, and communication skills.
Overview
7
7
years of professional experience
Work History
Managed Care Systems Support Analyst
Bluecross Blueshield of South Carolina
09.2022 - Current
- Streamlines negative and positive testing for weekly project implementations
- Constructs 4-5 monthly and quarterly reports using Microsoft Excel to compare member data to vendor costs
- Establishes clear and concise updates to key stakeholders on quality metrics daily by communicating critical production deficiencies
- Researches and breaks down large complex backend data into more simple logical concepts
Business Test Analyst
Bluecross Blueshield of South Carolina
07.2020 - 09.2022
- Tested functional and compatibility of new programs or updates in comparison to existing applications
- Documented and tracked end user issues in Jira; promoted continuous improvement efforts
- Played key role in software development process and provided quality assurance support; monitored bug resolution, conducted UAT testing and collaborated with business leaders to tackle ongoing issues from QA perspectives
- Engaged with management and vendor weekly to minimize defects down to 3% quarterly
Customer Service Advocate
Bluecross Blueshield of South Carolina
12.2016 - 07.2020
- Answered averages of 90-110 calls per day; ranked in top 10% of CSA's for exceeding call time handling expectations
- Improved customer support to clients by developing training workshops for staff members
- Promoted superior experience by completing prior authorizations, demonstrating empathy, and resolving member escalations swiftly
- Maintained in-depth understanding of products and service information to offer educated responses to diverse customer questions
Education
Bachelor of Science: Business Management -
Coastal Carolina University
Conway, SC05.2015
Skills
- Data Analytics
- Power BI
- Defect Monitoring
- Jira
- Access Management Software
- Microsoft 365
- Project Management
- Sharepoint
- Slack
- SQL
Timeline
Managed Care Systems Support Analyst
Bluecross Blueshield of South Carolina
09.2022 - Current
Business Test Analyst
Bluecross Blueshield of South Carolina
07.2020 - 09.2022
Customer Service Advocate
Bluecross Blueshield of South Carolina
12.2016 - 07.2020
Bachelor of Science: Business Management -
Coastal Carolina University
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