Steven Brock
Summary
Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Kinder Morgan
06.2023 - 03.2024
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
Counselor Enroll/Eligibility Specialist
Maximus (Iconma)
06.2023 - 01.2024
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Engaged clients in conversation to determine feelings and apprehensions.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Promptly responded to inquiries and requests from prospective customers.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Transaction Processing Associate III
Conduent Remote
06.2023 - 10.2023
- Processed from both electronic and hard copy forms and ensured the document classifications are completed and transmitted to the clients
- Identified documents and their purpose, creating a database of information
- Classified documents based on contract requirements
- Captured information based on client requirements
- Verified data from automated data extraction tools
- Ensured transmission of processed data to the appropriate next level
- Experience with identity and access management, authenticating users and updating access information
- Experience in using tool SQL server database to gather data on various scenarios and analyze data for meaningful results
- Data validation and updated client profile on EDI eligibility and enrollment
- Performed file tracking for all trading partner sending x12 and flat files
- Successfully plan and implemented changes for 2018 benefit implementation for over 58 plans
- Experience in using the IBM mainframe to gather data on various scenarios and analyze data for meaningful results
- Managed employee information system; conducted monthly data audits to ensure data confidentiality.
- Leveraged advanced technical skills to troubleshoot system issues affecting transaction processing speed or reliability, ensuring minimal downtime for both internal and external users.
Member Services Representative (HPHC Medicare)
Point32Health
11.2022 - 06.2023
- Prioritized customer service requests in order of urgency to promptly resolve critical issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
Claims Processor
Tech Providers/ (Crawford & Company)
08.2022 - 11.2022
- Claims Clerk
- Matched proper file and/or claim number on unidentified correspondence by use of the various automated systems
- Performed control operator functions for various Service Center or Claim Office data systems
- Retrieved and/or re-files items from central storage facility and maintains accurate records of file activity
- Operated photocopy equipment
- Received dock and messenger service deliveries and verifies accuracy of delivered material
- Prepared outgoing mail for shipment which includes the necessary attachments, wrapping, and sealing
- Performed a variety of clerical duties such as answering telephones, taking messages, sorting and filing mail and correspondence, and data entry
- Kept supervisor informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to supervisor for direction
- Performed other related work as required or requested
- Involved in facets implementation, end-to-end testing of facets applications like claims processing, provider, subscriber/member, utilization management, etc
- Executed test cases for the new market as well as an existing markets various line of business
- Used hp ALM quality center11
- 0 and as the bug-reporting tool and testing tool
- Used hybrid methodology (agile + waterfall) for system integration testing
- Worked on the waterfall, v-model, scrum , rational clear quest , and agile sdlc processes
- Used select, inner joins, aggregates (sql) to verify data with expected data
- Wrote sql queries to validate the actual record with expected record data.
- Streamlined communication channels between departments for more efficient handling of claim-related inquiries from both customers and colleagues alike.
- Provided support during internal and external audits, ensuring accurate representation of the company''s claim history.
CAMS Contractor
Iconma/(DLL)
11.2021 - 10.2022
- Transferred data from paper formats into computer files and database systems manually and using scanners
- Created spreadsheets, verifying them against source documents at different stages during the process
- Received and process incoming applications, documentation, and quote requests, in accordance with concerning policies and procedures, aiming at a speedy, accurate and high-quality handling of the application process in order to optimize the performance with existing business partners
- Received incoming applications and managed quote requests, managed documentation and progress during negotiation, acceptance, and conversion phases
- Entered, reviewed, and submitted credit applications and inform stakeholders about progress Prepare documents and liaise with all parties involved, aiming at a speedy, accurate and high-quality handling of the contract process in order to optimize the performance with existing vendor/partners and dealers.
QA Specialist
1800Accountant, St. Petersburg, FL
12.2019 - 09.2021
- QA Specialist
- Prepared and presented on a regular basis (monthly) quality metrics based on the outcome of Quality Assurance audits at St
- Petersburg, FL
- Recommend site performance improvement opportunities when/where applicable
- Provided training in Quality systems as needed for Department and company staff
- Provided guidance as needed to company staff with respect to the company and applicable regulations and guidelines
- Reviewed Protocols, Informed Consent Forms, source documents, case report forms (if applicable), subject recruiting materials, etc
- Responsible for onboarding trading partners and implementation of HDMA standards for DSCSA/DQSA asn/856
- Responsible for administration of daily commerce operations for EPCIS and ASN supplier on-boarding and transaction data management processes
- Gather all the necessary requirements from their 3rd party provider like trace link, Synqware, RFXCEL, sterling commerce, info con
- Responsible for gathering internal information from the business unit like (HL code, legacy account number, sap account number, cross reference -XREF) to complete the connection between TPM AXWAY
- Responsible for establishing new transaction supplier set-up with electronic programs and on-going error resolution and to ensure efficiency and effectiveness of standard practices and methodologies
- Responsible for contacting the trading partner/customers and find their EDI capability
- Based on the trading partner needs present EDI solution to them to receive their EDI solutions.
- Performed tests and inspections to conform to established standards.
- Improved product reliability through thorough regression testing of bug fixes and new features.
Unemployment Claims Specialist
K-Force (Florida Unemployment DEO Connect)
06.2020 - 04.2021
- Claims Analyst
- Coded information, troubleshooting processing errors and achieving an organization's goals by completing the necessary tasks
- Responsible for complying with data integrity and security policies, printing and scanning files and generating reports
- Filed initial claims for individuals seeking reemployment benefits
- Claimed PUA, PEUC and UC Benefits for all claimants in and out of the State of Florida
- Point of contact between each claimant and the DEO
- Handled benefit investigations, i.e., fraud, child support and overpayments
- Handled Incoming and Outbound calls to address concerns regarding the DEO website as well as benefit payment release
- Requested processing using Salesforce.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Increased team productivity by providing ongoing training and support to junior staff members.
Customer Service Representative
Transamerica, St. Petersburg, FL
06.2018 - 12.2019
- Customer Service Representative/QA Specialist
- Answered calls regarding retirement, life, and annuity investment products
- Identified customer needs and provided personalized service to ensure positive and meaningful outcomes
- Located/researched information using multiple systems/technologies
- Coordinated with cross-functional departments to obtain and/or provide necessary information to resolve issues
- Document customer inquiries and associated actions, follow-up on outstanding items in a timely manner
- Participated in a team-based environment to achieve department goals
- Checking orders to ensure that what has been ordered has been quoted correctly and that the correct terms and conditions have been applied
- Established credibility and developed relationships with mid departmental to senior level client managers in sales
- Worked with customer employees and management to promote, drive and maintain continuous improvement in processes and productivity
- Worked as part of the team to develop and implement the goals of efficiency improvement and cycle time reduction, via digitalization
- Provided assistance to staff regarding various software programs
- Assisted and guided assistants and other employees in their duties
- Provided customer support and resolved any service performance issues
- Develop effective working relationships with other team members, internal departments and sister companies
- Perform customer trading partner onboarding activities including set-up, testing, data validation and troubleshooting in the cyclone and other related environments.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Paralegal
Gibbons Legal, Philadelphia, PA
04.2018 - 06.2018
- Educated and assisted individuals with an application for a Pre-Settlement Funding Option
- Conducted telephone questioners to see if clients are candidates for a class action suit
- Liaison between management and individuals regarding their settlements as well as assisting them with a reissue of a payment and or reimbursement of a claim.
- Analyzed evidence gathering and presentation, client counseling and jury selection methods processes for civil litigation.
- Attended court hearings and depositions to take notes and document proceedings.
- Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
Paralegal
Attorney Leonard Hill And Associates
06.2004 - 04.2018
- Analyzed evidence gathering and presentation, client counseling and jury selection methods processes for civil litigation.
- Attended court hearings and depositions to take notes and document proceedings.
- Contributed to successful case outcomes through diligent fact investigation and witness interviews.
- Supported risk mitigation efforts by assisting in the preparation of due diligence reports on potential clients or business partners.
- Analyzed deeds of trust to verify grantor, grantee, trustee and loan amounts for executive leadership.
- Researched statutes, decisions, legal articles, and codes.
- Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
- Boosted office productivity by maintaining an accurate calendar of appointments, deadlines, and court appearances.
- Promoted a positive work environment by providing training and guidance to junior paralegals or interns as needed.
- Edited and proofread legal documents to verify accuracy.
- Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.
Education
Bachelor of Arts - Business
The PJA School
Upper Darby, PA10.2006
Skills
Microsoft Word
Microsoft Excel
File and Data Retrieval
Executive-Level Presentations
Sentiment Analysis
Intelligence Analysis
Geographic Trend Tracking
Excel Functions
Systems Analysis
Computer Server Management
Timeline
Customer Service Representative
Kinder Morgan
06.2023 - 03.2024
Counselor Enroll/Eligibility Specialist
Maximus (Iconma)
06.2023 - 01.2024
Transaction Processing Associate III
Conduent Remote
06.2023 - 10.2023
Member Services Representative (HPHC Medicare)
Point32Health
11.2022 - 06.2023
Claims Processor
Tech Providers/ (Crawford & Company)
08.2022 - 11.2022
CAMS Contractor
Iconma/(DLL)
11.2021 - 10.2022
Unemployment Claims Specialist
K-Force (Florida Unemployment DEO Connect)
06.2020 - 04.2021
QA Specialist
1800Accountant, St. Petersburg, FL
12.2019 - 09.2021
Customer Service Representative
Transamerica, St. Petersburg, FL
06.2018 - 12.2019
Paralegal
Gibbons Legal, Philadelphia, PA
04.2018 - 06.2018
Paralegal
Attorney Leonard Hill And Associates
06.2004 - 04.2018
Bachelor of Arts - Business
The PJA School
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