Vanessa Hansley
Sumter,SC
Summary
A seasoned professional with 23 years of diverse experience, including a pivotal role as a QA Analyst/Lead at WNS Global Services. Expertise in quality assurance, product verification, and maintaining QA scores. Skilled in customer service, technical support, and quality control, seeking to leverage these strengths in a Quality Analyst position.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Account Representative
U.S. Bank
2023.03 - Current
- Provide exceptional customer service by efficiently navigating multiple systems to assist with account transactions, transfers, and inquiries.
- Maintain high standards of client satisfaction and facilitate seamless account management.
- Troubleshoot account issues, ensuring prompt resolution and customer retention.
- Demonstrate expertise in account reconciliation, transaction processing, and financial services.
Customer Service Representative 2
WPS Health Solutions
2022.10 - Current
- Process and review healthcare claims for providers and beneficiaries, ensuring accuracy, compliance with benefit guidelines, and timely resolution.
- Monitor and update claim statuses, contributing to a more efficient claims process.
- Provide assistance with benefits and eligibility questions, delivering tailored support to clients.
- Ensure accuracy in claims data entry, claims management, and insurance compliance.
Patient Care Assistant (PCA)
Accredo Health Group
2022.01 - 2022.10
- Coordinated medication schedules and managed patient cancellations, ensuring adherence to treatment plans and high-quality patient care.
- Resolved patient complaints and handled customer service inquiries, maintaining patient confidentiality and following best practices in healthcare.
- Utilized CRM systems to manage patient records and ensure accurate documentation of care provided.
- Demonstrated proficiency in patient care coordination, medication management, and healthcare communication.
Tier 2 Technical Support
Wayne Perry & Associates
2021.01 - 2022.01
- Delivered advanced technical support to troubleshoot and resolve customer device and system issues, improving user experience.
- Enhanced customer satisfaction through efficient problem-solving and clear communication of technical solutions.
- Managed ticket escalations and ensured timely issue resolution, contributing to improved support team efficiency.
- Utilized technical troubleshooting skills and knowledge of networking systems and software solutions to resolve complex problems.
Tier 2 Technical Support
Concentrix
Sumter, SC
2017.05 - 2020.09
- Provided escalated technical support for hardware and software issues, ensuring efficient resolution and minimizing system downtime.
- Created and tracked support tickets, ensuring issue documentation and root cause analysis for ongoing improvements.
- Assisted in the training and mentoring of junior team members, contributing to overall team performance and knowledge-sharing.
- Demonstrated expertise in troubleshooting, system diagnostics, and customer service escalation.
QA Analyst/Lead
WNS Global Services
Columbia, SC
2016.02 - 2017.05
- Led quality assurance assessments by conducting call analysis to ensure compliance with internal standards and external regulations.
- Managed QA scorecards and provided feedback to team members to foster continuous improvement in service quality.
- Trained and mentored junior analysts, promoting the application of best practices and enhancing team performance metrics.
- Specialized in data analysis, process improvement, and maintaining QA documentation.
Quality Control Inspector
PSSI Inc.
Sumter, SC
2007.10 - 2014.10
- Conducted detailed inspections of products and processes to ensure compliance with industry standards and safety regulations.
- Managed the maintenance and safe operation of machinery, improving operational efficiency and ensuring product integrity.
- Enhanced product quality by identifying and addressing issues related to defective products and process deviations.
- Demonstrated proficiency in quality control, production standards, and risk management.
Education
High School Diploma -
Sumter High
1998-08
Skills
- Customer service
- Call Center Support
- Technical Support
- Troubleshooting
- QA
- Quality Assurance
- Escalation Management
- Ticketing Systems
- Zendesk
- Salesforce
- Health Claims Processing
- Insurance Compliance
- CRM Systems
- Patient Care Coordination
- Data Analysis
- Process Improvement
- Inventory Management
- Microsoft Office
- Excel
- Word
- Google Docs
- Sales
- Merchandising
- Team Leadership
Certification
- Forklift Safety, 2021
- Attention to Detail, Proficient
- Customer Service Excellence, Proficient
- Work Motivation, Proficient
Timeline
Customer Account Representative
U.S. Bank
2023.03 - Current
Customer Service Representative 2
WPS Health Solutions
2022.10 - Current
Patient Care Assistant (PCA)
Accredo Health Group
2022.01 - 2022.10
Tier 2 Technical Support
Wayne Perry & Associates
2021.01 - 2022.01
Tier 2 Technical Support
Concentrix
2017.05 - 2020.09
QA Analyst/Lead
WNS Global Services
2016.02 - 2017.05
Quality Control Inspector
PSSI Inc.
2007.10 - 2014.10
High School Diploma -
Sumter High