Barbara White has over 15 years of experience in information technology, customer service, and quality assurance roles. She currently works as an Application Support Supervisor where she trains subject matter experts to resolve complex issues for various government healthcare programs. Previously, she held roles such as Client Service Supervisor and Information Technology Help Desk Specialist where she managed call center operations, provided technical support to clients, and ensured quality standards were met. She has a Bachelor's degree in Fashion Merchandising and Business Marketing.

1. BARBARA WHITE
13662 Bent Tree Circle Apartment 302
Centreville, VA 20121
404-337-1465
Email: barbara.white0097@gmail.com
SUMMARY OF QUALIFICATIONS
Dedicatedanddiligentprofessional withastrongbackgroundforLeadershipandBusinessAnalystskills.
Excellentbusinessmanagementskillsinfastpacedoperational environment. Effectiveinassessingand
resolvingoperational problemstoincrease productivityandcustomersatisfaction. Offering
communication,multitasking,training,mentoring,problem-solvinganddecision-makingskills. Decisive,
energetic,people-orientedcommunicatorable tocoordinate andleadpersonnel,contributingtomajor
projectsandensure attainmentof goals. Highlyambitious,goal-directedandqualityconscious.
SECURTIY CLEARANCE
PublicTrust
PROFESSIONAL EXPERIENCE
QUALITYTECHNOLOGY,Inc.
12-2013 to Present
InformationTechnologyandrelatedservicesandproductstogovernmentandcommercial organization
inthe areasof Enterprise SystemsManagement,SystemOperationsandManagementandWebPortal
SupportServices.
ApplicationSupport Supervisor
Train/Coachsubjectmatterexpertstoresolve complex issuespertainingtospecificprograms. Direct
supportfor SystemsArchitectsforfilefailuresrelatedtoenrollmentforthe MarketPlace website,
FederallyFacilitatedMarketplace andhealthcare.gov.Contracted employeeforCMS.
• Abilitytotrainonintricaciesof industryclaimssubmissionanddatafields.
• Provide technical/investigativesupporttoIssuer/Stateclientson
• Contributionand/ordistributiondiscrepancies.
• Technical implementationand reportingissues.
• Riskadjustmentcalculationexecution(paymentandcharges).
• Data QualityManagementoverview of QA measurementsandAd-hocreporting.
• Claimsdatatransmission/transformationissues.
• Researchandroot cause analysisof identified issues.
• Informationregardingstandardproceduresof paymenttiming.
• Workingknowledge of QHP,EIDM, CALT,HUB/DSH, HIOS, DefectTracking,E&E, PM, FEPS.

2. QUESTDIAGNOSTICNICHOLSINSTITUTE
06-2012 to 12 -2009
Pathology,Cytologyandmedical diagnostictestingof routine bloodspecimensto
complex disease control.
ClientService Supervisor
Manage and directall aspectsof call centeroperationsrelatedtoassignedClientService staff.
Implementsandreviewscall centerprocesses,policies,andstandardoperatingprocedures.Accountable
for ensuringthe highestlevel of service isprovidedto customers. Facilitatesresolutionof escalatedcalls
and handlesmore complex interactions
 Lead byexample indemonstrating standardof conduct.
 Responsible forthe supervision,coaching,monitoring,training,andperformance management
of assignedstaff.
 Responsible fordailyoperationsof the department,includingmonitoringof call management
system.
 Createdpostsanddiscusseswithdepartment reportmetricsanddepartmentperformance.
 Plansand coordinatescustomerservice activities,ensuringthatcommitmentsare metandthat
questionsorcomplaintsare processedproperlyandefficiently.
 Initiated andmaintainscommunicationwith,andprovideshighlevel service toourinternal and
external customers.
 Contributed tothe developmentof new proceduresandprocessesandthe modificationof
existingcustomerservice procedures.
 Ensured that all laboratoryservicespertainingtopatientinformationremainsconfidential and
that conditionsforrelease of informationbe inaccordance withlaboratoryrulesand
regulations.
 Directedthe preparationandmaintenance of records,reportsandotherdatarelatedtoall
customerservice activitiesandfunctions.
 Oversaw the support,direction,andtrainingof companypoliciesandproceduresandbusiness
unitqualityimprovement(Compliance,Six Sigma,PCGS,andSOP’s).
 Ensuredcompliance withall federal andstate regulations.
 Preparedandsubmittedmonthlymanagementreportsincludingdepartmentmetricsas
requiredbyDashboard.
 Developed,coachedandmentoredstaff andprovided general supervisiontoensure all tasksare
completedaccuratelyandina timelyfashion.
 Recognized qualityserviceissuesandprovided feedbackandcoachingtoappropriate personnel
on opportunitiesforimprovement.
GET WELL NETWORK
Patientpathwayformedical solutionstoproactivityengagepatientstolearnmore abouttheirmedical
conditionsandmanage theirmedical health.
InformationTechnology HelpDesk Specialist
Troubleshootinganddiagnosingof issuesforclientswithtechnicaldifficulties,outagesandothernon-
technical issuesdue toclientslackof knowledge of the software.

3. 12/5/2006-11-16/2009
 Receivedcallsandloggedissues/requestsinformationintoJira.
 Escalatedappropriate issuestoappropriate supportteams.
 Managed internal andexternal clientrelationshipswhileprovidingoperationalsupportonthe
PatientLife System.
 Became expertinthe use andmanagementof the PatientLife System
 Respondedtotelephone andemailinquiriesfromexternal andinternalclientsregardingGet
Well Networkproducts.
 Recordednetworkorserveroutages(Nagios)andescalate toappropriate supportteams.
 Providedtimelyand reliable communicationonstatusandresolutionof issuestoclientand
AccountManagementteamregardingservice requestsandescalations.
 Ensuredefficiency,productivityandqualitystandardsweremetforall clientsaccordingtoSLA’s.
PAYPALMANILA,PHILIPPINES &Omaha,NE
An AmericanOnlineWorldwidePaymentSystemservingasanelectronicmethodof sendingmoney
versusthe papermethod.
SeniorCall CenterManager
Successfullylaunchedanoverflow call centerinthe Philippinesandmanagednewlyhiredemployeesto
trouble shootissuesoncreatingandeditingpaymentsonline.
1-2005 to 2-2002
 Skillfullyreducedincomingcall timesbyover30% by providingcustomers withdetailed
instructionsonutilizingPayPal product.
 Ledsuccessful efforttoopencall centerthree weeksearly,savingsof over$200K.
 Energeticandcompetentstyle ledtooverseasleadershipopportunity.
 Translationof Tagalogto Englishandvice versa.
 MonitoredandQC’edemployeesproductivity.
 Directlyreportedtothe UnitedStatesdivisionof E-Commerce forPayPal.
SKILLS AND ABILITIES
 MicrosoftOffice- Advanced
 Remedy
 ConflictResolution
 Listening
 Communication
 Jira(ticketingsystem)
 Nagios
 Tandem

4.  Mentoring
 Share Point
EDUCATION
AmericanInterContinental University,Atlanta,Ga 1993
FashionMerchandising/BusinessMarketingBachelorsof ArtsDegree