This summary provides an overview of Steve Cusaac's professional experience in customer service, management, and business analysis roles over 25 years. He has expertise in claims processing, data entry management, document management, training material development, management, I-9/E-Verify, tax credits programs, and customer service. Cusaac held roles such as Business Systems Analyst, Associate Product Assurance Engineer, Production Supervisor, and Manager where he improved workflows, quality, and customer satisfaction. His technical skills include Microsoft Office and systems like Siebel and TRAC.

1. STEVE CUSAAC
Florence, SC 29501
843.665.5533 scusaac50@aol.com
SUMMARY
Solution driven and resourceful Business Professional with demonstrated experience in customer service
management, improving workflow, and productivity. Known as highly adaptable, capable of working effectively
within team or individually. An adept and skilled team leader, building and developing teams, positively
influencing though guidance, while improving customer satisfaction.
Expertise in:
• Claims Processing • Data Entry Management
• Document Management • Training Material Development
• Management / Leadership
• I-9/E-Verify
• Tax Credits / WOTC Programs
• Mail delivery
• Customer Service
• Retail Experience
• Manufacturing Quality Control
• Forklift Operation
TECHNICAL SKILLS
Microsoft Products: Word, Excel, Visio & Publisher 97-2010
Other: Snagit, Rally, TRAC, Oracle Siebel
PROFESSIONAL EXPERIENCE
United States Postal Service, Timmonsville, SC 2014 – present
Rural Carrier Associate 2014 – present
Cover for full-time carrier when they are out sick, vacation, etc.
• Use personal vehicle to deliver mail (letters, packages, certified mail, etc.) on a designated rural route. Sale
stamps and perform other customer requests as required.
ADP TAX CREDIT SERVICES, Florence, SC 2007 – 2014
Business Systems Analyst 2011 – 2014
Participated in development of ADP’s next generation Tax Credits Work Opportunity Tax Credit (WOTC)
program, processing system, working with international development teams (India / Brazil / Atlanta, GA).
• Enriched development of Tax Credits processing system by working in an Agile development environment,
gathering and documenting business requirements for new screens/ business rules/logic, including writing
user stories, performing QA testing on user stories once released in development environment.
• Continued support for ADP’s legacy I-9 screening system, including E-Verify upgrades (ver. 22, 23 & 24)
and the new 2-page Form I-9 release.
Associate Product Assurance Engineer 2007 – 2011
Worked with ADP’s legacy I-9 product, as well as Tax Credits (WOTC) product, maintaining, enhancing, and
correcting functional needs for forms processing by serving as liaison between business and development
teams.
• Improved workflow by analyzing system issues received via ticketing system, working with developers,
identifying solutions and gathering business requirements for requested changes to current processing
system logic/business rules requested by the operations team or as required by legislative updates.
• Enhanced form processing by working on ADP’s I-9 product, regarding break / fixes, enhancements for the
screening process, E-Verify upgrades (ver. 17/18, 19, 20, 21) as well as issues / enhancements /
legislative updates for ADP’s Tax Credits (WOTC) program, ensuring successful and timely processing of
forms for both programs.

2. STEVE CUSAAC SCUSAAC50@AOL.COM
ADP Account Management Clerk 2006 – 2007
Temporary assigned through Manpower
Guided processing WOTC (8850) forms, reviewing all received forms, and requesting missing information from
clients.
• Met timeliness program standards by manually entering or keying 8850 forms for WOTC / WTW program,
ensuring accuracy in processing.
• Obtained missing required information by maintaining communication with clients by telephone, email, or
written correspondence, ensuring document accuracy and complete information required by various state
offices for Tax Credits (WOTC) program.
Walden Structures, Darlington, SC 2005 –2006
Production Supervisor (Mega Force)
Tracked teams progress of units manufactured as required by contract specifics. Performed QC on finished
units, ensuring units completed per design specs, and units correctly identified / numbered for correct shipment
order for assembly at site. Ordered supplies / tools as needed, ensuring workflow continued without any
stoppage.
• Maintained workflow by utilizing various sized forklifts, unloading equipment, and supplies, including
loading / unloading shipping containers used for unit manufacture required by contract. Keyholder, opened
and closed shop each day.
TRICARE/PGBA, LLC, Florence, SC 1994 – 2004
Project Test Administrator 2002 – 2004
Reviewed incoming work requests (breaks and enhancements) for BCBSSC’s TRICARE claims processing
system as part of Project Test Administrator team, assigned work to Project Test Coordinators, ensured work
was completed and ready for release to production environment.
• Improved production by supervising Project Test Coordinators, creating and reviewing test plans, ensuring
all requirements met for system changes/break fixes, released to production environment.
• Enhanced quality by serving as liaison between tester, programmer, and Client Advocate, ensuring all
parties involved on same page, understanding desired results, reducing any misunderstandings.
• Refined processes by creating training material for testing department, documenting processing of active
duty service member claims, ensuring accuracy.
Manager 1998 – 2002
Led multi-level team handling timely processing of professional healthcare claim forms submitted for TRICARE
program (active duty service members / retired service members and eligible dependents), responding to
telephone, and written correspondence. Supervised over 25 employees in multiple cost centers.
• Reduced customer service telephone answer time, maintaining level below contract SLA of caller wait time
< 2 minutes by implementing a peer monitoring system, allowing scheduled associates to monitor incoming
call volumes / wait times, contacting other associates for assistance, reducing call volume until
manageable by regularly scheduled phone staff.
OTHER POSITIONS HELD: Claims Associate III & Service Assistant II
Donohoe Lumber Co., Timmonsville, SC
Store Associate 1989 – 1994
Inside sales, customer service, paint mixing, glass cutting, re-screen doors/windows, submitted inventory
orders for hardware to the vender, handled deliveries, forklift operator, Tractor with front-end loader operator.
EDUCATION
BS, Political Science, minors in History and Geography, Francis Marion College, Florence, SC

3. Initial studies in Building Science and Management, Clemson University, Clemson, SC