Kelly M. Roberts3397 Chestnut Ridge Way • Orange Park, FL 32065

904-534-2299kellymroberts2010@gmail.com

SUMMARY OF QUALIFICATIONS

• Results-driven with self-confidence, integrity, and commitment to customer service excellence.• Composed in high stressed and fast paced environments.• Highly organized with proven leadership skills• 8 + years of software testing experience; 3 within IT and the remainder as the business SME completing user acceptance testing • Obtained ISTQB CTFL certification on October 4, 2012• Over fifteen years of experience within the health care insurance industry• Professional demeanor and attentive to detail.• Excellent verbal and written communication skills.

TECHNICAL/COMPUTER SKILLS

• Software - MS Office Suite: Excel, Word, PowerPoint, Project; SQL Navigator, IBM Data Studio, HP Application Lifecycle Management, HP Screen Recorder, Eden, Quick Development Case & Quality Review Tool, Enterprise Audit Service Viewer

• Functional Skills - Static, Integration, System, End-to-End, Regression, and User Acceptance Testing• Programming Skills - Develop and execute SQL

PROFESSIONAL EXPERIENCE

Florida Blue  Jacksonville, FLJuly 2011 - Present

Testing Specialist • Collaborate with business partners, developers, external vendors, and other test teams throughout the software development

life cycle to ensure successful project implementation.• Responsible for the development of test deliverables, which include test strategies and plan, test cases, test conditions, defect

reports, and test evaluation summaries, for each project allocated.• Plan and execute manual integration, system, regression, and user acceptance testing• Ensure test results are accurate, thorough, and appropriately documented via the HP Application Lifecycle Management Tool• Coordinate defect resolution by managing appropriate hand offs and completing retesting• Team representative on the Operational Excellence committee who channels process improvement ideas• Transitional player, which demonstrates the ability to quickly adapt to change and willingness to be flexible • Supported projects that require all levels of testing; input file validations, GUI validations, system interfaces, storage of data,

and output file validations • Gained knowledge of Quick Test Professional 11 by mentoring with the test automation team and assisting with test

automation enhancements

Florida Blue  Jacksonville, FLJuly 1997 - July 2011

Developed, facilitated, and delivered training presentations to internal and external audiences either in person or electronically using WebEx application

Positively influenced internal and external business partners’ to utilize the Florida Blue online self-service tools, which supports corporate objectives of reducing administration costs and competing in the marketplace with innovative solutions.

Served as a liaison between Florida Blue and external vendors, which resulted in the successfully implementation of system integrations.

Responsible for planning, implementing, and monitoring system enhancements for assigned applications As a business analyst, I was responsible for tracking, trending, reporting and the delivery of accurate and timely resolution

for operational issues.

Business SME who provided technical support for online self-service web tools to both internal and external audiences. Provided support as the primary Inter-Plan Relations Team (IRT) contact for approximately 14 Blue Cross Blue Shield Plans. Role

included inventory management; plan account receivable (A/R) management, provider A/R management, and managed aged and critical claim inquiries for both internal and external customers.

Extensive knowledge of the ITS Software and BCBSA policies and processing standards. Served as Acting Service Manager for the Plan-to-Plan dedicated service team. Provided leadership, support, and guidance to 10

Plan-to-Plan Service Associates in order to maintain operation of the team in the absence of the unit manager. Assisted with the establishment of the Plan-to-Plan unit, customer service call center, within IRT. The Blue Cross Blue Shield

Association mandated that all plans be in compliant prior to 1/1/06. The unit was successfully developed prior to the deadline. Teleworker who was self-managed and a high productive contributor towards reducing the customer service telephone, written,

adjustment, reopen, and claim inventories. Claim Adjustment SME responsible for ensuring an external vendor staff of 30 temporary employees were trained on claim

adjustments, which included creating an adjustment manual, providing support with technical questions, and developing additional helpful hint/quick reference materials.

Performed quality audits for the staff processing claim adjustments Submitted multiple process improvement requests to the operations analyst team for resolution in regards to system process issues. Lead trainer of Andrew Jackson High School students educating them on claims entry (HCFA and UB92). Received outstanding

evaluation results in regards to presentation skills, communication skills, and their comprehension of the materials. Coordinated process flow for an OCR claim project with regards to adjusting 7600 claims to correct the units. Worked

closely with programmer testing the online tool that was used to help decrease the manual process of adjusting the claims. The project was completed in less than two months compared to a projected timeframe of three or more.

As a team lead, I was responsible for assisting management in leading, coaching, and training the customer service staff in both a training environment and live production environment.

Served as a role model and mentor to the customer service team Maintained the operation of the team in the absence of the service manager. Assisted with the development and desired career progression of the Subject Matter Experts within the Training Application Unit

(TAU) by training them on different team lead duties. Assisted with the coordination of several departmental moves. Handled irate provider situations with effective communication and problem solving skills to improve provider satisfaction. As a member of the front-line staff, I was responsible for the accurate and timely resolution of all customer inquiries Possessed a professional image and attitude to both internal and external customers on a continual basis Provided multi-functional support to the Consolidated Inter-Plan Operations team as a cross-trained associate in Adjustments,

Suspense, Customer Service, and Claims Entry. Responsible for creating and distributing daily/monthly reports related to adjustment inventory, process improvement, and

educational opportunities. Supported team by providing leadership and technical support in the absence of the team lead. Provided support to the Training Application Unit as a Subject Matter Expert during 2/5/01-3/2/01.

EDUCATION AND TRAINING

University of Phoenix, Jacksonville, FL• Pursuing Bachelor of Science in Information Technology with Concentration in Information Management, Expected

Graduation Date – Spring 2015.

CERTIFICATIONS

Certified Tester, Foundation Level (CTFL), October 2012

AWARDS / ACHIEVEMENTS

Vision Award 2001 TOPS Award 2001 – Professionalism Sea Shell Award 2003 TOPS Award 2004 - Teamwork, Operational Effectiveness, Professionalism, and Service Sea Shell Award 2004 Six Sigma Yellow Belt Certified 2005 TOPS Team Award 2005

Inter-Plan Solutions Awards – Recognizing Plan Innovation, Vision and Excellence Super Star Award 2006 ACE Formal Award 2008