elizaglow

Quality Assurance (Qa) Analyst

I’m Elizabeth Westerhaus, a Digital Transformation & Editorial Specialist dedicated to illuminating Web2 and Web3 projects with clarity and positivity. Based in the USA, I leverage my expertise as an Analyst, Project Manager, QA Expert, and Business Analyst to drive success, using Data Visualization and Structured Problem Solving to deliver impactful solutions. My Web3 Community Builder and Crypto Teacher skills foster vibrant blockchain communities like Doginal Dogs and Wizard DAO, while my consulting spans a wide variety of topics, including digital innovation and ethical strategies. As a Copyeditor, Proofreader, Editor, Wordsmith, and Technical Writer, I craft radiant, empathetic content that inspires. A passionate writer, gamer, and lover of mythology, I bring creativity to every endeavor, whether I’m gaming in fantasy worlds or training my American Bully XL service dog. Let’s shine together! #GlowsHaven

Experience: 11 years

Yearly salary: $60,000

Hourly rate: $35

Nationality: 🇺🇸 United States

Residency: 🇺🇸 United States

Experience

Appeals Representative and Triage Analyst

United Healthcare

2016 - 2025

Reviewed Medicare appeals, grievances, and executive complaints, ensuring compliance with HIPAA/CMS standards. Analyzed claim denials using Facets, UNET, and SQL, resolving errors with medical records and contract research. Conducted QA reviews, identifying trends and enhancing team accuracy via SOP feedback. Specialized in UBH processes and NJ Consent Forms, routing complex cases effectively. Leveraged Power BI and process mapping to visualize trends and train staff in Agile practices. Collaborated with Network Management and Claims Operations on provider complaints and DOI inquiries.

Customer Service Advocate

OptumRX

2013 - 2016

Resolved prescription inquiries and billing disputes with empathy, ensuring timely outcomes. Supported technical assistance line, troubleshooting system issues and guiding users through portals. Processed orders and verified eligibility using Avaya and RxHD, maintaining HIPAA compliance. Improved response efficiency by tracking inquiry trends with Microsoft Office tools.

Customer Contact Agent/Reservation Sales Agent

Flytele (British Airways)

2012 - 2013

Managed flight reservations and itinerary changes in a high-volume call center for British Airways. Resolved delays and ticketing issues, de-escalating callers with researched solutions. Processed bookings via VCC systems, ensuring accurate flight and pricing details.

Call Center Representative/Escalations/Trainer/Supervisor

Alorica Inc.

2005 - 2008

Progressed from Representative to Supervisor, overseeing 10-15 agents and boosting team metrics. Handled escalated calls, resolving billing and service disputes with empathy and research. Trained new hires on call techniques, systems, and policies, enhancing productivity. Implemented QA processes, including coaching and call monitoring, to improve performance. Analyzed trends and recommended process improvements until role ended due to downsizing.

Skills

analyst

community-manager

compliance

customer-success

operations

telecommuting

transcribing

quality-assurance

english

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