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Administrative Assistant III - Claims Resume Example

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JR
ADMINISTRATIVE ASSISTANT III - CLAIMS
Professional Summary

Experienced administrator with four years of experience in claims. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills
  • Spreadsheet management
  • Documentation and control
  • AP/AR proficiency
  • Faxing paperwork
  • Writing reports
  • Meeting minutes
  • Customer and client relations
  • Program files maintenance
  • Conflict resolution
  • Personable and outgoing
  • Processing records destruction
  • Overseeing automated databases
  • Expense reporting
  • Optimizing processes
  • Administrative support
  • Invoice processing
  • AP/AR understanding
  • Flexible
  • Administrative Assistance
Work History
03/2016 - CurrentAdministrative Assistant III - Claims | Nebraska Furniture Mart - Omaha, NE
  • Investigated and resolved customer complaints to foster satisfaction.
  • Conducted training and changed management processes to improve operations.
  • Worked with Assurant to resolve extended warranty problems, improve operations and provide exceptional customer service.
  • Developed standard operating procedures and document workflows for current and future process steps.
  • Created current Manufacturer Return authorization process and monitored database for all regions
  • Managed the in home damage claim database for all regions
  • Managed the escalated Assurant situations database for all regions
  • Filed claims with Liberty Mutual after exhausting all other routes for liability
  • Acted as the point of contact for service and billing issues with servicers in each region
  • Approved bill pay for stock parts in all regions
  • Approved NFM paid part orders for escalated customer issues
  • Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data.
  • Adhered to established policies, procedures and compliance for satisfactory audit rating.
  • Developed, updated and maintained database of existing and potential customers in POPS and sharepoint
  • Audited Assurant account orders and payments
  • Maintained regular contact with servicers and manufacturer contacts for strengthened relationships.
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record.
  • Coached employees on errors
  • Acted as a Samsung Care Council Member
  • Attended weekly Assurant conference calls for updates on service and other areas of the business
  • Held refresher courses on standard operating procedures such as Vendor Return Authorization processes, Water/Fire Home Damage claims, and Assurant escalation processes
  • Improved quality processes for increased efficiency and effectiveness.
  • Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Assisted in Square Trade's service network developement
10/2015 - 03/2016Customer Service Representative Trainer | Nebraska Furniture Mart - Omaha, NE
  • Promptly responded to inquiries and requests from prospective customers.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided back up for customer service managers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Implemented and developed customer service training processes.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Effective liaison between customers and internal departments.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Provided primary customer support to internal and external customers in fast-paced environment.
09/2014 - 10/2015Customer Service Representative | Nebraska Furniture Mart - Omaha , NE
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Responded to customer requests for products, services and company information.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
07/2011 - 09/2014Server | Garden Cafe - Omaha , NE
  • Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
  • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
  • Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
  • Prepared beverages and filled food orders for customers.
  • Greeted and maintained relationships with regular customers.
  • Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
Education
University of Nebraska At Omaha, Omaha, NEBachelor of Arts: Business Administration
Accomplishments

Women Lead Graduate 2019

Teammates Mentor 2019 - Present

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Resume Overview

Companies Worked For:

  • Nebraska Furniture Mart
  • Garden Cafe

School Attended

  • University of Nebraska At Omaha

Job Titles Held:

  • Administrative Assistant III - Claims
  • Customer Service Representative Trainer
  • Customer Service Representative
  • Server

Degrees

  • Bachelor of Arts : Business Administration

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