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Resolution Analyst Resume Example

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RESOLUTION ANALYST
Summary

Resolution Analyst with strong knowledge of logistics. I currently handle the account for the Department of Defense and their pay agent, correcting and coming to agreements regarding billing and payment Communicative and team-oriented with proficiency in Microsoft office, Pega dispute management system, Prism contract database, Outlook, & AS400. Proven history of stepping in to meet team, individual and management objectives.

Poised, with 4 years of experience in mediating disputes between parties to deliver peaceful resolutions and more than 10 years of office exerience. Independent-thinker talented in devising solutions specific to each conflict and situation. Active listener with attention on maintaining communication throughout case assessment and resolution.

Driven professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.

Results-focused professional with strength in identifying problems and finding a solution both parties can agree on. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills
  • Interdepartmental communication
  • Customer needs assessment
  • Corporate policies
  • Telephone etiquette
  • Proficient in Microsoft Word, Excel, Access & Power Point
  • Reading contracts and coming to resolution based on customer pricing.
  • Proficient with Pega dispute management system, Prism contract database, AS400.
Experience
Company Name | City, StateResolution Analyst03/2017 - Current
  • Updated spreadsheets and other document filing systems.
  • Researched and compiled information for financial reports.
  • Gathered data to formulate appropriate replies for information requests.
  • Assisted team members by demonstrating key features in Microsoft Word, Excel, Pega dispute management system, Prism as well as customer Portals.
  • Explained daily processes and procedures to new hires, promoting better understanding of job tasks.
Company Name | City, StateOffice Manager05/2011 - 10/2016
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Oversaw office financial management, including AP/AR and payroll administration.
  • Elevated productivity initiatives and managed presidential calendar, including coordinating itinerary and scheduling appointments.
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Interviewed, on-boarded, developed and oversaw daily activities of 10 - 12 clerical and administrative office personnel.
  • Coordinated travel arrangements, including booking hotel rooms, car rentals and airfare for staff traveling to domestic and international locations.
  • Managed office inventory and placed new supply orders.
  • Drafted internal documents and memoranda.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Elevated customer satisfaction ratings by resolving client and case issues effectively.
  • Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Oversaw office inventory and timely reordering of supplies.
  • Oversaw training and daily performance of approximately 10 office staff and 40 to 50 drivers.
  • Served as main point of contact for outside vendors.
  • Trained 10-12 administrative employees and 40-50 truck drivers on best practices and protocol while managing teams to ensure optimal productivity.
  • Increased office organization by developing more efficient filing system and customerdatabase protocols.
  • Produced professional and error-free letters, presentations and spreadsheets.
  • Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock.
  • Elevated customer satisfaction ratings by resolving client and case issues efficiently.
  • Wrote professional business correspondence.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Updated employee paperwork and records.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Scheduled appointments and maintained master calendar.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Directed team of 10 - 12 administrative professionals to meet team needs in fast-paced environment.
  • Liaised directly with customers to meet needs and maintain satisfaction.
  • Oversaw daily functions.
  • Supervised office with 10 - 12 employees, consistently cultivating productive and positive work atmosphere.
  • Supported Terminal Manager, Assistant Terminal Manager & Dispatch team with smooth and efficient clerical support.
Company Name | City, StateCustomer Service Administrator05/2005 - 05/2010
  • Cultivated long-term relationships with customers, encouraging more lucrative business opportunities.
  • Regularly updated customer service database to reflect new information including address changes and contact details.
  • Answered phones for main switchboard to assist operator and facilitate smooth communications.
  • Contacted customer service manager for critical issues needing immediate attention.
  • Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Elevated productivity initiatives and managed presidential calendar, including coordinating itinerary and scheduling appointments.
  • Planned meetings for corporate employees from out of town and coordinated availability of conference rooms.
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.
  • Translated management directives into actionable mandates for front-line staff.
  • Managed daily operations within office by supporting continuous delivery of excellent services and care.
  • Coordinated travel arrangements, including booking hotel rooms, car rentals and airfare for staff traveling to domestic and international locations.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
  • Interfaced with various departments and communicated effectively using active listening, open-ended questioning and appropriate response skills.
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Produced professional and error-free letters, presentations and spreadsheets.
  • Planned and executed successful corporate meetings, lunches, dinners and special events.
  • Prepared documents including customs documents and scheduled logistics.
Education and Training
Austin Area High School | City, StateHigh School Diploma06/1981
Penn State University | CitySome College (No Degree) in Nursing
Activities and Honors

5 Outstanding Quality Service Awards based on customer testimonials.

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Resume Overview

School Attended

  • Austin Area High School
  • Penn State University

Job Titles Held:

  • Resolution Analyst
  • Office Manager
  • Customer Service Administrator

Degrees

  • High School Diploma
    Some College (No Degree) in Nursing

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