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Social Insurance Specialist Expert Resume Example

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SOCIAL INSURANCE SPECIALIST EXPERT
Professional Summary
Enthusiastic Social Insurance Specialist Expert eager to contribute to team success through hard work and excellent organizational skills. Clear understanding of health and disability insurance. Motivated to continue to learn, grow and excel in the healthcare industry. Experienced Insurance Specialist with over 10 years of experience in Disability and Healthcare Insurance. Excellent reputation for resolving problems and improving customer satisfaction.
Skills
  • Microsoft Word, Excel, PowerPoint
  • Analytical skills
  • Mentor. Training
  • Auditing
  • Performance reviews
  • Time Management
  • Decision Making
  • Problem Solving
  • Quality improvement
  • Leadership
  • Law, Policies
  • Researching
  • Strategic Planning
  • Customer Service
  • Disability Insurance
  • Health Insurance
  • Account Management, Delivery, Office Manager, Supervisor
  • Administrative, Direction, Performance reviews, Switchboard
  • Ad, Documentation, Performance management, Systems support
  • Analytical skills, Financial, Personnel, Telecommunications
  • Agency, Front office, Policies, Telephone
  • ATM, Inside Sales, Presentations, Time Management
  • Auditing, Insurance, Pricing, Training materials
  • Banking, Leadership, Problem Solving, Wiring
  • Basic, Law, Processes, Workflow
  • Cashier, Marketing, Procurement, Written
  • Closing, Materials, Profit
  • Oral, Meetings, Progress
  • Competitive, Mentor, Project leader
  • Hardware, Merchandising, Quality
  • Contracts, Access, Quality improvement
  • Contract negotiations, Excel, Reception
  • Credit, Mail, Researching
  • Clients, Money, Research
  • Client, Office, Safety
  • Customer satisfaction, PowerPoint, Sales
  • Customer Service, Microsoft Word, SAP
  • Databases, Works, Spreadsheets
  • Decision- making, Monitors, Strategy
  • Decision Making, Needs analysis, Strategic Planning
Work History
Social Insurance Specialist Expert, 06/2008 to Current
Company Name – City, State
  • Provide technical information, advice, and guidance with complex workloads.
  • Analyze allegations, overcome obstacles to gather evidence and relates events to the milestones and critical points.
  • Collect and confirm information from a multitude of sources to make interpretative recommendations concerning emergency preparedness procedures, policy violation inspections and criminal and civil case law precedents.
  • Interpret complicated civil laws, laws of evidence and precedent-setting court decisions to gather investigative evidence and conduct research and analysis of administrative and civil cases.
  • Collect and confirm missing or withheld information from a broad variety of sources including informants, court records, databases, and reports.
  • Enforce Agency programs and operations, laws, policies, regulations, directives, procedures and instructions to plan, conduct and coordinate investigations related to fraud, waste, abuse, and mismanagement.
  • Plan, coordinating, and conducting extremely complex administrative and civil investigations and devising and improvising ways and means of accomplishing investigative goals effectively and expeditiously.
  • Overcome obstacles to obtain evidence and to identify and resolve discrepancies once collected.
  • Mentor and train employees work methods, policies, procedures, guidelines.
  • Develops, implements, evaluates and improves processes and procedures to monitor the effectiveness, efficiency, and productivity of the unit and/or organization directed.
  • Plans, organizes, participates and provides direction to a group of employees in the selection and application of appropriate problem solving methods and techniques.
  • Plans and organizes meetings.
  • Handles or assigns administrative details, orchestrates all group activities and oversees preparations for reports and presentations.
  • Ensures that work assignments/projects of the unit are carried out by arranging the work among employees to allow timely completion and adequate work for each employee; keeps up with the status of the work, makes appropriate adjustments in accordance with priorities; and reports to the Field Office Manager on unusual problems that arise and on expected completion times.
  • Prepares reports and maintains records of work accomplishments and administrative information, as required, and coordinates the preparation, presentation and communication of work-related information to the supervisor.
  • Reviews and approves the substance of reports, decisions, case documents, contracts, or other action documents to ensure they accurately reflect the policies and position of the organization and the views of the agency.
  • Researches and applies a range of qualitative and/or quantitative methods to identify, analyze and improve the group's effectiveness, efficiency and work products.
  • Reviews completed work for accuracy and completeness.
  • Periodically informs the supervisor of group and individual work accomplishments, problems, progress in mastering tasks and work processes, and training needs.
  • Resolves customers informal and formal complaints.
  • Informs employees orally or in writing of management goals and objectives.
  • Resolves informal complaints of group members; refers formal complaints/ grievances to supervisor for resolution.
  • Assists the supervisor in assessing the work performance of employees by reviewing both completed work and work in progress, auditing interviews, conducting periodic desk audits, and reviewing incoming and outgoing mail.
  • Makes recommendations, as requested, or based upon personal observation, on performance awards, formal training.
  • Serves as officer in charge with delegated authorities as designated when no other supervisors are present.
  • Conducts studies of the claims process, developing proposed changes to procedures and/or workflow, either on own initiative or as project leader for multiple offices.
  • Conducts review of information where fraud by beneficiaries, claimants, employees and/or the general public is suspected.
  • Develops documentation and evidence for referral to the Office of the Inspector General (OIG).
  • Conducts periodic reviews of administrative and remittance processes (procurement, purchase logs and records, postage, and similar matters) and recommends appropriate corrective action.
  • Conducts onsite security control and audit reviews as needed.
  • Serves as liaison with the Regional Security Officer, regional office integrity staff, OIG and central office on suspected fraud cases.
  • Serves as the local security officer with responsibility for personal identification numbers/password control and changes to employee profiles.
  • Provides technical advice to claims and service representatives on policies and procedures regarding fraud by the public and beneficiaries.
  • Responds to congressional and other sensitive inquiries.
  • Reviews complaints from the public and prepares written responses.
  • Coordinates with local/area/regional public affairs specialists and OIG in developing public and employee information regarding fraud and abuse.
  • Develops or participates in the development, conduct and evaluation of studies to determine the strengths and weaknesses of the automated and electronic processing systems.
  • Analyzes work flows and system usage and recommends appropriate changes.
  • Evaluates programs and applications developed by others and makes recommendations regarding their implementation.
  • Evaluates the effectiveness of systems activities.
  • Monitors FO workload processing to ensure appropriate systems support.
  • Provides technical, administrative, and systems support on workflow and workload processing.
  • Works with appropriate personnel to seek satisfactory resolution.
  • Interprets changes in policies, regulations, and procedures.
  • Provides advice to local management to determine the potential impact of changes on service delivery and systems utilization.
  • Develops strategies to ensure the implementation of new policies are in compliance with SSA service delivery goals.
  • Serves as a resource for field office employees in automated and electronic processing systems.
  • Plans, develops, and monitors initiatives in support of SSA public service initiatives.
  • Conducts studies of FO customer appointment processes and reception area practices.
  • Conducts customer satisfaction surveys and investigates to resolve customer complaints.
  • Prepares materials interpreting SSA programs for key groups and organizations.
  • Plans, conducts, and coordinates special outreach programs.
  • Conducts studies of administrative practices to detect deficiencies and recommend methods of improvement.
  • Prepares analytical reports, researching data, and performing statistical computations for use in a variety of meetings, office visits, and other functions.
  • Evaluates administrative training needs of FO staff, prepares training materials, and provides training on a variety of administrative subjects.
  • Works with the General Services Administration regarding space issues.
  • Develops, adjudicates and authorizes the most complex, non-routine cases, typically those that are highly unusual, without precedent and usually involve a number of different SSA administered programs.
  • Provides expert technical advice and assistance to other employees during the decision- making process.
  • Coaches employees in interviewing and other developmental techniques to gather necessary information that results in high volume and high quality case processing.
  • Develops and responds to high profile or time sensitive cases and congressional inquiries.
  • Serves as a liaison with employers, payee organizations and other State/local entities to resolve complex cases or to explain agency policies.
  • Conducts case reviews for quality improvement, training, and performance management and as necessary audits interviews.
  • Provides feedback to management on process improvements and prepares written instructions, feedback, and documents processes for improvement as appropriate.
  • Provides technical expertise on the most effective use of new and existing software/ systems to process specific complex claims and post-entitlement actions.
  • Fosters the use of internet, intranet and various software applications.
  • Encourages the use of development tools issued by the agency to aid technicians.
  • Pilots and implements systems initiatives and subsequent releases, related hardware and software considerations, telecommunications and systems security issues.
  • Studies program operations, new legislation, automated systems, management initiatives and operation of interacting programs and organizations to develop new and modified operating instructions and training material.
  • Serves as technical expert on public fraud issues in specific claims and post-entitlement cases.
  • Develops potential cases, when the claimant has misrepresented his/her circumstances, so that SSA's Office of Inspector General (OIG) can adjudicate the case.
  • Collects all relevant information/background and develops the basis for the case to be made in the administrative process and/or court.
  • Develops, makes, and implements administrative sanctions decisions.
  • Works with the OIG on cooperative investigations to provide the technical development of the most sensitive and complex cases.
  • Ensures that the integrity of programs administered by SSA is maintained and protected.
  • Properly safeguards personally identifiable information (PII) from loss, theft, or improper disclosure including inadvertent disclosure, and immediately notifies management of any breach, loss or potential loss of PII in any form.
  • Functions as a technical resource to support and coordinate new, highly sensitive workloads and processes or programmatic pilots on an ad hoc or planned basis.
  • Process Medicare eligibility and resolve problems concerning premiums and entitlement.
  • Discuss enrollment period options.
  • Enroll current beneficiaries or provide application for self-help completion.
  • Develop and make equitable relief and good cause recommendations concerning the month of enrollment and premium surcharges.
  • Discuss and process Income Related Monthly Adjustment Amount (IRMAA) provisions and Part D Extra Help program options.
  • Make appropriate referrals to Center for Medicare and Medicaid Services and state agencies for buy-in and state assisted programs.
  • Develops appropriate and accurate written and oral responses to communicate health information to public.
  • Maintain accuracy, completeness and security for medical records and health information.
  • Keep accurate log of all requests for medical information and records.
  • Perform needs analysis to obtain information required to make appropriate health insurance program recommendations for Medicaid and Medicare.
  • Schedule fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Collect all premiums on or before effective date of coverage.
Pricing Coordinator, 01/2007 to 01/2008
Company Name – City, State
  • Provided integrity and management of promotional pricing.
  • Maintained and established customers price files within SAP system.
  • Created stock, job, and blanket quotations.
  • Resolved price discrepancies within customer's file information and purchase orders.
  • Assisted with development of list prices and pricing strategies.
  • Documented all pertinent information and keep updated files on each assigned territory.
  • Contributed to establishing processes and procedures that drive profit improvements.
  • Interacted with field contacts to encourage sales and operations that increase and maintain sale prices at most efficient pricing costs.
  • Carried out presentations, work with spreadsheets and run or participate in meetings.
  • Strategically plan and participate in service contract negotiations.
  • Negotiated service contract freight rates, terms, and conditions; in order to respond to spot shipment rate requests and implement tariffs.
  • Participated in and prepare for strategy meetings.
  • Kept up to date with what was going on in markets is essential.
  • Created measurement tools to track pricing activities and results.
  • Created, implemented, and enforceed pricing policies and procedures.
  • Supported Sales & Marketing efforts through price recommendation & quotation administration.
  • Reviewed and determined acceptability of all Project and Stock pricing requests.
  • Gathered and updated competitive pricing information for respective sales territories, allowing for pricing adjustments using in-depth product knowledge.
  • Offered substitutions for specified Cooper Wiring products when competitive pressures occurred.
Customer Service Representative, 01/2006 to 01/2007
Company Name – City, State
  • Answered heavy volume inbound/outbound calls from customers and sale representatives.
  • Proofed, prepared, entered and changed orders for SAP system entry.
  • Provided order and product information to customers.
  • Managed customer orders and backorders via reports and follow-up methods.
  • Interfaced with other company facilities, departments, and personnel to facilitate customer requirements in order to solve problems.
  • Assisted customers with merchandising, sale aids, credits, invoices, and returned good requests.
  • Assisted other Customer Service Representatives, Team Leaders and Department Management in meeting their goals.
  • Interacted with appropriate external departments to facilitate changes required to ensure ongoing improvements in the efficiency of the CSR group.
  • Assisted the Inside Sales Manager in the development of metrics on the communication system.
  • This included publishing and maintaining our sales dashboards and working with the Customer Service Rep group to ensure proper coverage.
  • Investigated and facilitated changes as needed to satisfy our customers.
  • Contributed to achievement of both pricing and customer service goals by providing support to all team members in generating, maintaining quotations and provided pre and post sales activities.
  • Handled a wide variety of situations and conflicts involving sales administrative functions of the Account Management Team in a manner that is consistent with our values and behaviors.
  • Acted as a liaison for pricing department regarding interdepartmental activities and communications as required by team members.
Receptionist, 01/2004 to 01/2005
Company Name – City, State
  • Answered the multi-line switchboard, screen and route calls to appropriate personnel.
  • Provided clients with the sign in and out sheet.
  • Supported the executive staff and other administrative duties.
  • Responsible for front office and conference rooms organization/appearance.
  • Entered a heavy entry of orders and credits.
  • Reviewed orders for accuracy and completeness.
  • Acted as liaison between Customer Service Representatives and Pricing Coordinators.
  • Scheduled and confirmed appointments and meetings.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
  • Maintained building security by monitoring logbook and issuing visitor badges.
Teller, 01/2003 to 01/2004
Company Name – City, State
  • Provided courteous and professional teller service to customers.
  • Completed teller transactions according to established guidelines.
  • Identified sales referral opportunities and makes appropriate referral.
  • Had in-depth knowledge of systems, processing, and procedure goals.
  • Supervised other tellers working at the bank.
  • Schedule other employees based on the bank's needs and the employee's schedules.
  • Assigned each teller specific tasks.
  • Trained new employees in the basic of customer service and in the bank's products.
  • Person on duty with access to the vault and the safety deposit box area.
  • Responsible for making sure the bank has enough cash on-hand to perform its daily functions.
  • Prepared the bank for opening and closing.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Processed quarterly vault and ATM audits with zero error rate.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Organized and removed online banking files no longer in use.
  • Executed wire transfers, stop payments and account transfers.
  • Collected member loan payments.
  • Sold cashier's checks, traveler's checks and money orders.
  • Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
  • Maintained teller drawer to perform bank transactions.
Education
Bachelor of Administration: Business, Accounting, 2012
Saint Leo University - City, State
Work History
Social Insurance Specialist Expert, 06/2008 to Current
Company Name – City, State
  • Provide technical information, advice, and guidance with complex workloads.
  • Analyze allegations, overcome obstacles to gather evidence and relates events to the milestones and critical points.
  • Collect and confirm information from a multitude of sources to make interpretative recommendations concerning emergency preparedness procedures, policy violation inspections and criminal and civil case law precedents.
  • Interpret complicated civil laws, laws of evidence and precedent-setting court decisions to gather investigative evidence and conduct research and analysis of administrative and civil cases.
  • Collect and confirm missing or withheld information from a broad variety of sources including informants, court records, databases, and reports.
  • Enforce Agency programs and operations, laws, policies, regulations, directives, procedures and instructions to plan, conduct and coordinate investigations related to fraud, waste, abuse, and mismanagement.
  • Plan, coordinating, and conducting extremely complex administrative and civil investigations and devising and improvising ways and means of accomplishing investigative goals effectively and expeditiously.
  • Overcome obstacles to obtain evidence and to identify and resolve discrepancies once collected.
  • Mentor and train employees work methods, policies, procedures, guidelines.
  • Develops, implements, evaluates and improves processes and procedures to monitor the effectiveness, efficiency, and productivity of the unit and/or organization directed.
  • Plans, organizes, participates and provides direction to a group of employees in the selection and application of appropriate problem solving methods and techniques.
  • Plans and organizes meetings.
  • Handles or assigns administrative details, orchestrates all group activities and oversees preparations for reports and presentations.
  • Ensures that work assignments/projects of the unit are carried out by arranging the work among employees to allow timely completion and adequate work for each employee; keeps up with the status of the work, makes appropriate adjustments in accordance with priorities; and reports to the Field Office Manager on unusual problems that arise and on expected completion times.
  • Prepares reports and maintains records of work accomplishments and administrative information, as required, and coordinates the preparation, presentation and communication of work-related information to the supervisor.
  • Reviews and approves the substance of reports, decisions, case documents, contracts, or other action documents to ensure they accurately reflect the policies and position of the organization and the views of the agency.
  • Researches and applies a range of qualitative and/or quantitative methods to identify, analyze and improve the group's effectiveness, efficiency and work products.
  • Reviews completed work for accuracy and completeness.
  • Periodically informs the supervisor of group and individual work accomplishments, problems, progress in mastering tasks and work processes, and training needs.
  • Resolves customers informal and formal complaints.
  • Informs employees orally or in writing of management goals and objectives.
  • Resolves informal complaints of group members; refers formal complaints/ grievances to supervisor for resolution.
  • Assists the supervisor in assessing the work performance of employees by reviewing both completed work and work in progress, auditing interviews, conducting periodic desk audits, and reviewing incoming and outgoing mail.
  • Makes recommendations, as requested, or based upon personal observation, on performance awards, formal training.
  • Serves as officer in charge with delegated authorities as designated when no other supervisors are present.
  • Conducts studies of the claims process, developing proposed changes to procedures and/or workflow, either on own initiative or as project leader for multiple offices.
  • Conducts review of information where fraud by beneficiaries, claimants, employees and/or the general public is suspected.
  • Develops documentation and evidence for referral to the Office of the Inspector General (OIG).
  • Conducts periodic reviews of administrative and remittance processes (procurement, purchase logs and records, postage, and similar matters) and recommends appropriate corrective action.
  • Conducts onsite security control and audit reviews as needed.
  • Serves as liaison with the Regional Security Officer, regional office integrity staff, OIG and central office on suspected fraud cases.
  • Serves as the local security officer with responsibility for personal identification numbers/password control and changes to employee profiles.
  • Provides technical advice to claims and service representatives on policies and procedures regarding fraud by the public and beneficiaries.
  • Responds to congressional and other sensitive inquiries.
  • Reviews complaints from the public and prepares written responses.
  • Coordinates with local/area/regional public affairs specialists and OIG in developing public and employee information regarding fraud and abuse.
  • Develops or participates in the development, conduct and evaluation of studies to determine the strengths and weaknesses of the automated and electronic processing systems.
  • Analyzes work flows and system usage and recommends appropriate changes.
  • Evaluates programs and applications developed by others and makes recommendations regarding their implementation.
  • Evaluates the effectiveness of systems activities.
  • Monitors FO workload processing to ensure appropriate systems support.
  • Provides technical, administrative, and systems support on workflow and workload processing.
  • Works with appropriate personnel to seek satisfactory resolution.
  • Interprets changes in policies, regulations, and procedures.
  • Provides advice to local management to determine the potential impact of changes on service delivery and systems utilization.
  • Develops strategies to ensure the implementation of new policies are in compliance with SSA service delivery goals.
  • Serves as a resource for field office employees in automated and electronic processing systems.
  • Plans, develops, and monitors initiatives in support of SSA public service initiatives.
  • Conducts studies of FO customer appointment processes and reception area practices.
  • Conducts customer satisfaction surveys and investigates to resolve customer complaints.
  • Prepares materials interpreting SSA programs for key groups and organizations.
  • Plans, conducts, and coordinates special outreach programs.
  • Conducts studies of administrative practices to detect deficiencies and recommend methods of improvement.
  • Prepares analytical reports, researching data, and performing statistical computations for use in a variety of meetings, office visits, and other functions.
  • Evaluates administrative training needs of FO staff, prepares training materials, and provides training on a variety of administrative subjects.
  • Works with the General Services Administration regarding space issues.
  • Develops, adjudicates and authorizes the most complex, non-routine cases, typically those that are highly unusual, without precedent and usually involve a number of different SSA administered programs.
  • Provides expert technical advice and assistance to other employees during the decision- making process.
  • Coaches employees in interviewing and other developmental techniques to gather necessary information that results in high volume and high quality case processing.
  • Develops and responds to high profile or time sensitive cases and congressional inquiries.
  • Serves as a liaison with employers, payee organizations and other State/local entities to resolve complex cases or to explain agency policies.
  • Conducts case reviews for quality improvement, training, and performance management and as necessary audits interviews.
  • Provides feedback to management on process improvements and prepares written instructions, feedback, and documents processes for improvement as appropriate.
  • Provides technical expertise on the most effective use of new and existing software/ systems to process specific complex claims and post-entitlement actions.
  • Fosters the use of internet, intranet and various software applications.
  • Encourages the use of development tools issued by the agency to aid technicians.
  • Pilots and implements systems initiatives and subsequent releases, related hardware and software considerations, telecommunications and systems security issues.
  • Studies program operations, new legislation, automated systems, management initiatives and operation of interacting programs and organizations to develop new and modified operating instructions and training material.
  • Serves as technical expert on public fraud issues in specific claims and post-entitlement cases.
  • Develops potential cases, when the claimant has misrepresented his/her circumstances, so that SSA's Office of Inspector General (OIG) can adjudicate the case.
  • Collects all relevant information/background and develops the basis for the case to be made in the administrative process and/or court.
  • Develops, makes, and implements administrative sanctions decisions.
  • Works with the OIG on cooperative investigations to provide the technical development of the most sensitive and complex cases.
  • Ensures that the integrity of programs administered by SSA is maintained and protected.
  • Properly safeguards personally identifiable information (PII) from loss, theft, or improper disclosure including inadvertent disclosure, and immediately notifies management of any breach, loss or potential loss of PII in any form.
  • Functions as a technical resource to support and coordinate new, highly sensitive workloads and processes or programmatic pilots on an ad hoc or planned basis.
  • Process Medicare eligibility and resolve problems concerning premiums and entitlement.
  • Discuss enrollment period options.
  • Enroll current beneficiaries or provide application for self-help completion.
  • Develop and make equitable relief and good cause recommendations concerning the month of enrollment and premium surcharges.
  • Discuss and process Income Related Monthly Adjustment Amount (IRMAA) provisions and Part D Extra Help program options.
  • Make appropriate referrals to Center for Medicare and Medicaid Services and state agencies for buy-in and state assisted programs.
  • Develops appropriate and accurate written and oral responses to communicate health information to public.
  • Maintain accuracy, completeness and security for medical records and health information.
  • Keep accurate log of all requests for medical information and records.
  • Perform needs analysis to obtain information required to make appropriate health insurance program recommendations for Medicaid and Medicare.
  • Schedule fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Collect all premiums on or before effective date of coverage.
Pricing Coordinator, 01/2007 to 01/2008
Company Name – City, State
  • Provided integrity and management of promotional pricing.
  • Maintained and established customers price files within SAP system.
  • Created stock, job, and blanket quotations.
  • Resolved price discrepancies within customer's file information and purchase orders.
  • Assisted with development of list prices and pricing strategies.
  • Documented all pertinent information and keep updated files on each assigned territory.
  • Contributed to establishing processes and procedures that drive profit improvements.
  • Interacted with field contacts to encourage sales and operations that increase and maintain sale prices at most efficient pricing costs.
  • Carried out presentations, work with spreadsheets and run or participate in meetings.
  • Strategically plan and participate in service contract negotiations.
  • Negotiated service contract freight rates, terms, and conditions; in order to respond to spot shipment rate requests and implement tariffs.
  • Participated in and prepare for strategy meetings.
  • Kept up to date with what was going on in markets is essential.
  • Created measurement tools to track pricing activities and results.
  • Created, implemented, and enforceed pricing policies and procedures.
  • Supported Sales & Marketing efforts through price recommendation & quotation administration.
  • Reviewed and determined acceptability of all Project and Stock pricing requests.
  • Gathered and updated competitive pricing information for respective sales territories, allowing for pricing adjustments using in-depth product knowledge.
  • Offered substitutions for specified Cooper Wiring products when competitive pressures occurred.
Customer Service Representative, 01/2006 to 01/2007
Company Name – City, State
  • Answered heavy volume inbound/outbound calls from customers and sale representatives.
  • Proofed, prepared, entered and changed orders for SAP system entry.
  • Provided order and product information to customers.
  • Managed customer orders and backorders via reports and follow-up methods.
  • Interfaced with other company facilities, departments, and personnel to facilitate customer requirements in order to solve problems.
  • Assisted customers with merchandising, sale aids, credits, invoices, and returned good requests.
  • Assisted other Customer Service Representatives, Team Leaders and Department Management in meeting their goals.
  • Interacted with appropriate external departments to facilitate changes required to ensure ongoing improvements in the efficiency of the CSR group.
  • Assisted the Inside Sales Manager in the development of metrics on the communication system.
  • This included publishing and maintaining our sales dashboards and working with the Customer Service Rep group to ensure proper coverage.
  • Investigated and facilitated changes as needed to satisfy our customers.
  • Contributed to achievement of both pricing and customer service goals by providing support to all team members in generating, maintaining quotations and provided pre and post sales activities.
  • Handled a wide variety of situations and conflicts involving sales administrative functions of the Account Management Team in a manner that is consistent with our values and behaviors.
  • Acted as a liaison for pricing department regarding interdepartmental activities and communications as required by team members.
Receptionist, 01/2004 to 01/2005
Company Name – City, State
  • Answered the multi-line switchboard, screen and route calls to appropriate personnel.
  • Provided clients with the sign in and out sheet.
  • Supported the executive staff and other administrative duties.
  • Responsible for front office and conference rooms organization/appearance.
  • Entered a heavy entry of orders and credits.
  • Reviewed orders for accuracy and completeness.
  • Acted as liaison between Customer Service Representatives and Pricing Coordinators.
  • Scheduled and confirmed appointments and meetings.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
  • Maintained building security by monitoring logbook and issuing visitor badges.
Teller, 01/2003 to 01/2004
Company Name – City, State
  • Provided courteous and professional teller service to customers.
  • Completed teller transactions according to established guidelines.
  • Identified sales referral opportunities and makes appropriate referral.
  • Had in-depth knowledge of systems, processing, and procedure goals.
  • Supervised other tellers working at the bank.
  • Schedule other employees based on the bank's needs and the employee's schedules.
  • Assigned each teller specific tasks.
  • Trained new employees in the basic of customer service and in the bank's products.
  • Person on duty with access to the vault and the safety deposit box area.
  • Responsible for making sure the bank has enough cash on-hand to perform its daily functions.
  • Prepared the bank for opening and closing.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Processed quarterly vault and ATM audits with zero error rate.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Organized and removed online banking files no longer in use.
  • Executed wire transfers, stop payments and account transfers.
  • Collected member loan payments.
  • Sold cashier's checks, traveler's checks and money orders.
  • Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
  • Maintained teller drawer to perform bank transactions.
Skills
  • Microsoft Word, Excel, PowerPoint
  • Analytical skills
  • Mentor. Training
  • Auditing
  • Performance reviews
  • Time Management
  • Decision Making
  • Problem Solving
  • Quality improvement
  • Leadership
  • Law, Policies
  • Researching
  • Strategic Planning
  • Customer Service
  • Disability Insurance
  • Health Insurance,
  • Account Management, administrative, ad, Analytical skills, Agency, ATM, Auditing, banking, basic, cashier, closing, oral, competitive, hardware, contracts, contract negotiations, credit, clients, client, customer satisfaction, Customer Service, databases, decision- making, Decision Making, delivery, direction, documentation, financial, front office, Inside Sales, Insurance, Leadership, Law, Marketing, materials, meetings, Mentor, merchandising, access, Excel, mail, money, Office, PowerPoint, Microsoft Word, Works, Monitors, needs analysis, Office Manager, Performance reviews, performance management, personnel, Policies, presentations, Pricing, Problem Solving, processes, procurement, profit, progress, project leader, quality, Quality improvement, reception, Researching, research, safety, Sales, SAP, spreadsheets, strategy, Strategic Planning, supervisor, switchboard, systems support, telecommunications, telephone, Time Management, training materials, Wiring, workflow, written
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    Resume Overview

    School Attended

    • Saint Leo University

    Job Titles Held:

    • Social Insurance Specialist Expert
    • Pricing Coordinator
    • Customer Service Representative
    • Receptionist
    • Teller

    Degrees

    • Bachelor of Administration : Business, Accounting , 2012

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