SUMMARY:

A detail oriented administrative and customer service professional with a proven ability to handle sensitive data including audit, insurance, personal and proprietary information. As an experienced and highly organized team player, I have the working relationships at all levels of an organization along with maintaining positive customer and client relations. I bring both my administrative and interpersonal skills to the office which includes reliability and dependability, organization, reporting, proofreading, technical skills, supply management, inventory control and bilingual skills.

TECHNICAL SKILLS:

• Microsoft Office Suite including MSWord
• Excel
• Outlook and PowerPoint
• SAP
• SharePoint
• Concur
• WebEx
• Citrix; Grace Hill LMS
• Office 365
• E - rate
• Peoplesoft SPRO
• DocShare
• Olive
• SALT
• Eship
• E470
• Dropbox MetaVance and Business SKYPE

PROFESSIONAL EXPERIENCE:

Project Coordinator

Confidential, Herndon, Virginia

Responsibilities:

• Provided administrative and analytical support on projects by coordinating information flow and reporting.
• Created and maintained documentation in databases, tracking projects activity and progress.
• Liaised with project staff and external contacts providing status updates to Management.
• Supported the implementation of funding documentation.
• Worked on escalated issues with respect to all current business needs.
• Exchanged data with customers to ensure Client Telecommunications adherence to Federal FCC regulations.
• Supported E - Rate Helpline, mail support and filing.
• Welcome letter processing, 472 Certification Processing.
• Wire lined billing population for Forward Credit, Bear, FCDL and 486
• Supported System account updates and resolved escalations.

Procurement Administrative Assistant

Confidential, Washington, DC

Responsibilities:

• Supported senior executives with administrative tasks, clerical, customer & client service, scheduling and procurement within an office setting.
• Originated purchase authorization of the Unit Chief for laboratory equipment, reagents and other consumables based on request made by Member States and validated by the Team Coordinator.
• Collaborated with Procurement (PRO) to submit and follow up on purchase request; record and track the receipt and transmission of official actions to and from PRO. Provide periodic reports on the status of actions and timelines of processing.
• Liaised with country focal points and laboratory counterparts to obtain information and specification of purchases.
• Created and updated a database with purchase information, budgeted amounts, bid quotations, expenditures and compare with historical data to identify trends assisting the Influenza Team in forecasting future purchases.
• Utilized MS Office to type drafts, reports, articles, memos, forms and a variety of correspondence and documents in English and Spanish translation; edit and review test for accuracy, correct spelling, neat and orderly presentation for clearance and signatures.
• Arranged meetings, travel arrangements and compile necessary background material and documentation for travel.
• Prepared reports from verbal or written instruction into Spanish or English and finalize it for review and signature.
• Transferred to the Emergency Preparedness and Disaster Relief department to assist in resilience to disaster by increasing the national and inter-sectoral capacity to prepare for and respond to disasters related to any hazards and to mobilize human and financial resources to respond to the health effect in disaster affected countries.
• Rewrote, edited and translated Strategic Department Plans and program budgets.

Patient Education

Confidential, Atlanta, Georgia

Responsibilities:

• Coordinated follow-up care plan needs for members.
• Handled scheduling of appointments and enrolled members in related programs.
• Assessed member compliance with medical treatment plans via telephone or through on-site visits.
• Identified barriers to compliance with plans and coordinated resolutions to ensure member received appropriate level of care.
• Researched data to identify opportunities to impact quality goals and makes appropriate process change recommendations.
• Made recommendations to adjust and modify treatment plan and determined need for additional services in conjunction with case management and provider.
• Coordinated identification of and referral to local, state or federal funded programs.
• Coached members on ways to reduce health risks.
• Prepared reports to document case and compliance updates; establish and maintain relationships with agencies identified in appropriate contract.
• Conducted appointment reminder calls of scheduled appointment on SharePoint.
• Documented appropriately, handled collection of health risk screening in group 1 member by sending out letters introducing ADP Care Coordinator; educated and routed caller and answered DFCS case work and AA foster parent questions.

Customer Service Representative

Confidential, Atlanta, Georgia

Responsibilities:

• Received inbound calls from policy holders, 3rd party and claimant regarding car accident reports, claims, fire claims, homeowners’ policy, thefts, vehicle damages due to floods or weather and conducted the claims process.
• Cultivated and maintains on-going customer relationships. Use computerized system for tracking, information gathering, and troubleshooting.
• Ensured that customers receive the best service possible escalating inquiries of monthly premium payments, quoting new policy pricing and detailed billing questions.
• Safeguard maximum sensitivity, proper routing and responsiveness to all customer requirements.
• Maintained level of knowledge and understanding of features of service, operating systems, marketing promos and special offers.
• Corresponded with vendors via SAP

Administrative Assistant

Confidential, Norcross, Georgia

Responsibilities:

• Maintained EDI workflow by studying methods; implementing cost reductions; and developing reporting procedures
• Created and revised systems and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, and budgetary and personnel requirements; implementing changes.
• Sustained supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Developed administrative staff by providing information, educational opportunities, and experiential growth opportunities.
• Resolved administrative problems by preparing reports, analyzing data and identifying solutions.
• Ensured operation of equipment by completing preventive maintenance requirements.
• Provided information by answering questions and requests from employees.
• Completed operational requirements by scheduling and assigning administrative projects and expediting work results.
• Assisted employees to translate legal document to English by filling out applications, verifying I-9, Green Cards and Social Security Cards for legitimacy, make identification badges for each construction worker.

Eligibility and Benefits Agent

Confidential, Atlanta, Georgia

Responsibilities:

• Performed quality assurance and sales calls.
• Communicated with vendors and suppliers utilizing SAP.
• Responsible for high volume of inbound call in Spanish and English in a call center environment for provides and members requesting members ID cards, benefit breakdown, deductibles, orthodontic benefits, procedure codes, claims and EOB (Explanation of Benefits)
• Assisted in translating English script into Spanish.
• Served as a Benefits Coordinator responsible for assisting the Benefits Manager with administration of the department’s employee benefits programs to include Health and Flexible Benefits, Retirement and 401(k).
• Developed and disseminated information to present health benefits and explain various multifaceted flexible benefits insurance plans (life, disability, dental, legal, etc.),
• Conferred with individual claimants and administrators on issues such as eligibility, rules, and administration requirements as outlined by policy.
• Serves as a backup contact in providing technical guidance to employees.

OPF Specialist Clerk 4

Confidential, Atlanta, Georgia

Responsibilities:

• Handled federal express packages confirmations for reimbursements received and confirmed all attending invited guest from sign in sheets.
• Managed shipment, created invoices, alphabetized and shipped federal records.
• Reconciled federal express transaction and invoices utilizing SAP.
• Input data base travel voucher authorization invoice by GovTrip software and ICE software.
• Generate Summit confirmation letters, research applicant information on DAPPS software
• Send travel confirmation worksheet
• Assisted in receiving 103,000 LCO's to audit each document for signature and precise documentation received and completed.
• Performed outbound and inbound calls from Hispanic population to verify employment and answered questions regarding Census questionnaire.
• Performed HR verifications via SAP.
• Researched MapQuest searches to calculate and collect mileage totals and per diem.
• Contacted hotels used for training from the Corporate JP Morgan statement and obtain by phone Folios for each outstanding balance.
• Processed travel certification for payment; retrieved all call from Main RCC 800 number and designated log to appropriate administrative specialist for follow up.
• Verified final fields of action codes for duplicate address of returned and vacant addresses. Performed 1st and 2nd keying of all documents sent to records center

Medical Front Desk Assistant

Confidential, Atlanta, Georgia

Responsibilities:

• Scheduled, faxed, answered phones, accounts receivable/accounts payable, billing/invoicing, maintained office contacts, submitted insurance claims/payments, prepared charts and insurance documents for review.
• Made appointments for emergency patients, collect payment, distributed mail and prepared outgoing mail and ordered supplies.
• Ensured all pre-authorizations for dental treatment were sent and rendered.

Bilingual Call Center Service Associate

Confidential, Atlanta, Georgia

Responsibilities:

• Provided high quality telephone service to KP members via automated call distribution center of Soft phone and Epic cyberspace system.
• Answered patient calls, transferred call to advise nurse, scheduled and verified appointments.
• Maintained confidentiality of patient’s medical record and demographic information.
• Conducted all calls in a prompt, professional and courteous manner to assure customer focused service.

Team Lead Agent

Confidential, Kennesaw, Georgia

Responsibilities:

• Supervised a team of 18 agents in a call Center.
• Obtained, verified and update Federal government employees demographic, eligibility updates, enrollment and billing/payroll information.
• Responsible for responding to a variety of inbound service telephone calls to analyzing data, researching data issues, reviewed telephone scripts, and assisted Continuous Quality Improvement activities.
• Accountable for initiating transactions at the request of the employee and researching and resolving potentially complex issues while ensuring the best quality service provided to the customer.
• Reported all problems regarding quality, processes, and procedures to the Command Center.
• Verified and approved each agents E-time and Avaya time for payroll.

Office Support Specialist 3

Confidential, Miami, Florida

Responsibilities:

• Supervised results for the Secret Shopper program by inputting data from telephone, in-person and exit interviews taken by County employees after a full day of training of a group size of 15-20 volunteers done quarterly throughout the 68 County departments.
• Updated all data, generate reports and posted all results in the quarterly county flyer.
• Modernized administrative orders to County’s website, prepare presentations, mass mailing, schedule interviews, manage purchase orders, inventory control.
• Researched and verified information pertaining to reports.
• Assisted department, maintained project plans, scheduled and contributed to meetings.
• Prepared correspondence and reviewed documentation.
• Maintained files and distributed meeting minute.
• Handled travel arrangements and expense reports.