Customer Service Executive Assistant

Tevera Hamilton

**** ***** *** ** #***

Fairfax, VA, 22030 United States

803-***-****

ab66cy@r.postjobfree.com

QUALIFICATIONS SUMMARY

Over 10 years' experience in Management and Supervision which increased employee productivity and the overall

efficiency of the department. Identified and implemented strategies that improved quality of service and profitability.

Highly motivated Administrative and Customer Service Professional with superb organization, communications and

editorial skills. Over 12 year's wide-ranging experience in coordinating and organizing special events for different

corporate functions.

Effective problem-assessment and problem-solver resulting in reduction of errors by 30%. Proven ability to work in a

fast-paced intense environment smoothly.

Skilled in handling the public with diplomacy and professionalism. Increased customer retention by 35%.

PROFESSIONAL EXPERIENCE

BiJou/Jewles (Non-Profit) Fairfax, Virginia United States

Director Aug 2012 – Aug 2013

Implemented the phase two of a non-profit organization for inner city children and youth.

Designed and completed the strategic business planning process for the program expansion into new markets.

Conducted extensive Internet research on competitors and potential acquisitions, reporting findings to CFO.

Recruited, interviewed and evaluated staff. Empowered employees to take responsibility for their jobs and goals.

Wrote letters and correspondence; planned, edited, directed and produced activities involved with Bijou promotion,

fundraising and public service announcements.

Compiled, analyzed and summarized statistics and information. Developed, formatted and maintained databases.

Blue Cross and Blue Shield Columbia, South Carolina United States

Investigator Claims Analyst Jul 2008 – Aug 2012

Investigated and evaluated COB, Corrected Claims, Claims with Medical Records, UB04, CMS-1500 and different

types of Appeals, applying technical knowledge and human relations skills to ensure that claims were valid and

processed according to company practices and procedures.

Researched Flexible Spending Account (FSA) and Health Reimbursement Account (HRA) claims in Pay direct.

Scanned checks, created spreadsheets and distributed to the billing and reporting area.

Analyzed, prepared and sort claims, debit cards, repayment checks, enrollments and direct deposits received for

Flexible Spending Account (FSA) Section 125 and Cobra.

Prepared reports using word processing and spreadsheet software to Managers and Directors. Completed all assigned

tasks within required time frames while maintaining a high level of quality.

Examined and researched claims using Facets, Blue Host, PIMI and PINS to determine if claims were to be keyed in

South Carolina or returned to the Host Plan. Researched misrouted dental and vision claims and correspondence etc.

and inner office to the appropriate departments.

Processed and transferred member inquires (INFOs) to the appropriate workloads according to distribution list.

Compared and proved incoming mail or work requests to ensure related components were together appropriately.

Claims Processor Aug 2001 – Jun 2007

Retrieved and processed new claims into claims management system. Processed an average of 80 claims per day,

efficiently and accurately for one of the Top Health Care Insurance Agency in the nation who serves 21.5 million

people across the nation and around the world. Worked within established deadlines.

Processed customer and account source documents by reviewing data for deficiencies; identified, prioritized and

resolved questions and issues independently.

Coordinated mail handling, scanned and attached mail to claim file.

Interacted daily verbally or in writing with physicians, attorneys and billing agents. Collaborated with marketing,

membership, managed care, client services, and provider network services to ensure smooth transitions of accounts.

4209 Ridge Top Rd #303 Fairfax,, VA,, 22030 United States 803-***-**** ab66cy@r.postjobfree.com

Jewels, Inc. Non-Profit Columbia, South Carolina United States

Executive Director Sept 2002 – Jun 2006

Organized and developed the start-up of a non-profit organization to help young people fulfill their dreams in,

primarily but not limited to, the field of arts. Encouraged creativity and higher-order thinking to increase children's

performance.

Directed and coordinated the organizations financial and budget activities to fund operations, maximize investments,

and increase efficiency.

Sponsored community events that gave young people the opportunity to display their talents and abilities. Provided

participants with artistic training and development through seminars and workshops.

Recruited, trained, managed and coordinated 26 staff members who served as mentors over our 120 plus

participants/students. Produced three major shows annually which involved up to forty five volunteers and interns with

80% parent participation.

Controlled an operating budget of $125K. Monitored production costs and provided billing information; maintained

inventories of materials and equipment necessary for major productions.

Collaborated with Macy's, Belk's, Mac Cosmetics, Dillard's, Modern Bride and Groom, TJ Max, Dress Barn, Gap and

Luna in producing 6 major Fashion Extravaganza's.

Farmers Insurance Woodland Hills, California United States

Supervisor Customer Service/ Legal Department Jan 1997 – Jun 2001

Hired as the initial customer service representative to answer all telephone inquiries in response to a newly developed

civil action lawsuit against a well-known technologies company; promoted to Supervisor within six months of being

employed.

Led and managed a team of 18 customer service representatives. Directed the daily operations of the customer service

team. Defined and communicated customer service standards.

Developed and implemented customer service policies and procedures. Planned, prioritized and delegated work tasks

to ensure proper functioning of the department. Developed staff training programs and reference manuals.

Responsible for the introduction of a number of successful customer service initiatives resulting in 30% improvement

in customer satisfaction rankings.

Managed bank drafts and issued check redemption's totaling over $1.5MM; prepared monthly and quarterly financial

reports to upper management. Monitored accuracy of reporting and data base information. Analyzed relevant data to

determined customer service outputs.

Donna Karen (DKNY) New York, New York United States

Executive Assistant Oct 1993 – Nov 1996

Served as an Executive Assistant to the Director of one of the world's best-known women's high-fashioned clothing

designers.

Prepared and edited all business correspondences and forms; managed files; entered informational data using Microsoft

Word, Excel and Access.

Managed and maintained executives' calendars' and scheduled appointments.

Managed and arranged all aspects of international and domestic travel for the Director and Fashion Models; prepared

transportation vouchers for all local travel.

Read and analyzed incoming memos, submissions, and reports to determine their significance and planned their

distribution.

EDUCATION

FISK UNIVERSITY Nashville, Tennessee United States, Dec 1988

ADDITIONAL SKILLS

Ability to use various computer software, including Facets, Access Data Base, Blue Host, Microsoft Word, Excel, and

PowerPoint.

4209 Ridge Top Rd #303 Fairfax,, VA,, 22030 United States 803-***-**** ab66cy@r.postjobfree.com

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