Vera Mark

904-***-**** •acqh1g@r.postjobfree.com

Special Skills

• More than 10 years of experience as administrative assistant and/or executive secretary

• Specialized experience in customer service operations including additional responsibilities

• as subject matter expert, special transactions and customer complaint management

• Extensive experience working in a variety of high pressure, deadline-oriented environment

• Highly proficient Microsoft Office (Word, Excel, PowerPoint, Access), PeopleSoft, WPM:

65+ Extremely quick learner with years of experience working in secure environments

• BILINGUAL FLUENCY English and Portuguese

Work Experience

CONVERGYS CORPORATION Jacksonville, FL (MasterCard International) October 2008 July 2014

Emergency Services Representative II

• Intake customer data in high pressure, high call volume environment in English and Portuguese

• Resolve complex customer issues involving lost or stolen MasterCards

• Manage large database of cardholder information, issuing bank data and secure information

• Meet and exceed daily call handling skills and statistics regarding precision, courtesy and speed

• Promoted to shift subject matter expert and/or customer complaint resolution expert

TEMP July 2007 October 2008

Various staffing agencies / Jacksonville, FL

• Performed in administrative and customer service capacity

AETNA Insurance Jacksonville, FL November 2005 July 2007

Customer Service Representative

• Handled customer service inquiries via phone, internet or correspondence

• Conveyed member rights and responsibilities in accordance with contracts

• Processed claim referrals, new claim referrals, nurse reviews and all areas of

grievance/appeals process

• Assisted member providers with credentialing procedures and challenges

MERCEDES HOMES Jacksonville, FL March 2005 October 2005

Office Coordinator

• Provided administrative support to Vice President

• Interacted daily with employees at all levels; handled greetings and meeting for clients

• Responsible for all mail, office supplies, deliveries, copier machines and equipment maintenance

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MERRILL LYNCH Jacksonville, FL (Randstad Temp) June 2004 October 2004

Commissions Specialist

• Researched open receivables and pursued resolution of debt owed and un-posted cash issues

• Posted commissions daily; managed database of escalations and resolutions

CITISTREET Jacksonville, FL September 2002 March 2004

Benefits Analyst

• Processed life insurance applications and approvals; used PeopleSoft to research client data

• Research and resolved daily assignments and client cases

• Provided customer service support for inbound customer calls

BLUE CROSS/BLUE SHIELD OF FLORIDA Jacksonville, FL May 1988 October 2001

Customer Service Associate

• Provided claim status and benefits information

• Researched, reprocessed and adjudicated claims

• Meet and exceed daily call handling skills and statistics regarding precision, courtesy and speed

Secretary / Level B

• Personal secretary to department director supporting more than 100 employees

• Maintained very high degree of confidentiality and discretion

• Composed and processed correspondence, departmental memoranda and reports

• Finalized daily, weekly and monthly variance reports

Education

AAS in Travel & Tourism

Baystate Junior College / Boston, MA / 1982 – 1984

References Available Upon Request

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