Customer Service Administrative Assistant
Resume:
DANICA KING
Richmond, VA 23223
abg8fw@r.postjobfree.com
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SUMMARY:
Challenge driven professional with over 15 years of diverse experience in a
variety of progressively responsible roles. Significant expertise in
developing procedures, streamlining operations, training, and customer
service. Recognized for ability to develop and sustain rapport with all
types of individuals. Strategic planning aptitude, coupled with strong
analytical and research skills. Ability to prioritize competing tasks.
Creative problem solving skills with an eye towards bottom line results.
PROFESSIONAL EXPERIENCE:
VANGENT
Customer Service Representative
2009 - Present
. Answer incoming telephone calls related to Medicare coverage and claims.
. Use probing questions to respond to beneficiary questions.
. Order replacement Medicare cards and enroll callers in Medicare
Prescription Drug Plans.
. Check status of appealed claims by beneficiaries, suppliers, and
providers.
. Adhere to HIPAA as it relates to the confidentiality of the information
released.
Selected Accomplishment:
Kudos, June 2011
Circle of Trust Award, August 2010
RMC EVENTS, INC.
Unarmed Security Officer
2002 - Present
. Manage busy ticket booths to sell tickets for various events, with
complete accuracy.
. Maintain crowd control for sporting events, concerts, and theme parks
throughout Central Virginia.
. Provide security for audiences up to 14,000 while ensuring a zero
incident tolerance.
WACHOVIA SECURITIES
2000 - 2009
Senior Analyst, Assistant Vice President
2007 - 2009
. Investigated, researched, and resolved over 40 complaints a month
regarding operational deficiencies.
. Timely crafted correspondence to notify clients of resolutions.
. Used quantitative skills, identified repetitive trends, and developed
recommendations for solutions.
. Selected to test and refine new Service Escalation Application that
streamlined efficiency and reporting by 50%.
. Mastered ability to diffuse client hostility.
Selected Accomplishment:
TOP Dollars Award, February 2008
Paralegal
2005 - 2007
. Conducted advanced legal research for 12 Early Dispute Resolution
attorneys to avoid costly arbitration.
. Acted as a liaison between EDR attorneys and internal clients, providing
a myriad of services from retrieving documents, researching market value
information, and creating profit and loss statement.
. Developed training and formal policies and procedures manual.
. Compiled and produced monthly quality and settlement reports for 19
Regional Presidents.
. Drafted contracts such as general releases and promissory notes.
. Secured necessary signatures, tracked settlement funds, and disbursed
over 30 settlement checks each month.
. Assisted with internal and external file audits.
Selected Accomplishments:
STAR Award, July 2006, September 2005
Administrative Assistant - Intermediate
2004 - 2005
. Performed general office duties including answering multi-line telephone,
typing, and mail distribution.
. Organized and maintained filing system.
. Ordered supplies, processed invoices, made travel arrangements, and
scheduled meetings.
Selected Accomplishments:
Associate of the Month, November 2004
Truly Outstanding Performance Award, August 2004
Senior New Accounts Specialist
2000 - 2004
. Analyzed new account applications for accuracy and completeness.
. Ensured that clients received all account opening documents including
checks, debit cards, and ATM cards.
. Processed documents for brokerage accounts, maintaining compliance with
the SEC and FINRA (formerly NASD) guidelines and within the deadlines
enforced by the IRS.
. Assisted with merger cleanup and the reporting of incidents.
. Worked on special projects related to Books and Records, Disaster
Recovery, and Branch Rep Separation.
. Facilitated New Accounts and New Hire training classes.
. Served as subject matter expert, testing newly implemented Workflow
Internet-based processing system.
. Designed and created a manual for the New Accounts Department.
. Daily telephone and email contact with associates throughout all areas of
operations.
Selected Accomplishments:
Associate of the Month, February 2003
Associate of the Year, 2002 and 2001
CIGNA HEALTHCARE
Account Services Representative
2000
. Executed initial setup of customer accounts.
. Determined insurance care eligibility for employees and their dependents.
RR DONNELLEY FINANCIAL
SEC Document Processor
1999 - 2000
. Accurately and timely create, revise, and proofread financial legal
communications, such as annual reports and press releases for
professional printing.
. Drafted and submitted SEC filings including 10-Q, 10-K, and 8-K forms.
. Electronically filed disclosure statements to the SEC using EDGAR
(Electronic Data Gathering, Analysis, and Retrieval).
. Worked closely with customer service and clients in capital markets,
mutual funds, and healthcare companies.
. Prepared financial legal documents while maintaining the confidentiality
of various financial institutions.
BANK of AMERICA
Loan Services Specialist
1996 - 1999
. Provided superior telephone customer service for loan and retail account
holders.
. Utilized problem solving techniques to address customer concerns with a
one-call resolution.
Selected Accomplishment:
Member of Richmond Call Center Top Team, February 1998
EDUCATION:
Virginia Commonwealth University
Richmond, VA
Bachelor of Science in Marketing
2000
COMPUTER SKILLS:
Microsoft Word, Outlook, Excel, PowerPoint, Access, Project, Visio, Lotus
Notes, Internet, 10-Key Pad, Data Entry
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