Customer Service Quality Assurance

VALLERY A. HOLMES

Houston, TX

Cell: 206-***-****

*************@*****.***

SUMMARY

Dependable Administrative professional with more than 10 years of experience in providing

effective and comprehensive support to senior executives in consulting, communication, sales /

marketing and medical industries. High level of expertise in computer skills, project / time

management and quality assurance. Outstanding degree of integrity and teamwork supported by

a flawless record of maintaining confidentiality. Proven ability to adapt to changing environments

and objectives with a demonstrated sense of urgency. Tactful approach in fostering an ethical

work environment while meeting all demands in a fast paced environment.

Areas of expertise include:

• Excellent computer skills – Microsoft Word, • Type 60 wpm

•

PowerPoint, Excel, Outlook, Internet and Palm / Written and verbal communication skills

BlackBerry • Accuracy / Detail-oriented

• •

Travel Arrangement Management Telephone / Interpersonal skills

• •

Organizational and Time Management Skills Problem Solving / Analytical Skills

• Customer Service

PROFESSIONAL EXPERIENCE

TOWERS WATSON (WATSON WYATT), Seattle, WA 2005 – 2010

Executive Administrative Assistant, Talent and Rewards

Preempted superior's wants and needs by performing necessary duties and tasks including all

aspects of resolving problems and situations.

• Learned technological skills that assisted in important areas of focus for Service Integration.

Researched projects to assume workload independently and assisted team in meeting goals

for Target Market Revenue Growth, NOI and Client Profitability.

• Coordinated with Finance to accurately invoice clients within budget limits and accounting

sales credit for associates.

• Served as Ambassador for WorkExcellence audit program accomplishing highest scores to

date in four categories: Risk Management, Efficiency, Client Satisfaction and Culture / Work

Quality.

• Designed, formatted, edited, and proofread letters, proposals, presentations, spreadsheets,

forms, graphs and charts using Microsoft Word, Excel and PowerPoint utilizing current

standard and highest possible quality orientation.

• Drafted / composed routine letters and general correspondence (including e-mail) from verbal

direction or from knowledge of processes and procedures. Created request for proposals,

engagement letters and project management for sales related offerings to clients.

• Coordinated and maintained appointment schedules and calendar, coordinated

arrangements for internal / external meetings and conference calls, compiled and

disseminated materials for meetings as required. Produced and distributed meeting minutes

allowing senior executives the ability to seamlessly meet all business objectives.

• Worked directly with marketing to coordinate arrangements for special events as required,

worked on a variety of special projects as needed ensuring that all details were handled

professionally.

• Provided direct support to clients and associates as an information source, referred, and / or

took messages with the highest level of customer service. Screened incoming calls and

emails, responded to concerns and requests for information; forwarded or referred as

appropriate.

• Maintained accurate documentation and financial records by generating client billing reports,

developing and maintaining detailed records and filing systems, completing computerized

expense reports and time entries.

• Effectively managed office wide communications by reviewing and distributing incoming /

outgoing mail and correspondence, coordinating / performing faxing and production for

projects, coordinating messenger and overnight mail services.

• Developed, maintained, and monitored reports to ensure all projects and assignments were

completed and communicated on a timely basis; provided follow-up as appropriate.

VALLERY A. HOLMES PAGE TWO

MEDICAL PARK FAMILY CARE, Anchorage, AK 2003 – 2005

Insurance Specialists

• Prepared billing for physician office of twelve doctors. This included electronic and paper

billing for Commercial, Contract, Medicare, Medicaid and Veteran accounts. Reconciled

charge posting and payment posting for accuracy in optimal cash recovery for procedures

performed.

• Acted as direct liaison for Medicare and Medicaid compliance in accuracy of claim procedure

and management. Maintained aging for billing and recovery. Handled secondary billing.

ALASKA SURGERY CENTER, HEALTHSOUTH, Anchorage, AK 2002 – 2003

Coder / Biller

• Participated in the successful completion of JAHCO and Medicare audits.

• Managed accurate billing for ambulatory surgical center, this included UB92, HCFA and

electronic billings for obtaining maximum service profitability.

• Processed Medicare and Medicaid claims maintaining 100% compliance and reducing aging

to appropriate limits.

• Produced daily / monthly reports for productivity and quality assurance to executive

management.

ADDITIONAL EXPERIENCE

MANPOWER, Lake Charles, LA

Office Assistant, Conoco, Firestone, Lyondell, RPM Engineering

NEXTEL COMMUNICATIONS, Seattle, WA

Executive Assistant

CYTRAN, INC., Kirkland, WA

Clinical Administrator

SQUARESOFT, INC (NINTENDO), Redmond, WA

Executive Assistant

EDUCATION

Washington State Cosmetology School, Kirkland, WA

Ferris Technical Institute, Beaumont, TX

Westchase Modeling, Houston, TX

PROFESSIONAL DEVELOPMENT

Microsoft – Word, Excel, PowerPoint, Outlook

Edward Tufte – The Visual Display of Quantitative Information

OSHA Auditing

JAHCO Auditing

ICON – The Art of Budget Warfare

The Brain-Voice Connection

The Women’s Conference

ASSOCIATIONS

IAAP – International Association of Administrative Professionals

NWCF – Northwest Compensation and Rewards Forum

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