Customer Service Administrative Assistant

LORI UNDERHILL

****B Haven Hill Lane * Chattanooga, TN 37412 * 423-***-****

PROFESSIONAL EXPERIENCE

UnumProvident Corporation - Chattanooga, TN May 2009 - Current

Multi-Life Billing Coordinator

. Process billing for 400 groups which includes processing payments,

correct billing errors, handle all billing inquiries and issues.

. Handle phone calls from group plan administrators, policy owners,

brokers, agents, field reps and in-house personnel.

Forsyth County BOC - Cumming, GA March 2008 - January 2009

Administrative Assistant for Public Facilities Department

. Administrative assistant to director of the Public Facilities

Department.

. Process and distribute all work orders for all county owned and

operated buildings.

. Answer phone for department, handle all requests for maintenance and

all aspects of customer service and maintain calendar for director and

three (3) other employees.

. Maintain vendor files, accounts payable, accounts receivable, audit,

code and process all credit card receipts.

Forsyth County BOC - Cumming, GA July 2006 - March 2008

Payroll Specialist

. Processed all aspects of an in-house payroll, which included importing

and exporting information, Kronos timekeeping verification and

correction, paycheck distribution, salary increases, job title

changes, new hires, direct deposits and cancellations, tax changes,

401K changes and/or processing, benefit changes and/or processing,

employment verifications and garnishments.

. All aspects of customer service. Various projects as needed, which

included creating and maintaining job training manual, creating

various checklist and calculation forms for more streamlined

processing.

NettWorth Financial - Cumming, GA August 2005 - July 2006

Account Specialist

. Processed new investment account paperwork, which included checking

accuracy of all information, tagging incorrect information and

returning to reps for correction. Created and maintained customer

files. All department administrative duties.

UnumProvident Corporation - Chattanooga, TN June 2001 - May 2005

Disability Benefits Specialist

. Adjudicate disability claims for appropriateness, which included

checking application for completeness, checking the disability policy

to determine if claimant was eligible for benefits, sending

explanation letters to claimants, ordering medical records, processing

medical records when received to determine if claim was payable,

maintained claimant file throughout the disability period.

. Handled phone call from irate and emotional claimants and all other

aspects of customer service.

. Mentored new team members and answered any on-going questions.

. Managed various special projects, which included creating procedural

claim file forms, determining the best method for training new team

members and implementing the procedures and several other special

projects to implement new claim procedures for more streamlined claims

processing.

UnumProvident Corporation - Chattanooga, TN July 1996 - June 2001

Payroll Administration

. Team leader of two (2) employees for the last year of employment,

which included supervising their work and answering any questions

regarding processes or duties.

. All aspects of customer service, such as answering questions over the

phone and from walk up customers.

. Handled all administrative payroll duties, which included processing

salary increases, job title changes, all new hire paperwork for multi-

state employees, maintained employee personnel files, timekeeping

verification and correction, direct deposit changes and cancellations,

multi-state tax set-up and/or changes, short term disability and

employment verifications.

. Processed all final paperwork and last pay check for terminating

employees.

. Other duties and projects as assigned.

EDUCATION

Psychology, Jacksonville State University, Jacksonville, AL, 1980 - 1981

Secretarial Science, Dalton Junior College, Dalton, GA, 1981 - 1982

CERTIFICATIONS

Mentor Certification, May 2005

Customer Service Certification, August 2000 and May 2001

QUALIFICATIONS

. Excellent organizational and time management skills.

. Proficient in Microsoft Office, with expertise in Outlook, PowerPoint,

Excel and Word.

. Ten key by touch.

. Team player with the ability to handle multiple projects.

. Effective time management and independent.

. Ability to solve problems via the analysis and interpretation of

conducting research.

. Excellent written and verbal communication with all levels of

management, customers, government officials, vendors and external

organizations.

. Proven ability to maintain confidentiality and demonstrate a high

level of discretionary decision-making.

Contact this candidate