Administrative Assistant Customer Service

**** ******* ***** ***. **** ? Grapevine, TX ***** ? (E)

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

Robin Heffley

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Professional Experience

February 2010-Present PFS Auto Finance

Irving, TX

. Administrative Assistant, Auto Loan Processor and Skip Tracer.

. Establish, maintain, and update files, databases, records, and other

documents; develop and maintain data, and perform routine analyses and

calculations in the processing of data for recurring internal reports.

. Sort, review, screen and distribute incoming and outgoing mail;

prepare, compose and ensure timely responses to a variety of routine

written inquiries.

. Coordinate and perform a range of staff as well as operational support

activities for the unit

. Interviews, telephones, or write current employer, stores, friends,

relatives, and former employer to elicit information pertaining to

customers to verify information given on loans. Follow up each lead

and prepares report to manager regarding validation of information

September 2007-January 2010 Chrysler Financial

Westlake, TX

. Loss Mitigation and Collection Agent

. Maintained an average of 27 -31 calls per hour

. Maintain average 95% quality assurance; Number 3 on team, Number 10 in

Dallas Contact Center

. Average collections of $65,000 + monthly

. Collect undisputed amounts from customers in the low risk days past

due

. Provide the appropriate handling of customers accounts facing short-

term payment difficulties

. Organize and mentor new hires in the Flex department

. Excellence Award Winner for June 2008 and Awarded TAD certificate on

June 8, 2008

November 2006-September 2007 Chrysler Financial

Westlake, TX

. Remarketing Department as an Administrative Assistant.

. Prepared routine amendments and change orders to existing agreements,

ensuring compliance with organization's policies and procedures for

the Remarketing Pre-Term Administration team.

. Processing quotes, contracts and setting up the accounts by entering

all the data into SAP.

. Strong knowledge of CASS, FAW and strong knowledge of internal and

external processes relating to Customer Service, Operation, and

Remarketing.

February 2000 - April 2006 Blue Shield of California

Chico, CA

. ITS Claims Processor III

. Coding and processing medical claim forms to determine liability.

. Preparing claims for return to provider/subscriber if additional

information is needed.

. Auditing classes claim forms before being released from training.

. Awards: Employee of the Month for November 2005 and March 2006 and

Spot Bonus Award for November 2005.

Education

2005 University of Phoenix Chico, CA

o Bachelor of Science in Business Management

. Graduated with a GPA of 3.52 on a 4.0 scale

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