Customer Service Administrative Assistant
Resume:
Jessica Perez
Minneapolis, MN *5411
abkpa4@r.postjobfree.com
Summary
Four years experience providing administrative support for educational,
health care, and hospitality facilities. Served as a primary point of
contact for and liaison between patients and doctors. Proven ability to
manage multiple tasks without compromising quality or productivity. Strong
attention to detail demonstrated by work in overall customer service daily.
Work well on own with minimal supervision.
Core Competencies
Web Page Application Team player
Interpersonal Skills
Technical writing skills Excellent Customer Service
Microsoft Office Suite
Maintain Electronic Files Words Per Minute 54
Regulatory Compliance
Fluent in Spanish Language
First Aid/CPR Certified
Education
University of Illinois-Urbana
Champaign Online program
M.A. Library and Information
Science working towards intended major
4 credits Reference and
Information Services
North Dakota State University
Fargo, ND
B.A. University Studies
Graduated: May 2007
Experience
Charter Communications
Rochester, MN
Broadband Technical Specialist
May 2010-Present
Serve customers by resolving issues related to their internet and video
products and services while providing information about other product
lines
Professionally, accurately, and effectively handle in-bound calls from
customers requesting: video trouble shooting, internet connectivity
trouble shooting, changes to customers records, credits and payments to
customers accounts, billing inquiries, home networking and security suite
support
Provide support for service questions regarding Charter products and
services, identify opportunities to generate sales during the customer
interaction experience.
Troubleshoot and diagnose service complaints of a complex nature plus
exercise proper judgment in escalation of service complaints as
appropriate. Interface with other departments as needed to assist with
resolving customer issues.
Place new installation orders, schedule appointments accordingly; prepare
associated paperwork for work orders; process special requests for
services; input orders into computer system.
H&R Block
Rochester, MN
Client Service Representative
December 2009-April 2010
. Conduct pre-interviews to determine the clients' income tax preparation
needs in order to match them with the appropriate tax professional
. Respond to internal and external customer problems and inquiries;
research and verify records
. Responsible for utilizing various data sources to properly analyze the
problem, determine the best method to resolve, document the situation,
and present a detailed explanation to the associate
. Address customer needs and route calls to appropriate associate and
issues via phone or e-mail
Jessica Perez, page 2
Mayo Clinic Rochester,
MN
Patient Service Representative/Clinical Assistant
October 2007-October 2009
. Ability to follow established procedures and protocols with minimal
direction
. Provided administrative support for physicians and allied health staff,
manage patient materials, and communicate delays or changes to the team
. Read and analyzed incoming memos, submissions, and reports in order to
determine their significance and plan their distribution
. Scheduled appointments and answered highly sensitive and detailed
questions pertaining to medical exams ordered by physicians
. Took various methods for keeping records and vital documentation of
incoming patient materials
. Trained in the Standardized Rooming Process, Checking in Patients,
Measuring Vital Signs, and Creating notes for each patient
. Provided coverage in the Dental Specialties, Gastroenterology,
Herpetology and Pediatrics Departments, and have worked in the Department
of Primary Care Internal Medicine, Department of Oncology, Nephrology and
Hypertension, and Physical Medicine and Rehabilitation
. Experienced in the following Mayo Clinic computer applications: MICS
Last Word, MSS scheduler, GPAS, Documents Browser, Patient Provided
Information, HIM Scanning, and ODM processing
. Trained and supervised health staff in the Physical Medicine and
Rehabilitation Department
Excellent Care Services
Rochester, MN
Secretary/Administrative Assistant
August 2007-October 2007
. Catalogued confidential employee personnel files and other departmental
records
. Prepared invoices, reports, memos, letters, financial statement and other
documents, using word processing, spreadsheet, database, and presentation
software
. Provided assistance to new employees by holding orientation and
organizing staff meetings
. Disseminated paperwork to new hires in an accurate and timely manner
. Maintained employee schedules and coordinated their work hours
. Transcribed dictation, prepared correspondence and maintained client
medical files
. Performed general office duties such as ordering supplies, maintaining
record management systems, and performing basic bookkeeping work
. Provided excellent customer service to all employees and the public
through telephone and in person
. Communicated effectively with employees and the public from many diverse
backgrounds
Volunteer Work and Activities
Volunteer at the Rochester Salvation Army
Rochester, MN
Volunteered at the Christ Methodist Church
Rochester, MN
Active member of American Medical Association (AMA)
NDSU, Fargo, ND
Active member of International Student Association (ISA)
NDSU, Fargo, ND
Completed Medication and Pharmacology courses through Mayo
Rochester, MN
Computer training in: Microsoft Office Suite, HTML coding for Web
Development, Adobe Acrobat, Dreamweaver, PowerPoint,
Photoshop, Blackboard, Lawson, PeopleSoft
Contact this candidate