Customer Service Administrative Assistant

Heather Bryant-Toote

*** ***** ****** *********, ** 31548 912-***-**** ******@*******.***

SUMMARY OF QUALIFICATIONS

P UBLIC ADMINISTRATION P ROFESSIONAL

A highly equipped professional with an in-depth understanding of administrative leadership, including legal and ethical

considerations; knowledge of best human resource practices and organizational management structures for the public

sector; ability to design, implement, and disseminate appropriate program evaluations from needs assessments to

performance measures for non-profit or public sector organizations or agencies; experience in performing a variety of

administrative and staff support duties, which require a range of knowledge and skills of organizational policies and

procedures; directing and assisting visitors, and resolving administrative problems and inquiries; composing, editing, and

proofreading a variety of documents, correspondence and reports; vast experience dealing with the public with top-notch

customer service; proficient with Windows, Microsoft Office, and other software/databases.

KEY SKILLS

Effective Oral and Written Communication

Making Decisions and Solving Problems

Public Speaking and Presentation Analyzing, Planning, and Organizing

Understanding of Data Collection and Interpretation Setting Priorities and Managing Multiple Assignments

Working in a Team Structure Motivating and Cultivating a Positive Environment

PROFESSIONAL EXPERIENCE

EXPRESS SCRIPTS, INC. – SAINT MARYS, GA

Patient Care Advocate (June 2012-Present)

Handle customer service inquiries from members, providers, physicians, and internal and external clients related to

pharmacy benefits; work to research and resolve problems in a timely manner; assist members in understanding and

maximizing the use of their pharmacy distribution program; use computerized system to gather information and

respond to questions; document issues and resolutions in a common database

Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service

process and reduce potential legal concerns

Identify and escalate repetitive questions and/or problems so that corrective action can be pursued/expedited

Collaborate with other customer service representatives and supervisors to ensure that best-practices are shared

Create a professional atmosphere in department that promotes customer service excellence

CALLENDERS COUNSEL AND ATTORNEYS-AT-LAW – NASSAU, BAHAMAS

Administrative Assistant (January-October 2011)

Planned and scheduled meetings and appointments for associate attorney

Drafted important legal documents such as mortgages, conveyances, and letters to banks and other law firms

Created, organized, and maintained confidential client information and files daily

Accessed and updated client accounts using CP Lite

Ensured that all clients had a pleasant experience upon entering the firm by preparing coffee, tea, water, etc.

Set weekly assignment charts and completed all assignments on time

Effectively communicated with colleagues to complete collaborative efforts

Performed research in order to assist with home and ship mortgages

Created spreadsheets detailing list of clients and amounts expected to be billed/paid by the client each month

Met and exceeded goals and standards of performance by helping the associate attorney exceed the minimum yearly

billing amount before the end of October 2011

Continued…

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HEATHER BRYANT-TOOTE

COASTAL GEORGIA AREA COMMUNITY ACTION AUTHORITY – BRUNSWICK, GA

Program Coordinator (May-July 2010)

Organized three income-based Summer Youth Programs in Camden, Glynn, and Liberty counties

Recruited and maintained a maximum number of twenty-five children in each program

Ensured that each program had a teacher, teacher's aide, and bus driver for the duration of the three month program

Managed, coordinated, and assisted with daily operations of the Summer Youth Program by supplying games, toys,

and other activities

Performed as a substitute teacher in the absence of the teachers or teacher's aides

Coordinated free lunches, snacks, weekly field trips, and weekly speakers for the Program

Visited a minimum of one program a day, every day for the three-month duration

Constructed a daily curriculum that involved Math, English, Local History, and Science

Ensured that each student in every program had necessary supplies such as notebooks, pens, paint, etc.

Prioritized and processed information pertaining to the Program by entering all data, such as money spent and meals

eaten, into the agency's PeopleSoft database

FORT VALLEY STATE UNIVERSITY – FORT VALLEY, GA

President, Student Government Association (June 2007-June 2008)

Responsible for selection and management of thirty student senators and ten committee chairs throughout the

academic school year

Delegated several community service and campus activities to senators and committee chairs

Organized, planned, and successfully implemented Homecoming 2007, including events such as the homecoming

step show, comedy show, and Alumni dance

Negotiated contracts with performers and entertainers at the comedy and step shows

Organized several activities throughout the year, such as financial workshops and community service activities

Allocated funds to various University organizations and increased the Student Government Association's working

budget from $50,000 to $70,000

Implemented the first Mr. Fort Valley State University Scholarship Pageant, gifting the winner a monthly stipend

and living accommodations

Attended several speaking commitments at the University and in the local community

Formed a focus group of students to determine the best food service company for the University

Demonstrated profound and prismatic thinking and communication skills by corresponding with faculty, students,

alumni, and various construction and architectural agencies in order to construct a new student center and football

stadium, incorporating the purpose, design, and restaurants in each building

PEACH COUNTY SCHOOL SYSTEM – FORT VALLEY, GA

Tutor (September 2007-May 2008)

Provided individual and small-group tutoring to students in the Tutorial Center located in the 9th grade building

Assisted students in improving academic achievement by meeting with them on a regular basis to clarify learning

problems and work on study skills in the areas of Science, English, and Social Studies

Assisted teachers in the classroom by reviewing class material, discussing the assignment, or working on solutions to

problems

Helped students prepare for standardized tests, such as the end-of-course tests and the Criterion-Referenced

Competency Test (CRCT) given in Georgia public schools

EDUCATION

MASTER OF APPLIED SOCIAL SCIENCE DEGREE IN PUBLIC ADMINISTRATION (APRIL 2011)

Florida Agricultural and Mechanical University ~ Tallahassee, FL

BACHELOR OF SCIENCE DEGREE IN HISTORY (JULY 2008)

Fort Valley State University ~ Fort Valley, GA

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