Customer Service Administrative Assistant

**** ***** **** **** ~ Atlanta, GA ***** 404-***-**** (

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

Jessica E. Hamilton

Objective

To acquire a position within an organization that will allow me

to utilize my professional, educational and personal skills in an

environment where growth and advancement potential is attainable.

Experience

05/2012 - 01/2013 HEALTHPORT Alpharetta, GA

Price Review Specialist

Indexed and created invoices for medical records requests from major

health plans contracted with various medical institutions, locally and

nationwide.

Maintained an average of 400 or more invoices processed daily.

Extensive knowledge of contracts for customers with contracted billing

rates.

Offered new ideas to process requests with a focus on results and

motivating the team to do the same.

Performed other tasks and duties as necessary to assist management and

the Health Records Solutions department.

Advanced to role from Fee Approval Specialist in April 2012.

11/2007- 05/2012

Fee Approval Specialist, Team Lead

Identified, researched and reported invoicing errors and quality

deficiencies.

Responsible for processing, analyzing, and following up on submitted

approvals for various corporate accounts, such as law firms and small

insurance companies.

Extensive knowledge of contracts for customers on intricate billing

rates.

Increased customer loyalty and satisfaction by building professional

relationships with customers beginning at first point of contact

through delivery of product.

Lead project on department-wide process improvement.

Proactively suggested new approaches to existing methods of the fee

approval processes.

Performed other tasks and duties as necessary to assist management

team.

Contributed articles to the monthly newsletter on performance, tips

and strategies, and updates on the Customer Service department.

Voluntarily planned and organized department activities to celebrate

milestones such as birthdays and anniversaries.

Received HIPAA certification in February 2008.

Advanced to role from Customer Service Representative in August 2008;

appointed to Team Lead in 2009.

01/2007-05/2007 THE TEWS COMPANY Orlando, FL

Administrative Assistant

Gathered and compiled information as requested, prepared related

reports or documents and verified all information was precisely keyed

in an accurate manner.

Managed incoming data input process including keying and logging of

all sensitive data.

Performed administrative duties consisting of typing, faxing, answered

multi-line telephone system, distributed correspondence, processed

mail and managed incoming/outgoing deliveries.

Supported multiple people, departments, and priorities.

Established and communicated procedures used in day-to-day operations.

Prepared documents including customized reports, presentations,

proposals and correspondence.

Planned, managed, and organized for various goals and objectives while

exceeding deliverables.

02/2006-09/2006 HEWITT ASSOCIATES Orlando, FL

Customer Service Associate

Assessed the caller's needs, researched complex issues, and made

callbacks as needed.

Administered and educated clients on health and welfare benefit

options.

Educated callers on healthcare related laws such as COBRA and HIPAA.

Managed and deployed various retirement options such as beneficiary

designations and other related plan benefits for Fortune 500

companies.

Possessed an in-depth knowledge and understanding of clients learning

programs and benefits administration, including knowledge of insurance

products.

09/2001-02/2005 AT&T WIRELESS Orlando, FL

Accounts Receivable Representative

Handled customer inquiries, resolved complaint issues and billing

inquiries with the highest degree of courtesy and professionalism in

an inbound call center environment.

Offered alternative solutions where appropriate to retain customer

loyalty and business.

Negotiated account settlements within established guidelines.

Made financial decisions that protected corporate revenues and

objectives.

Worked in multiple queues and utilized various skill sets in various

customer contact channels.

Performed other duties as assigned by management.

Education

08/99-05/05 The University of Central Florida Orlando, FL

Major: English/Creative Writing

01/11- Present The Penn Foster Career

School Scranton, PA

Certification in Wedding/Event Planning

Skills

Proficient in all MS Office Applications; Windows 98, XP, Vista,

Windows 7; Internet Applications; Mozilla Firefox, Apple Software,

Lotus Notes; Type 70 wpm

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