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Customer Service, Administrative Assistant, Office Manager

Erie, Pennsylvania, United States
August 28, 2017

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Daniel T. Rivera

*** **** *** *******st Floor

Erie, PA 16502

Mobile: 814-***-****



Experienced professional with extensive experience in trade compliance, project management, office administration, office management and Human Resources. I am seeking an opportunity where I can apply my knowledge and professional work ethics and continue to grow with an organization. My core values include integrity, customer focus, customer service, professionalism and molding myself to my employer’s needs..


December 2016 – June 2017 Highmark, Inc. – Erie, PA

Customer Service Advocate, General Non-Dedicated Accounts

Inbound call center advocate for members, providers, third party administrators, and other insurance carriers.

Assist members with claims inquiries, claim adjustments.and explanation of benefits. Educate members on how their claims processed.

Provide members with in-network and out-of-network coverage, deductibles, co-insurance and copay information.

Assist members with requests on procedure codes and diagnosis codes relating to their benefits. Advise what procedure or diagnosis codes will be covered and non-covered.

Prepare member letters for ADHI and PHI information and access to other member policy information.

Prepare company letters for member requests on cancellation of coverage, coverage effective dates and out of country benefits.

Provide FCR (First Call Resolution) for members by addressing all customer needs on their initial call and providing world class customer service.

Research providers for member to determine if providers they want to use are in or out-of-network.

Provide members with listings of providers for various types of services (i.e primary care, substance abuse, mental health and behavioral services, chiropractic services, durable medical equipment and specialists among the few).

Provide members with Drug prescription drug coverage information, medication, prior authorizations, and rejected claims for medications.

Route dedicated account members to proper department and special account services. Assist members within the Northeast, and western regions of Pennsylvania and Delaware.

Assist members with review and updates on their coordination of benefits and member profiles

May 2016 - July 2016 Infinity Resources Professional Services – Erie, PA

Contract Site : Zurn Industries/ Rexnord

Customer Service Associate

Assist customers and contractors with product orders which includes tracking information, order status, updating product information on orders and overall excellent customer service duties,

Review and process contractor email requests for PA Steel requirements, Buy America and Buy American requirements on orders placed.

Prepared and provided compliance dept with calculations and contractor request documentation for approval on PA Steel, Buy America or Buy American requests.

Assist co-workers with work overflow.

Process email order requests by researching product information and providing customer and contractor responses in a timely manner.

Update product information on orders placed requested by customers and contractors.

Provide customer online support and troubleshooting while networking and developing a positive work relationship with company sales representatives, engineers and compliance to ensure customer satisfaction.

September 2015 – March 2016 Adecco Employment Agency – Erie, PA

Contract Site : GE Transportation, Erie PA

Non-GE Resource Administrator

Process all Non-GE contingent worker onboarding.

Review compliance documentation for resource onboarding

Submit compliance documents and instructions to GE Global suppliers for onboarding of resources.

Maintain and update process for all contingent workers and provide status updates.

Trouble shoot and provide assistance to GE managers and suppliers where necessary.

Provide analysis of weekly activations, deactivations for various GE global businesses through HR3 reporting.

Update Global Distribution List.

June 2015 - August 2015 Manpower Group/Experis – Mentor, OH

Contract Site: Rockwell Automation, Mayfield Heights, OH

Export/Import Classification Analyst

Classified miscellaneous shipments on compliance hold.

Researched global tariff classifications for various computer and automation products traveling to and from the United States and other globally located customers and company sites.

Researched global ECCN codes for encrypted software and equipment for government compliance.

Processed and released shipments on compliance hold once tariffs were established and provided notification to shippers.

Developed relationships with customers and company engineering team to properly identify and classify products for importing and exporting worldwide.

November 2007 – October 2014 Logistics Plus – Erie, PA

Contract Site : GE Transportation, Erie PA

International Trade Compliance Import Analyst

Processed broker requests (i.e. US Imports for GE Transportation, GE Mexico related facilities and external suppliers)

Liaison to US Customs Brokers in Texas and Ohio establishing supplier profiles, customs clearance instructions, service issues at Texas Port. Coordinate special requests involving drop shipments to Canada and US ports.

Liaison to GE payment center for Mexican brokerage invoices, US brokerage invoices, supplier invoices and US customs related billing. Review, code and approve processed billing for payment.

Processed US Customs refund checks. Update internal recordkeeping logs and transmit results to finance.

Reviewed, processed and approved reconciliation invoices for payment processing.

Provided compliance support for GE Mexican suppliers, GE Transportation related facilities

Communicated and facilitated issues arising from clearance/movement to new ports in Mexico and US.

Assisted GE third party classification service provider with NAFTA solicitations.

Maintained and updated contact lists and databases for solicitation.

Conducted monthly auditing of processed imports.

Monitored broker activity to ensure GE SOP guidelines are being met.

Updated broker SOPs (i.e. FedEx Trade Networks, FedEx CPA, UPS Supply Chain Solutions and DHL)

Processed documentation required for CF28 and CF29 requests.

Established procedures and enforce guidelines are in use for GE Mexico non-resident importer facilities.

Assisted with any operational issues (customer complaints, classification and mismatch of data criteria).

Analyzed broker performance metrics.

Processed Bill of Material requests from GE third party provider.

Performed daily updates for internal recordkeeping for shipments outside of normal standard process (i.e. courier shipments).

Maintained and updated daily broker requests logs.

Data entry for processed post-entry work and value reconciliation.

Researched Mexican law requirements for importation of certain goods for special projects.

Reviewed and processed all U.S. customs liquidation notices.

Reviewed U.S. Customs summary reports for pending liquidations and check for monetary discrepancies.

Processed Transportation Entries and Section entries received from brokerage service providers.


November 2014 – Present Argosy Online University, Phoenix AZ

Major: Business Administration and Business Management


Word 2010, Excel 2010, Access 2010, Outlook 2010, PowerPoint 2010, Publisher 2010, Office 365, Microsoft Windows 10, AS-400 System, Oracle System, IBM/TPX CAS system, Axapta software program, CSD System, INSINQ System, OPIS System, OSCAR Benefit system, ICIS Benefit program, Fluency: Spanish


Available upon request

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