Customer Service Administrative Assistant

LATAWNYA L. RIVERA

**** ******* **** ** ** Bldg.*900E Marietta, GA 30067 Cell 678-***-**** *********@*******.***

Summary of Qualifications:

Organized detailed-oriented professional with over 14 years of specialized experience in State& Corporate Administrative/Receptionist duties providing thorough support to Senior Management, Executives, Directors and Law Firm partners. Currently seeking a new opportunity in a dynamic environment that can use my skill set and drive as an added bonus to their company. I’m also a quick learner and focused at multi-tasking and follow through to achieve project goals

Technical Skills:

MSOffice7 (MS Word, Excel, Access, PowerPoint) MS Outlook 00, MUNIS, Share Point, People Soft and QuickBooks

Data Entry: Alpha & 10-key stroke, Type 40+ words per min, auditing documents, answering phones,

Mail distribution, Calendar maintenance, travel arrangements, booking conference rooms, coordination meetings,

Faxing, Filling, Scanning, Excellent Customer Service, Problem Solving, Strong organizational skills,

Adaptive team player

Diplomas/Certifications:

Atlanta Metropolitan Community College, Atlanta, GA A.A Business Administration (TBC 2018)

Atlanta Job Corps Center, Atlanta, GA Certified Business Administration ‘2002’

Central High School, Detroit MI High School Diploma ‘1995’

BUSINESS EXPERIENCE:

HKA Enterprises/CH2M Hill – Supporting the City of Johns Creek 2/2017- 9/2017

Administrative Assistant 1

Office support duties; scanning documents into Optiview. Updating documents, provides assistance in resolving operational and administrative problems.

Run reports daily from Rec1 software.

Answering questions and request.

Run reports and match invoices.

Maintains accurate and up-to-date files and records for assigned areas; develops and monitors various logs, accounts, and files for current and accurate information; organizes, and maintain filing system.

Work as a liaison officer between the management and staff.

Operates office equipment/software applications for self and/or others including the preparation of special reports or other departmental documents.

Routine and non-routine in nature such as maintenance of files/documents, modifying data, or performing analysis on moderately complex information.

Provide full support to the management team.

Supports a small group or department in coordinating project files, managing information flow, or arranging files and plans.

Maintain land records, updating status reports, preparing reimbursing invoices for Capital Projects.

Operate all the office filing systems for Public Works Department.

Cont.’

CH2M Hill Corporate – Reception

As a main point of contact for all customer inquiries, requests and transactions

Handle incoming customer / associate relation calls

Answers and transfers calls from all over the United States.

Superior customer service to internal and external customers.

Filing, scanning and coping documents

Reserved rental cars for employees

Conference room calendar reservation

Issue temp badges to visitor’s / Sign In and Sign Out

Complete badge request forms

Maintained corporate mail accounts for shipping and receiving via Fed-Ex UPS and the US postal service

Distribute mail to all employees

Establish and maintain effective working relationships with peers, management

Other duties as assigned.

CH2M Hill – Supporting the City of Stone Crest

Greets the public.

Handle incoming customer / associate relation calls

Main point of contact for all customer inquiries

Light Administrative duties.

Gives information to callers, and takes dictation

Organizes office supplies for the revenue division

Processes new and renewal occupation taxes and various other license types

Processes alcoholic beverage licenses and excise taxes

Utilizing the telephone, provide license and tax information to customers

Ensures that new and existing businesses meet and comply with the City’s zoning and licensing requirements.

File license and tax applications and batches on a daily basis.

HP Enterprise Service- Tucker, GA 09/28/2014- 1/27/2017

Receptionist/Administrative Assistant

Receive and sign for all packages delivered to the office

oSend mail notice to those who receive packages

Replenish hot beverage supplies and condiments daily

Checking all conference rooms to ensure they are clean and in order (change batteries in conference room clocks when needed)

IT MEUPS Password reset log

Badges (Temp and Perm)

oCollecting completed badge request forms

oSubmit building form to management office

oSubmit APARS

oTake photos

oIssue temp and escort badges

Office Phone list (monthly distribution; updated throughout month)

Conference room calendar reservation approval

Maintain documentation, keeping system and business process documentation current.

Office supply orders via Smart buy

Filing, scanning, typing and create spreadsheets, preparing mailers

Track, compile and report all weekly and monthly reporting to the Administrative Team

Manage and process non-financial changes (e.g. equipment location, billing address, serial number changes)

Make “Welcome Calls” via phone & send Welcome Package Provided exceptional customer service while researching and resolving escalated issues from plan participants, union locals, providers, Department of Insurance, and the Center for Medicaid and Medicare Services

Enter new hire task flow for new hire employees, process exit task flow for termed employees.

Run monthly reports for DCH as requested and deliver memos daily.

T. O. Vinson Health Center - Women Infants & Children Services (WIC) Decatur, GA 08/01/2014-11/2013 Social Service Technician/ Part-time

Provides nutrition education, assesses income eligibility

Verify patients’ information and Monitor confidential information in Insight.

Inform clients of their HIPPA and Rights of privacy.

Perform administrative and advanced clerical duties or support of program. Completes call logs and reports

Assures that confidentiality standards are met to the best extent possible in the immediate clinical environment.

Interview patients and/or their representatives to obtain complete and accurate demographic, financial and insurance information

Maintaining the quality of work product and professionalism to staff and client

Focusing on customers, communication and team work, among other critical competencies

Complete the demographic and income portion of a WIC Certification.

Appropriately interviews clients related to income verification procedure Manual

Assure prompt, professional, and courteous delivery of the service.

Print vouchers for clients without over or under issuance

Make copies of all proofs at a level acceptable per the WIC procedure Manual

Assures signatures and identification are verified prior to issuing vouchers

Maintains strict control of voucher inventories and voucher paper

Appropriate scheduling for the client on their next visit.

Intensive screening of all Medicare, Medicaid providers for eligibility.

Verb Star Media Atlanta, GA 12/2013 – 05/2014

Administrative Assistant/ Part-time

Provided high-level administrative support by conducting research, handling information requests and performing clerical functions

Performed general office duties such as ordering supplies, maintaining records management systems and performing basic bookkeeping work

Filed and retrieved corporate documents, records and reports

Opened, sorted and distributed incoming correspondence, including faxes and emails

Prepared responses to correspondence containing routing inquiries Teamwork: ability to effectively work and complete assignments in group settings; works cooperatively with others to achieve common goals

Prepared invoices, reports, memos, letters, financial statements and other documents

Cobb & Douglas Public Health Marietta, GA 02/2011-09//2013

Front Office Supervisor- Women Infant & Children

Performed advance administrative duties to include: Case Management, Financial/Budget Reporting and High-Level Data Entry Responsibilities

Managed unit for client eligibility for WIC Social Services Programs and Human Resources

Ensured that team members performed their job responsibilities diligently and accurately

Provided back-up when other support staff is out or is need of assistance

Retain information and knowledge of rules and regulations

Conducted face-to-face comprehensive assessments to identify case problems and customer service needs

Worked with Senior Management to improve the QA auditing process and internal office procedures

Communicated effectively with clients and staff to maintain a steady “environment friendly” work environment

Initiated corrective steps to help improve work performance with department team members

Maintained confidential personnel files to ensure client privacy and compliance of policies and procedures

Entered all client case applications were entered into the central office database via People Soft.

Strong commitment to providing excellent customer service

Marketed programs, tracked and prioritized client case workloads in a fast paced environment

Ensured employees current job description and classifications are in accordance to their skill set appropriate areas

Performed a variety of clerical support functions/processes for the department unit to include: Preparation of Case Letters, Filing, Email Management, Input financial data and troubleshooting of escalated case related issues

Managed high volume customer calls and dispatched to staff members who were responsible for the issuance of vouchers of the Georgia State WIC Program

Cobb & Douglas Public Health Marietta, GA 06/2006-02/2011 Clerk/ Program Assistant Woman Infant & Children (Promoted)

Conducted clerical duties to include: Answering Phones, Interviewing Clients, Client follow-ups, Transfers and maintenance of client files

Created pulled, updated and processed client charts and filed documents

Provided nutrition education to clients and assessed income eligibility

Verified client’s information and monitored confidential information in the M&M and VHN systems.

Managed and interacted with approximately 200 clients per day inputting high volume of customer data into the system database

Informed clients of their HIPPA and Rights of privacy and also ensured that the HIPPA procedures were properly implemented

Served as a primary contact and information resource for the assigned organizational unit and program areas

Enforced communication and team work, among other critical competencies to ensure a well-functioning department team

Reviewed system database work queues and identified missing case evidence and provided assistance to ensure completion

Completed the demographic and income portion of the WIC Certification program

Assured applicant understanding of the WIC program to include but not be limited to: Dual Participation, use of the WIC ID folder, and the Rights and Responsibilities

Interviewed clients and reviewed personal documentation to ensure income verification met state guidelines

Assured signatures and identification were verified prior to issuing state vouchers

Maintained strict control of voucher inventories (via internal database) and voucher papers

Completed close-out documentation daily and notified supervisor when documentation was not completed at end of day.

Coordinated and verified client scheduling for next visit and recertification

Informed supervisor of client misappropriate voucher usage

Volt Staffing Services Atlanta, GA 10/2004- 06/2006

Personnel Assistant/Receptionist

Maintained corporate mail accounts for shipping and receiving via Fed-Ex UPS and the US postal service

Processed incoming and outgoing mail. Sort and distribute Maintain postage meter

Calculated payroll time keeping for the temporary employees and faxed times sheets to the Volt corporate office for weekly payroll

Created HR packages for new hires, I_9 and w-4 Changes for temporary contractors and provided recruiting assistance for senior recruiters and branch managers

Insured security standards to all staff and visitors. Greet guests, answer phones and route messages

Coded invoices and various clerical duties copy and file documents, acquire appropriate signatures for invoices

Processed recruitment expense invoices for payment

Provided quality customer service through face to face and phone. Answer questions and provide support.

Provided administrative support to Managers, Recruiters and Staff

Maintained confidential personnel files

Created and maintained Access database to track applicants and process reports

Processed background checks and drug screens and made new hire approval determinations based on results

Maintained filing and record keeping in system copy and distribute document

GEM Shopping Network, Inc. Duluth, GA 02/2002-10/2004

Receptionist/Customer Service

Performed clerical duties to include: typing company correspondence, emails, faxing Xeroxing and answering a multi phone line switch board system.

Managed 350 in-bound sale calls daily for jewelry purchase orders domestically.

Monitored calls for quality assurance as customer viewing services are rendered through Direct TV, Dish network and Comcast.

Managed difficult or emotional customer situations; responds promptly to customer needs; Meets commitment.

Provided customer service through face to face and phone support

Processed customer accounts to include: payments made by credit card, as well as other adjustments to customer accounts for credits/debits and account write-offs

Verified customer purchase orders, billing and credit card information

Inputted customer information into the Pro-Theory Database

Performed routine follow-up calls and callbacks for pending orders.

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