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Customer Service Sales

Diamond Bar, CA
March 11, 2018

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Iffat Razvi

Administrative Senior Assistant - St. Michael's Hospice

Diamond Bar, CA 91765

Professional strengths/goal: To secure a position with a firm where I can combine my 19 years of business experience with my customer service and highly developed personal skills in order to make a significant and positive contribution to my employer. I am an extremely determined individual with demonstrated adaptability to change and grow. Key strengths include motivation, focus, analysis, teamwork, self-discipline, and a desire to grow with any challenge.

Authorized to work in the US for any employer


Administrative Senior Assistant

St. Michael's Hospice - September 2011 to Present

Provide administrative support to senior executive group in order to ensure success in company initiatives and goals and personally responsible for integration of integral information among varied and diverse parties in a timely and satisfactory manner.


o Created organizational system for staff to utilize appropriate and necessary resources. o Created system for direction of outside contacts; directed secretarial staff to maintain system. o Helped to build culture of empathy in sensitive and highly-specialized area of healthcare. o Over-see, host and facilitate business activities such as cross-team meetings, social gatherings, and conferences.

o Performs general administrative activities such as greeting visitors, screening and directing phone calls, maintenance of computer resources.

o Manage executive calendars with attention to detail, accuracy, and appropriate time allocation. Executive Assistant (Temporary) contract

Ready Pac - Irwindale, CA - June 2017 to July 2017 Roles and Responsibilities

Manage and maintain executive schedules, including scheduling travel and conferences, making appointments, and making changes to appointments.

Answering and directing calls to appropriate executives and parties, taking messages. Greeting visitors and determining access to appropriate parties. Executive Administrative Assistant (Temporary) Contract Mount San Antonio College - Walnut, CA - March 2017 to April 2017 Mt. San Antonio College – March 2017 – April 2017

*Role: Executive Assistant

Primary functions to coordinates the schedule of my boss, prioritizing functions and appointments, ensuring that meetings, deadlines presentations and other duties of the executive office are carried out seamlessly. Often make travel arrangements for my boss, coordinating flights, accommodations and other itinerary specifics.


Produces information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data, and graphics.

Conserves executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating telecommunications. Maintains executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.

Represents the executive by attending meetings in the executive's absence; speaking for the executive. Welcomes guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.

Maintains customer confidence and protects operations by keeping information confidential. Completes projects by assigning work to clerical staff; following up on results. Medical Records Coordinator

Odyssey - February 2010 to September 2011

o Gathers patient information by collecting demographic information from a variety of sources; interacting with registration areas and physicians' offices; retrieving information from automated printer. o Maintains master patient index by completing assigned portion of daily audit trail; corrects and communicates problems according to established procedures.

o Initiates the medical record by creating and processing the patient care record folder. o Maintains record availability by processing charts into the department; using chart mark-off procedures; facilitating chart location activities.

o Retrieves medical records by following chart-out procedures; documenting reasons charts cannot be retrieved for statistical and follow-up purposes.

o Keeps health care providers informed by communicating availability or unavailability of the record. o Maintains patient confidence by keeping patient records information confidential. Principal

Financial Insurance, Co - September 2008 to November 2009 Role: Claims Negotiator

-Responsible for coordinating and executing negotiation strategies, targeting medical bills to achieve the most reasonable and fair reimbursement, in addition to collaborating with the clinical staff to build the company's competence and increase the company's success rate to positively impact the bottom line. Accomplishments:

o Engage in evaluation and negotiation strategies that may include, but are not limited to: phone calls, individual meetings, multiple-party meetings, settlement agreements, counter proposals, objections, and appeals. Achieved as many as 150 calls per day.

o Write legible, effective and concise negotiation settlements and obtain provider agreement and signature while complying with regulatory and company timelines for processing completed agreements; also, responsible for documenting all negotiation activities that occur. o Present and explain all negotiation strategies and agreements to all parties involved, which included the negotiation team, providers, billing entities, internal claims, medical management, PDR, and legal staff. o Develop and preserve effective working relationships with the provider communities and billing entities that render health services to the insured.

Personal Banker

Wells Fargo Bank, N.A - November 2007 to August 2008 Responsible for developing new relationships by servicing and cross-selling bank services to new and existing clients. Responsibilities also included interviewing potential customers and reviewing applications for more complex loan products such as deposit accounts, home mortgages, home equity loans/lines, and personal loans. Advised potential customers on investment opportunities and set up numerous portfolio lines. Performed cross selling of products and serviced deposit and credit accounts. Accomplishments:

o Recognized as the highest achiever in the Inland Empire. o Established, developed, retained, and deepened long term business relationships with customers who consistently referred new clients which substantially contributed towards branch sales target. o Worked under huge sales targets and always was relied on by peers and superiors to achieve branch sales goals. Worked weekends and extended hours and remained reliable on attendance to cover staffing shortages on short notice.

Customer Sales and Service Officer

Wells Fargo Bank, N.A - November 2007 to August 2008 Responsible for offering and selling financial products and services to both consumers and small businesses. Performed tasks such as advising clients to invest their funds in the rights direction to maximize their returns, and structuring financial solutions to best fit their needs; also, whilst in this role sold home equity loans and personal loans to customers. Frequently handled customer service requests, opened basic and complex accounts, assisted in the preparation of loan applications, and assisted other sales associates as needed, all while demonstrating the core visions and values of the company. Accomplishments:

o Promoted to personal banker within a year.

o Achieved awards as the best customer sales and service officer in the district. o Always exceeded sales and customer service goals. o Built and sustained relationships with consumer and small business customers, becoming the highest profit contributor to branch revenue.

Telemarketing Officer

Northport Lending - March 2003 to April 2007

Responsible for telemarketing, assisting customers with accurate housing market condition, advising them which options would benefit them the most. Filled out applications according to consumer needs and proceeded to process application by running comparative homes in customer's area. Ran credit to verify accuracy of provided information and whether customer is eligible to move forward in the application process. Prepared and processed home mortgage loan records, files, and correspondence from application through approval in compliance with regulatory and investor guidelines and customer service standards. Accomplishments:

o Always achieved call target if approximately 250 calls daily. o Promoted sales of credit and loan service and completing credit and loan documentation within shortest turnaround time.


Insurance billing and Medical Coding in Insurance

UEI College - Ontario, CA

September 2009 to April 2010


Microsoft Office, Excel, Outlook, Word, Fax, Photo Copier, Bright tree (10+ years) AWARDS

Medical billing insurance coding

April 2010

Recognized as outstanding student, with GPA 4.0 throughout course. Rewarded for first class attendance and punctuality.


Business Finance

September 1986 to Present

Achieved business finance degree in highest grade



o Professional appearance and communication skills o Director of first impressions

o Computer literate

o Quick decision maker

o Detail oriented/organized

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