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Customer Service Microsoft Office

Newark, DE
March 28, 2018

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Michelle Robinson

**** *********** *****● Newark, DE 19702

302-***-**** ●

Professional Profile

A reliable, detail-oriented individual with more than 15 years of professional experience; background reflects skills and achievements in the areas of administrative support, office operations and customer relations.

Able to establish priorities, manage multiple projects simultaneously, and perform well under pressure.

An effective communicator and quick learner with excellent organizational, interpersonal, and follow-up skills.

Computer software skills include: Microsoft Office Suite- Word, Excel, PowerPoint, Access, Outlook, and, Lotus Notes: Phone systems: PBX (Private Branch Exchange), and AT&T. Various business machines and Internet applications.

Professional Experience

AETNA HEALTHCARE, Newark,DE 5/2013-Present

Full-Time 40hrs wk

Eligibility Consultant

Develops and enhances customer relationships by responding to customer inquiries and resolving customer concerns to meet or exceed customer service requirements.

Researches customer information by effectively using internal technical tools response to inquiries including, but not limited to, authorizations, payments, denials and coordination of benefits.

Interfaces with customers by telephone and/or correspondence to respond to and resolve customer concerns.

Maintains complete accurate documentation of all customer interactions and maintain production levels and quality goals.

Perform other duties as required.

UNITED REFRIGERATION, Wilmington, DE 5/2011-5/2013

Full-Time 40hrs wk

Secretarial Support

Provide administrative and research support for new and existing work orders.

Interact with sensitive and confidential information relating to employees and management.

Process work orders in (TWL) Total Warehouse Logistic system.

Distribute correspondence based upon subject and locations.

Confirm inventory for merchandise in the depot for store personnel.

Receive calls and determine the disposition of the call or callers for the Warehouse Manager and staff.

Transfer calls to appropriate divisions.

Schedule and arrange for pick-up and delivery.

Sustain office manager database, update cancellations and out of stock commodities.

Serve as a point of contact for information and inquiries to the establishment.

Customer service liaison, ensure customers receive product in timely manner.

BANK OF AMERICA, Newark, NJ- Wilmington, DE 9/2006-11/2009

Full-Time 40hrs wk

Data Entry Specialist

Archive correspondence into an online image, indexing directly into the correct line of business.

Open, prepare, sort out and stamp mail for Optics and Fine Sort departments.

Process address changes for account cardholders.

Support Specialist II

Modify account level from requests received through customer correspondence (email, faxes or mail).

Manage address changes by the use of payment remits, or online banking.

Uphold maintenance on cardholder’s accounts such as: cycle and status changes, fees and marketing suppressions for inserts, Opt outs, Access checks, removal from phone and mailing list; also pin code request.

Customer Service Representative

Support customers with questions or issues regarding their accounts via phone and/or correspondence.

Respond to custom and complex client inquiries.

Reply to faxes and emails received. Use computerized system for tracking, gathering information, and/or troubleshooting.

Maintain effective communication assert excellent problem-solving skills; independently research issues and redirect as appropriate.

VOLVO OF EDISON, Edison, NJ 8/2004 – 9/2006

Full-Time 40hrs wk


Perform diverse customer service and administrative support functions for a high-volume automobile dealership; acknowledge customers in a courteous and professional manner; respond, screen, and direct incoming telephone calls from a multi-line switchboard system.

Maintain an environment dedicated to providing optimal levels of service to ensure customer satisfaction and promote repeat business; coordinate the prompt resolution of customer problems and concerns.

NEIGHBORCARE PHARMACY, Whippany, NJ 10/2002 – 8/2004

Full-Time 40hrs wk

Billing Representative

Prepared insurance and customer billing for a retail pharmacy that catered to large institutional accounts such as assisted living and care facilities.

Communicate extensively with insurance companies to investigate and resolve rejected payments; expedite payments through effective troubleshooting and interaction with insurance representatives.

Work closely with collections department to resolve billing disputes and negotiate payment settlements.

Prepare customer correspondence and facility reports; maintained detailed filing systems.

BRISTOL MYERS SQUIBB, New Brunswick, NJ 4/2000– 10/2002

Full-Time 40hrs wk

Administrative Coordinator/Help Desk Specialist (temporary position, contracted through Tec source)

Execute various administrative support, plan and coordinate functions for the facilities department.

Communicate with company employees to schedule and initiate work orders for facility maintenance issues.

Analyze daily workload to establish priorities and dispatch appropriate personnel; quickly respond to all calls for service to ensure the timely repair.

Schedule and monitor calendar appointment management for Director of Facilities.

Set-up large meetings with head of organizations and senior departmental officials.

Use software system for timekeeping and travel, to ensure accurate reporting.

Prepare correspondence, purchase orders, invoices, memos, and other interoffice documentation.

Perform as department receptionist; converse with clients; receive calls and determine the disposition of the call or calls for the Director of facilities.

MERRILL LYNCH & CO., Somerset, NJ 7/1990 – 8/1999

Full-Time 40hrs wk

Administrative Assistant

Provide efficient administrative support to Quality Assurance Supervisor and 12 account management personnel.

Participate in joint efforts to address specific issues with special projects from clients; work closely with management and staff to plan, organize, and complete projects within strict deadlines.

In-charge of training and coaching new employees on Lotus word processing system and daily unit activities.

Order and maintain department supplies; print statement invoices and process customer documents.

Took leadership in increasing operational efficiency through the development of methodical office systems.

Maintain numeric and alphabetic filing systems for all statements and paper for each customers financial records.

Led and supervised our word processing team which comprised of 3 employees and 5 employees from a temporary agency for a multi-million dollar Levi Strauss account. Under my direction our team was able to provide over 200 statement accounts within 3 days for each employee within the Levi Strauss organization who had an account with our company. With this success of getting the statements out on- time our team was recognized as Team Players.



Office Automation Specialist Certificate, 1988

BRYMAN INSTITUTE, South Plainfield, NJ

Medical Billing Diploma, 2006


Microsoft Office Classes

Personal and professional references are available upon request.

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