Administrative Assistant / Customer Service
Resume:
LISA F. THOMAS
**********@*****.***
OBJECTIVE STATEMENT: I am an accomplished, administrative assistant and customer service professional with over ten years of experience seeking a long-term position that utilizes my expertise in office management and administrative support. I have permanently relocated to the Joshua Tree area to be closer to my family. I am eager for the opportunity to continue to grow with a good company.
SKILLS: exceptional administrative assistant skills; comfortable in fast-paced professional settings including: finance, insurance, health care, and academic settings; experienced in office management, organization, and project management; positive attitude and growth mindset; friendly and professional work demeanor; strong problem-solving skills; ability to work independently and collaboratively; quick learner and hard worker; fluent in Microsoft Office applications; type 60+ WPM SELECT
PROFESSIONAL EXPERIENCE:
Customer Service Representative Team Lead July 16, 2017 to May 11, 2018 Applus Technologies, Inc. 787 A Hartford Turnpike, Shrewsbury, MA 01545 Applus holds a state contract to provide customer service support for the implementation of a new statewide vehicle inspections and emissions program, “Mass Vehicle Check 2017.” In October 2017, I was promoted to the supervisorial role of call center team leader. My responsibilities are to:
• Master new regulations and procedures quickly and efficiently to adhere to state standards and maintain a consistently high quality of customer service, including obtaining a Non-Commercial Vehicle Inspection License to assist with complex customer service inquiries
• Answer questions regarding the implementation of new program standards from motorists, inspectors, and state agencies including: Registry of Motor Vehicles, Department of Transportation, and Department of Environmental Protection
• Provide remote IT and procedural support to inspectors on software and policy
• Conduct independent research to determine the root cause of client issues and provide timely resolutions; effectively resolve and/or escalate problems to the correct department
• Supervise a team of ten call-center agents and assist in training new hires as needed
• Provide reports to customer service manager; handle special projects as assigned by manager.
Customer Service Associate and Banker Jan 1, 2017 to July 1, 2017 US Bank 1341 US Highway 395N, Gardnerville, NV 89410 Working in a small rural branch of US Bank, I developed strong community relation skills and the ability to work collaboratively in a small team. As a bank teller, I strove to build meaningful relationships with every customer and made it my goal to provide excellent customer service. After completing a three-month training course and obtaining my NMLS license, I was promoted to the position of Banker. My responsibilities were to:
• Obtain and process customer account information with sensitivity and efficiency
• Evaluate client banking needs and recommend financial solutions based on each customer’s unique goals; guide clients to appropriate loan products and refer them to the bank services best suited to their situation
• Develop new business by facilitating cross-selling opportunities and referring clients to external departments as appropriate
• Conduct banking business, including: cash handling; processing deposits and withdrawals; originating and closing consumer loans; opening new accounts; opening and closing branch
Customer Service Insurance/Healthcare Representative June 16, 2016 to January 3, 2017 Hewlett Packard Enterprises [Now DXC Technologies] 9852 Double R Blvd, Reno, NV 89521 Hewlett Packard held the state contract for Nevada Medicaid. In addition to learning the appropriate policy and technical information to provide effective and professional customer service, my responsibilities were to:
• Serve as a point of contact for providers; maintain a working knowledge of Medicaid processing and proprietary software to facilitate enrollment and answer provider inquiries regarding claims processing
• Provide technical and procedural support with enrollment, online access, and web portal features
Customer Service Assistant /Operations Specialist Dec 29, 2014 to Sept 10, 2015 Sun Life Financial One Sun Life Executive Park, Wellesley Hills, MA 02481 As the Operations Specialist, I provided administrative and operational support to the Operations Associate Director of the Life Insurance Department. In this capacity I was expected to:
• Knowledgeably field client inquiries regarding withdrawals, beneficiaries, and payments
• Record and maintain client management data; prepare reports for Operations Associate Director
Administrative Assistant Oct 15, 2013 to June 15, 2014 CCR Wealth Management [Cetera Advisors LLC] 1400 Computer Drive, Westborough, MA 01581 CCR Wealth Management is an independently managed investment firm. I provided administrative support to executive members during an administrative staff reorganization. My duties were to:
• Interact with clients to solve problems and answer questions; serve as a liaison between financial advisors, back office, and staff
• Conduct organizational tasks, including: managing calendar and scheduling; maintaining client management data; filing and processing paperwork
• Compose internal reports and client correspondence; arrange mass mailings
Executive Assistant Operations Manager Feb 10, 2006 to June 1, 2012 Sterling Financial Services [Now Ameriprise] /333 Ameriprise Financial Ctr., Registration, Minneapolis, MN 55474 Sterling Financial was a small boutique investment management firm purchased by Ameriprise Financial. I assisted with all aspects of its operations and provided administrative support to the CEO and other members of Sterling both prior to and in preparation for its transition to Ameriprise. My duties were to:
• Supervise all operational aspects of the business such as: office management; hiring and training; budget planning; scheduling; developing organizational procedures and filing systems
• Oversee marketing initiatives; coordinate client appreciation functions/business development events
• Prepare reports for financial planning, client reporting, and compliance audits
• Grow a working knowledge of the financial industry including: maintaining Series 7, Series 63, and Series 65 securities licenses to assist Registered Principal with research and financial planning
RELEVANT EDUCATION AND CERTIFICATIONS:
• B.S., Management, Franklin Pierce University Online, (Ongoing: 93 of 120 credit hours completed)
• Mortgage License, National Mortgage Licensing Service-NMLS, (January 2017) [ID: 1583996]
• Mortgage Loan Originator (MLO) Training, US Bank, Gardnerville, NV (February 2017)
• Banker Basics Training, US Bank, Gardnerville, NV (May 2017)
• Life and Health Insurance License, State Issued, NH (2007); MA (2013) [previously registered]
• Securities Licenses, FINRA, Series 7 (1998); Series 65 (2007); Series 63 (1998) [previously registered]
• Paralegal Certificate, Northeastern University, Dedham, MA (1995)
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