Michelle C. Therrien

*** ***** ****, **********, ** 03104 603-***-**** ac6r92@r.postjobfree.com

Professional Summary

Versatile and experienced administrative professional well-versed in office administration and time management with healthcare, finance, human resources and insurance. Enthusiastic problem-solver. Hardworking and focused with outstanding written and verbal communication skills. Exceptional customer service skills with a positive attitude and upbeat personality.

Skills

Administrative support

Supervisory responsibilities

Exceptional written and verbal communication skills

Documentation and reporting

Professional telephone etiquette

Aptitude for working independently and as part of a team

Strong collaborator

Proficient meeting deadlines while multi-tasking

New hire training

Credit and collections

Professional phone etiquette

Articulate and well-spoken

Knowledge of HR laws, compensation and benefits

Microsoft Office Suite

Meeting scheduling, preparation of agenda and minutes

Customer service-oriented

Medical, Personal and Commercial insurance knowledge

Typing skills 80wpm

Policy and procedure development

Employee performance evaluation, disciplinary action and termination

Successfully adapt to unplanned work flow changes

Planner and Coordinator

Analyze processes and procedures to improve productivity

Public speaking

Resume of

Michelle C. Therrien

Page 2

Work History

Quality Monitoring Support, 01/2016 to 08/2018 The CCS Companies – Salem, NH

Educated Customer Service Associates (CSAs) on specific Quality Monitoring standards to verify company and legal standards are maintained.

Prepared QM evaluation reports and submitted to management.

Evaluate customer service and procedure adherence through silent monitoring audits.

Recommend process and procedural revisions.

Review standards with CSAs resulting in increased bonus.

Scheduled weekly and monthly meetings with CSAs to review recorded calls and provide learning opportunities.

Communicate clear expectations and goals.

Office Manager, 03/2015 to 11/2015 Leddy Group – Manchester, NH

Met challenging quotas for productivity and accuracy of work.

Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.

Answered an average of 80 calls per day and pre-screening candidates, scheduling interviews and checking references.

Maintained call center equipment in good working order to maximize productivity.

Established and oversaw performance targets for call center associates.

Patient Service Center Team Lead

Interim Supervisor, 11/2008 to 03/2015 Dartmouth-Hitchcock Manchester – Manchester, NH

Lead a team of twelve to twenty Patient Service Center representatives by fostering a positive and open work environment.

Develop and maintain weekly and monthly status reports for internal business partners.

Prepare agenda and minutes for weekly and monthly meetings with staff and/or management.

Implement new working processes to deliver continued improvements.

Supervisory functions included recruitment, training, performance appraisals and disciplinary actions including termination.

Monitor metrics to determine staffing needs and performance measurements

Supported Management with daily operational functions.

Education

High School Diploma, Manchester West High School - Manchester, NH

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