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Administrative Assistant Customer Service

Neenah, Wisconsin, United States
April 25, 2019

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Susan Adams

*** ***** **** ******, ** 920-***-****


Consistently recognized for leadership and performance; works independently and in a team. Driven by high standards of service levels, attention to detail, and excellence in customer service. Proven ability to assess customer needs, establish rapport, and build trust. Proficient in Microsoft Office and other company-specific systems.

Email Communications Specialist ALTA Resources

November 2014 -present Johnson & Johnson Team Neenah, WI

ACE of Spades Award winner denoting performance in the top 7% of all ALTA employees

Delivered professional customer service to current and prospective consumers through email communications, while continuing to assist inbound phone and ecommerce teams during high-volume events

Used strong problem-solving approach to quickly formulate quick resolutions and responses, with the goal of single-contact encounter and positive outcome for every consumer

Can successfully anticipate present and future needs of consumer, while building rapport and loyalty\Constructed, edited, and proofread communications to consumers

abiding by HIPAA, FDA, and Client regulations, including Work Instructions, Job Aides, Information Alerts and SOPs

Monitored peer activity via reviewing and during their training; provided constructive feedback to rep and Team Leader

Led small team calibrations and one-on-one development sessions to mentor other team specialists

Use a variety of computer applications simultaneously in Windows-based work environment to research and disseminate information

Assisted brand trainer on various email processes for new-hires

Acted as liaison between team and brand partners as member of Breakfast of Champions; gather inside information on brand changes, posted meeting minutes to database

Took initiative to be cross-trained in all business units within the J&J brand, including Canada

Maintained professionalism and confidentiality with every interaction

Consumer Care Specialist (Phone) Johnson & Johnson Team

March 2013 – November 2014 Neenah, WI

Front-line first point of contact for consumers, handling inbound consumer calls

Continuously provided best-in-class customer service to current and prospective consumers

Cross-sold discontinued or new products according to consumer inquiry

Won ‘WE CARE’ award multiple times for exemplary consumer satisfaction

Served as J&J Ambassador to new-hire classes

Became a Resource Assistant for other phone specialists

Customer Care Specialist ALTA Resources

October 2012 - February 2013 United HealthCare Team Neenah, WI

General knowledge of Medicare and Medicaid benefits

Research complex issues across multiple databases and government websites to resolve insurance or pharmacy issues or product concerns

Review EOBs and Prior Authorization requirements with customers; inform of plan benefits and limitations

Excellent verbal and written communication, computer, and data entry skills

Quickly formulated recommendations and follow through with “one-call resolution” while simultaneously performing active listening, entering data, and researching information

Used customize approach to meet all types of consumer communication styles and personalities

Perfected knowledge of all products, insurance terminology, HIPAA and programs

Susan Adams -2-

Customer Service/POS Associate Kohl’s

July 2015 – present Neenah, WI

Continually ensure guests have a positive shopping experience and support the store's initiatives to increase sales

Greet customers upon entering store and during their shopping event

Ensure a smooth sales process, process transactions, always conveying “Yes We Can” motto

Engage customers, listen to needs and communicate options for them.

Stock shelves and organize displays, return misplaced items to correct display

Demonstrating product knowledge

Possess flexibility to work long hours, nights, weekends, and holidays

Administrative Assistant & Project Coordinator

June 2011 – October 2012 PRISM Marketing Services Appleton, WI

Participated in time-sensitive research projects in the fields of pharmaceutical, consulting, health care, technology and fleet for a prominent diversified New York company

Project-related assignments involving timeline planning with client’s media team

Respond to e-blasts and document responses in CRM

Inbound and outbound telesales, proactive and reactive marketing, database management, lead generation and

additional client services as required by campaign

Engaged in multiple projects simultaneously and systematically

Administrative Assistant/Dispatcher IUOE Local 139 Appleton, WI

June 2010 to January 2011

Liaison between district manager, business manager, agents and members

Maintained manager and agent calendars

Composed monthly reports and newsletter articles on behalf of district manager and business agents

Receive, research and dispatch IUOE members to job sites as requested by signatory contractors

Update commercial construction projects bidding and contracts

Maintained detailed records for staff, company credit cards and monthly expense reports

Updated confidential member history, work status and work dispatch information

Created and distributed memos, spreadsheets and correspondence, including bulk mailings

Coordinated meetings, conferences, and travel arrangements for multiple offices of IUOE

Prepared and scheduled UPS/FedEx/mail deliveries; maintained all office equipment; processed all mail

Maintained hard copy and detailed electronic filing system records

Screened incoming calls and assist engineer or transfer to appropriate business agent

Processed credit card payments, inventory and order office supplies, open/close office

Executive Assistant/Marketing Assistant Resolv, Inc. Appleton, WI

November 2007 to May 2010

Retrieved, stored, and integrated confidential information for reporting to sales department and Principals in CRM

Managed and tracked campaign phases and accounts receivables via CRM

Plan, organize, and attend business expos and seminars at outside venues; coordinated logistics and setup

Maintained Principals’ calendars and made travel arrangements

Schedule both off- and on-premise meetings, including venues, catering, parking

Composed and sent e-blast monthly newsletters to 400+ account contacts

Edited and finalized business proposals

Updated company website

Proofread, collated and assembled user manuals

Susan Adams -3-


Associates Degree - Administrative Professional Community Involvement:

Fox Valley Technical College Rebuild Together Fox Valley

Habitat for Humanity

Quarry Quest

Certifications: Familiar Programs:

Professional Business Writing MS Word, Excel, PowerPoint, Outlook

Fox Valley Technical College SalesForce


CNA SalesLogix

Fox Valley Technical College

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