Jan ****-Jul ****

DEDRA BESS

Summary

Dedicated clerical with 18 years of experience combining management and customer service expertise in Clerical and CSR call centers. Looking for a position as Clerical in a fast growth company.

Skills

Microsoft Office Filing/Editing

Business Math Microsoft Excel

Typing (55+ wpm) Business

English Microsoft Word

Professional Office Procedures

Processing Skills

Management Telephone Skills Skills

Microsoft Advance Word

Payroll/Accounts Customer

Payable/Receive Service Skills Education Legal Assistant/ Business Office Technology/Date

Entry/Office Asst

Coosa Valley Technical College,

Calhoun, GA Date: 2001-2005

Simulate Office Education, El

Centro, CA Date: 1989-1989

Active Listening English Language

Customer and Personal Service Computers and Electronics Critical Thinking Time Management

Coordination Judgment and Decision Making

Education and Training Negotiation

Medicine and Dentistry Transportation

Public Safety and Security

Experience

CSR

Blue Cross and Blue Shield of Louisiana - Baton Rouge, LA Review insurance policy to determine coverage.

Prepare insurance claim forms or related documents and review them for completeness.

Provide customer service, such as limited instructions on proceeding with claims .

Denham Springs,LA

Ph: 225-***-****

ac9ksz@r.postjobfree.com

Oct 2008-Jan 2009

Dec 2007-Oct 2008

Post or attach information to claim file.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Refer unresolved customer grievances to designated departments for further investigation.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Return dictated reports in printed or electronic form for physician's review, signature, and corrections and for inclusion in patients' medical records. Perform a variety of clerical and office tasks, such as handling incoming and outgoing mail, completing and submitting insurance claims, typing, filing, and operating office machines.

Receive and screen telephone calls and visitors.

Benefits and claim inquiries via telephone from our members in the call center.

Managing customer correspondence.

Contact the department as needed for assistance.

Maintains expectation on First Call Resolution, Average Speed to answer, After call work, Adherence and other performance measurements to assure customer service satisfaction.

Demonstrated PC skills including MS Word, Excel, other corporate software programs and applications, Facets, Legacy, CRM, Common Query, Control D, JIVA, EDIFECS, Pharmacy Database and many more.

Assisted with Elderly members. Helped them chose the right policy type. Assisted with any type of duty that maybe needed to assist them . Clerical

Westaff - Baton Rouge, LA

Working in Customer Service.

Manage and maintain executives' schedules.

Answer phone calls and direct calls to appropriate parties or take messages. Greet visitors and determine whether they should be given access to specific individuals.

Perform general office duties, such as ordering supplies, maintaining records management database systems.

Open, sort, and distribute incoming correspondence, including faxes and email. Prepare responses to correspondence containing routine inquiries. Provide clerical support to other departments.

Secretary/Sales

Jul 2006-Oct 2007

Atlanta Auto Mart - Dalton, GA

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Refer unresolved customer grievances to designated departments for further investigation.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Solicit sales of new or additional services or products. Quote prices, credit terms, or other bid specifications. Maintain customer records, using automated systems. Negotiate prices or terms of sales or service agreements. Identify prospective customers by using business directories, following leads from existing clients, participating in organizations. Prepare sales contracts for orders obtained, and submit orders for processing. Verify that materials lists are accurate and that delivery schedules meet project deadlines.

Receptionist/CRS/Dr office

Ashton Staffing - Calhoun, GA

Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers. Answer telephones, direct calls, and take messages. Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.

Collect, count, and disburse money, do basic bookkeeping, and complete banking transactions.

Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.

Complete and mail bills, contracts, policies, invoices, or checks. Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.

Compile, copy, sort, and file records of office activities, business transactions, and other activities.

Process and prepare documents, such as business or government forms and expense reports.

Compute, record, and proofread data and other information, such as records or May 2006-Sep 2006

reports.

Complete work schedules, manage calendars, and arrange appointments. Make travel arrangements for office personnel.

Monitor and direct the work of lower-level clerks. Review files, records, and other documents to obtain information to respond to requests.

Inventory and order materials, supplies, and services. Train other staff members to perform work activities, such as using computer applications.

Count, weight, measure, or organize materials.

Customer Service

Ranstand - Calhoun, GA

Use computers for various applications, such as database management or word processing.

Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Create, maintain, and enter information into databases. Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.

Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.

Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.

Maintain scheduling and event calendars.

Locate and attach appropriate files to incoming correspondence requiring replies.

Operate electronic mail systems and coordinate the flow of information, internally or with other organizations.

Compose, type, and distribute meeting notes, routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports. Open, read, route, and distribute incoming mail or other materials and answer routine letters.

Provide services to customers, such as order placement or account information.

Conduct searches to find needed information, using such sources as the Internet.

Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions. Establish work procedures or schedules and keep track of the daily work of clerical staff.

Prepare and mail checks.

Learn to operate new office technologies as they are developed and Jan 2005-Jan 2006

Jan 2000-Jan 2005

implemented.

Customer Service Representatives

Clerical, Vanguard Enterprise - Calhoun, GA

Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.

Prepare invoices, shipping documents, and contracts. Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays. Receive and respond to customer complaints.

Direct specified departments or units to prepare and ship orders to designated locations.

Verify customer and order information for correctness, checking it against previously obtained information as necessary.

Check inventory records to determine availability of requested merchandise. Review orders for completeness according to reporting procedures and forward incomplete orders for further processing.

File copies of orders received, or post orders on records. Confer with production, sales, shipping, warehouse, or common carrier personnel in order to expedite or trace shipments. Collect payment for merchandise, record transactions, and send items such as checks or money orders for further processing.

Recommend merchandise or services that will meet customers' needs. Notify departments when supplies of specific items are low, or when orders would deplete available supplies.

Recommend type of packing or labeling needed on order. Calculate and compile order-related statistics, and prepare reports for management.

Provide customer service

Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data.

Contact insured or other involved persons to obtain missing information. Clerical/ Freight/ Financial

The Dixie Group/Bretlin - Calhoun, GA

Phones

Filing freight claims for the company, filing concealed freight damage claims for the company using, different trucking companies. Setting up claims, setting up inspections with different inspectors in different states

Do all the returns for the company..

Order supplies; keep a spreadsheet with data on it. Complete order receipts.

Keep records of out-going orders.

Requisition additional materials, supplies, and equipment. Transmit claims for payment or further investigation. Contact insured or other involved persons to obtain missing information. Test programs or databases, correct errors and make necessary modifications. Modify existing databases and database management systems or direct programmers and analysts to make changes.

Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.

Work as part of a project team to coordinate database development and determine project scope and limitations.

Write and code logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions.

Train users and answer questions.

Specify users and user access levels for each segment of database. Review project requests describing database user needs to estimate time and cost required to accomplish project.

Develop methods for integrating different products so they work properly together such as customizing commercial databases to fit specific needs. Establish and calculate optimum values for database parameters, using manuals and calculator.

Select and enter codes to monitor database performance and to create production database.

Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.

Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers. Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.

Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.

Complete and mail bills, contracts, policies, invoices, or checks. Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.

Compile, copy, sort, and file records of office activities, business transactions, and other activities.

Process and prepare documents, such as business or government forms and expense reports.

Compute, record, and proofread data and other information, such as records or reports.

Type, format, proofread, and edit correspondence and other documents, from notes or dictating machines, using computers or typewriters. Monitor and direct the work of lower-level clerks. Complete work schedules, manage calendars, and arrange appointments. Jan 2005

May 1983

Make travel arrangements for office personnel.

Review files, records, and other documents to obtain information to respond to requests.

Deliver messages and run errands.

Inventory and order materials, supplies, and services. Train other staff members to perform work activities, such as using computer applications.

Education

Business

Coosa Valley Technical College - Calhoun, GA

Legal Assistant

Business Office Technology

Data Enter

Office Assistant

High School Diploma

Denham Springs High School - Denham Springs, LA

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