BONNIE M. PENNARTZ

Killeen, Texas

972-***-**** • acd1uu@r.postjobfree.com

PROFESSIONAL SUMMARY

Military certified office manager with more than seven years’ experience and accomplished, measurable results in

leading teams to manage workflow in a fast paced, dynamic work environment. Possess extensive knowledge of

computer software programs and database administration as well as three years call centers experience in financial

services and health insurance industries and core competencies in

Leadership/Team Building Real Estate Finance

Training/Development Medical Billing

Customer Service

SUMMARY OF QUALIFICATIONS

Associates in Business Administration/Real Estate expected in Fall 2014

Typing 60 wpm

Advanced level proficiency with Microsoft Office Programs, Windows XP

PROFESSIONAL EXPERIENCE

Medicare billing and enrollment, Medicare pharmacy support Sep 2013- Jan 2014

C3/Customer Contact Channels – McGregor, Texas

Conferred with customers by telephone to provide information about Medicare Advantage plan enrollment,

and benefits, entered fulfillment orders, canceled accounts, and obtained details of complaints.

Recorded customer interactions or transactions, details of inquiries, complaints, or com ments, as well as

actions taken relating to billing and enrollment and pharmacy order acce ss.

Resolved 95% of customers' service or billing complaints within 24 hours or escalated to supervisor in

special cases.

Outbound publishing telemarketing sales Apr 2012 - Dec 2012

NOVO1 - Fort Worth, Texas

Persuaded customers to renew subscriptions and solicited new sales for additional subscriptions by

delivering prepared sales presentations to describe products and maintained highest renewals for team.

Explained subscription prices, and answered questions from customers.

Obtained customer information such as name, address, and payment method, and enter ed orders into

computer to complete transactions.

Sep 2011 – Feb 2012

Customer Service for major retail chain

TRC Staffing - Bedford, Texas

Obtained customers' names, addresses, and billing information, enter this information on installment loan

applications, achieving 99% accuracy rate.

Reviewed application for completeness and forwarded for further processing.

Informed customers by telephone of account balances, available credit and processed payments, ensuring

increased sales and customer satisfaction.

Apr 2011 – Aug 2011

Customer Service for prepaid online accounts and debit cards

TRC Staffing - Bedford, Texas

Corresponded with customers via telephone, to address questions or complaints about online debit card

accounts.

Kept records of customer interactions or transactions, recorded details of inquiries, complaints, or com ments.

Resolved customers' service or billing complaints 100% of the time.

Bonnie Pennartz Page Two

Customer Service for Limited medical consumer card plans Sep 2007 - Sep 2008

Lifeguard Benefit Services – Irving, Texas

Conferred with customers by telephone to provide information about Consumer card plan enrollment, and

benefits, billing questions, canceled accounts, and obtained details of complaints.

Kept records of customer interactions or transactions, recorded details of inquiries, complaints, or comments,

as well as actions taken relating to billing and enrollment.

Resolved customers' service or billing complaints 100% of the time.

MILITARY EXPERIENCE

Human Resource Supervisor/Military Personnel Office Manager Nov 1991 - Apr 2006

Ft Sheridan, IL – Ft Knox, KY – Ft Belvoir, VA – Camp Red Cloud, Korea - Ft Hood, TX - Ft Dix, NJ - Eritrea, Africa

Mentored and maintained accountability of four soldiers, providing positive guidance for their personal and

professional development

Supervised and trained four personnel and ensured smooth personnel operations and regulatory compliance.

Prepared and maintained deployment records related to leaves, pay, transfers, or promotions, using human

resources management system software ensuring personnel were eligible for promotion and increased

efficiency for completion of personnel actions.

Scheduled or conducted new personnel orientations, ensuring accurate information and keeping unit database

up-dated 100%.

Maintained and updated human resources documents, such as organizational charts, personnel action status

reports, and performance evaluation forms.

Conferred with leadership to develop and implement personnel policies and procedures which saved time for

all personnel and team supervisors.

EDUCATION/TRAINING

Texas A&M University Central Texas, BS Criminal Justice Expected 2016

Tarrant County College, AAS Business/Real Estate 2014

University of Texas, Arlington, Bachelor of Science, Social Work (100 hours) 2011

CCI Training Institute Arlington, Medical Billing and Coding Certificate 2007

United States Army, Primary Leadership Development Course 1994

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