Customer Service Administrative Assistant

RAEANDRA C FIELDS

**************@*****.***

**** ******** ****** • Dallas • Texas, 75215 • Cell: 972-***-****

Professional Summary

Over 6 years of secretarial, clerical, administrative, and data entry experience in fast paced environments

Highly skilled in greeting customers and answering phone calls

Able to update and maintain information on computer systems and in archives

Can successfully maneuver through multiple screens and programs at a time.

In-depth knowledge of maintaining paper and electronic filing systems for records and messages

Hands-on experience in routing and distributing incoming manual mail and email

Track record of answering everyday letters and email

Able to correct spelling and grammar to ensure accurateness

Demonstrated ability to operate fax machines, copiers, videoconferencing and phone systems, and other office tools

Proven ability to make use of computers for spreadsheet, word processing, database management, and additional applications

Thorough understanding to complete forms in keeping with company procedures

MS Office Suite

Professional Experience

Customer Service Advocate

United Healthcare – Medicare & Retirement

02/2015-09/2015

Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.

Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.

Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

Provide education and status on previously submitted pre-authorizations or pre-determination requests.

Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.

Order Entry Clerk/Customer Service Representative

Borden Dairy

03/2014-01/2015

Receive and process customer orders daily via phone (including pre-orders), fax, email, web order, EDI transmissions and thru-load requests both timely and accurately.

Maintain call desk (on screen) and process all missing customer orders, load requests, EDI transmissions, etc.

Maintain timing for order cut-off with business units.

Answer customer calls and redirect to correct department or branch for corrective action.

Maintain up to date knowledge of the Company's products and programs.

Maintain proficiency in the use of systems utilized to manage customer accounts.

Provide satisfactory resolution to issues presented by dissatisfied customer.

Exhibit a caring, professional and enthusiastic demeanor when speaking with internal and external customers.

Image Review Clerk

Electronic Transaction Consultants

04/2013-12/2013

Provide "World Class" data entry support to ETC clients - specifically the NTTA project.

Handle reviewing images and making necessary corrections to the database.

Work in a fast paced detailed orientated environment, with the ability to handle pressure and meet deadlines.

Administrative Assistant

Richland College

02/2012-04/2013

Handled calls and promptly forwarded them to appropriate person.

Established, maintained, and updated files, databases, records, and other documents; developed and maintained data, and perform routine analyzes and calculations in the processing of data for recurring internal reports.

Scheduled appointments and assisted students with registering and finding information.

Performed filing, data management, and copying.

Printing, maintenance, and other services.

Assured office is neat, and stocked with necessary tools for functionality.

Stay-At-Home-Mom

06/2011-01/2012

Administrative Assistant

KDAT, LLC

07/2008-06/2011

Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.

Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Calmed upset/angry customers and employers. Researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.

Led "cleanup" of company database and files. Restored organization to personnel, financial and operational records and accelerated data input, processing and retrieval times by 40%.

Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude.

Education

Richland College (In Progress)

Associates of Science with a Field of Study in Business

Lakeview Centennial High School (May 2008)

High School Diploma

Skills

Proficient with Microsoft Suite. Windows 95, 98, 2000, XP, Vista, 7, 8, and Internet. AS400 (green screen), Ten key by touch, Typing 60 WPM, filing numerical/alphabetical, fast learner, team player, excellent verbal and written communication skills, detail orientated, self-starter, multi-tasking, excellent grammar and punctuation, multicultural interaction.

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