Customer Service Administrative Assistant

MARSHA S. AUSTIN

Scottsdale, AZ *****

Cell: 480-***-**** **********@*****.***

Customer Service Represntative

Noted for high productivity, accuracy, and service excellence.

Offer strong communication, organizational, and problem-solving abilities which complement sound judgment in establishing priorities and making decisions. Proficiency includes:

Planning / Scheduling ... Research ... Policies / Procedures ... Customer Service ... Information Flow ...

Records / Database Management ... Risk Management ... Negotiations ... HIPAA … Phones ...

Quality Control … Information Verification ... Office Administration ... Customer Relations ...

Reporting ... MS Office (Word and Excel) ... Proprietary Systems ...

EXPERIENCE

ServeRx (3rd-party biller), Phoenix, Arizona 2013 – 2016

Verification Representative

Initiated and responded to basic and routine inquiries (from insurance carriers, employers, physicians, patients, regulatory agencies in 50 states) through phone or email contact regarding verification of information, such as employment and insurance coverage, working within HIPAA guidelines.

•With a clear understanding of established processes and service standards, researched, verified, and validated correct claim information through contact with all appropriate parties in order to minimize risk.

•Met / exceeded departmental production and quality standards with 99% accuracy and completion rate as much as 128% over goal.

Leslie’s Swimming Pool Supplies, Phoenix, Arizona 2012 - 2013

Corporate Receptionist

Served as first-point-of-contact for incoming calls more than 400 per day from customers and 600+ retail stores taking messages, directing calls and resolving issues to ensure customer satisfaction.

•Negotiated new contract for state and federal regulatory employee signage saving $5-6K in first year.

•Earned kudos for perfect attendance / punctuality as well as consistently going above and beyond.

Sprouts Farmers Market, Scottsdale, Arizona 2011 - 2012

Customer Service Rep / Cashier - Interim position

Focused on customer service excellence, demonstrating the highest levels of personalized service to build customer satisfaction, brand loyalty and return business.

•Noted for high productivity, accuracy, attendance and professional manner in serving the customers.

Albertsons / CVS Pharmacy, Scottsdale, Arizona Prior

Senior Administrative Assistant - Corporate Brands Drug & Category Management

Set up efficient, comprehensive office operations for new department / executive, establishing structure, policies and procedures while actualizing company’s mission of optimum customer service.

•Entrusted to meet with vendors for first review of new products, making recommendations to VP; after product acceptance, orchestrated orders / timely deliveries to stores nationwide.

•Promoted from Administrative Assistant for VP of Real Estate based on exceptional performance.

EDUCATION

A.A.S. - Paralegal Studies, American Institute, Phoenix, Arizona (ABA-approved program)

Administrative Personnel Training Program, American Management Association

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