Customer Service Administrative Assistant

SORINYA Y. SUTTON

*** ****** ******

Tallahassee, FL 32304

Home: 850-***-****, ***********@*****.***

OBJECTIVE: To obtain a position which will utilize my training, experience and skills to benefit my employer while providing a challenging, fulfilling work environment with potential for advancement.

EDUCATION: Pending A ssociate of Arts Degree

Major: General Studies

Tallahassee Community College, Tallahassee, Florida PROFESSIONAL EXPERIENCE

3/16 – 6/16 C ity of Tallahassee (Remedy Intelligent Staffing) C ustomer Accounts Specialist II

Assists customers in establishing utility service accounts, and servicing existing accounts, reviews deposit requirements for adequacy, researches account balances and makes adjustments as needed. Maintains the Citizen Information System

4/14 – 2/16 B BandT Landrum Yaeger Insurance

Administrative Assistant/Receptionist

Coordinates day to day operations for busy insurance office, provides customer service by answering phones and forwarding phone calls and messages to appropriate department. Greets and determines visitor needs. Processing daily incoming and outgoing mail, organize courier deliveries, process MVR requests, UPS shipments, posting client checks and updating payment status in Sagitta, processing deposits via the onsite electronic deposit system. Updating the client rolodex and other company databases, prepare and organize mass mail outs, ordering supplies, monitor and distribute incoming faxes and provide assistance and support to all departments in the agency as well. 3/06 – 12/12 Hunt Insurance Group

Account Manager

Administered Self Insurance Funds for governmental entities, processed and invoiced renewals, Handled accounting and billing issues and service fee documentation, issued certificates of insurance, auto ID cards, invoice reinsurance, prepare budget letters, prepared materials for board meetings, created newsletters, updated policy and procedures manual, and handled client inquiries. 11/04 3/06 Citizens Property Insurance

Mediation Assistant

Screened individuals and calls for Executive Staff, assisted in coordination of monthly Board of Governors Meetings, reviews incoming mail and composed and signed replies to inquires not requiring the personal attention of the Executive director, compiled and analyzed data for administrative decisions, made arrangements for meetings, conferences and other activities, organized and maintained records of filing systems and inventories. Performed other duties as assigned.

1/04 11/04 NHC Homecare, Tallahassee

Administrative Assistant

Coordinated daily operations for clinical staff including the Administrator and Director of Nursing by maintaining medical records and confidentiality according to policy, preparing Admission Packets, Recertification Packets, and Discharge Packets, maintained inventory of office supplies and forms, made chart copies and faxed lab results to appropriate physician, updated on call book as required, maintained tracking of physician orders, delivered physician’s orders locally as needed, handled incoming and outgoing mail, assisted with monthly billing activities as needed, performed data entry of clinical information, and staff itineraries, operated telephone switch board, performed Office Manager duties upon absence, and other miscellaneous duties and special projects as needed. 9/03 1/04 A CS, Medicaid Options Contract

E nrollment Specialist

Provided choice of managed care plans to Medicaid recipients with complete, accurate and objective information based on full understanding of clients, plans, requirements and options. Entered telephone enrollment choices into system, followed up client contacts with correspondence and file updates, accessed clients’ needs and identified appropriate information, referrals, and material to forward to client, entered notes into BESST system regarding customer questions and concerns, researched Medicaid case information in FMMIS, performed entry of enrollment forms received by mail, met and exceeded daily standards for calls answered, records entered, accuracy, customer service, and quality. 5/02 8/03 A gency for Workforce Innovation, Initial Claims Unit Examiner II

Processed all types of Florida Claims and assisted clients with claims via telephone and Internet. Assumed delegation of authority in absence of supervisor. Obtained information regarding separation, entered claims, prepared and mailed benefit rights information to customers. Determined claim type, reviewed wages, and determined monetary eligibility, reviewed alien status by requesting alien registration number from claimant and verifying through the INS system. Other duties also included reviewing separating employment information, identifying able and available issues on claim, adding and removing flags from claims, input claims via JB51 transaction generated from ucb412 to employers, conducted fact finding with claimants and employers while meeting the required customer service expectations, and timeliness and quality standards. 8/01 4/02 D epartment of Revenue, Child Support Enforcement Revenue Specialist II

Duties included researching and evaluating Child Support Enforcement case information, and determining the next appropriate action to resolve complex issues. Electronically connects to the incoming ACD unit telephone system, answers phone calls, assess caller’s needs and provide case information to entitled callers while maintaining confidentiality policies. Reviewed pertinent screens on the FLORIDA computer system determined next appropriate action and emailed unresolved case problems to the appropriate case sub process. Documented appropriate information on the IICM screen with comprehensive, concise notes that convey the reason for the call and the required action needed for call resolution. Provided general information/education to the public, by way of answering questions regarding child support enforcement policies, procedures, and case establishment process. Performed other Revenue specialist II duties to assist other processes such as Establishment, Compliance or Cross Functional. Also provided on the job training for other Revenue Specialists in the Customer Service Unit, and answered questions from staff assigned to the unit. REFERENCES AVAILABLE UPON REQUEST

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