Customer Service Training

Karen Fuller 210-***-****

***** ****** *****, **** ***, TX 78233 *****.********@*****.***

Professional Profile

Highly motivated professional with years of experience in training and customer service in diverse industries, focusing on fulfilling internal and external clients’ needs and resolving issues while delivering high quality performance. A team player in a fast paced environment, multi-tasking and dealing with pressure in a professional manner, adjusting quickly to changing priorities and deadlines.

WORK EXPERIENCE

USAA / The Millennium Group, San Antonio, TX January 26, 2015 – May 27, 2016

Learning and Development Advisor

Assist in all aspects of corporate training needs.

Update and maintain project status reports and scheduling

Scheduling of all corporate training

Locating and reserving training rooms

Responsible for communicating training sessions available to appropriate audiences.

Schedule presenters as necessary for corporate training.

Coordinate training functions by sending invites, scheduling rooms and ordering refreshments.

Prepare materials for training functions and meetings.

Arranging training venues, instructors, materials, and equipment.

Maintaining the Learning Management System to ensure data integrity, report generation, and data analysis to comply with company and regulatory standards.

Organize and prep materials for New Hire Orientation.

Coordinate third party training within the corporate office as well as 5 regional offices.

10 plus year relevant experience within the training dept.

10 plus year administrative and resourcing experience

General Clerk October, 2013 – January 23, 2015

Routinely performs basic financial and accounting functions and various administrative jobs

Provides support through one or more of the following functions: data entry, reconciliation of accounts, processing of invoices/payments, customer service, clerical support, generation of metrics, research and resolution of issues and items of exception

Verify dispute transactions thru PEP Plus and Fidelity

Process WSUD and send forms thru UDO, reg mail and fax

Process out going domestic and rush wire

Process stop payments

PATIENCE HOME HEALTH CARE February 7, 2009 – August 22, 2013

San Antonio, TX

Administrative and Billing, to include:

Process new patient referrals from hospitals, nursing home and Dr offices

Schedule initial doctors’ appointments, nurse visits and admissions for new patients and current patients

Coordinate communications with doctors’ offices, hospitals and rehab facilities

Maintain and track all patient orders, data and spreadsheets for patients charts

Build new patient packets and prepare charts for long-term storage

Answer phones, file, scan invoices and fax patient information as needed to Dr office and hospitals

Order DME supplies (wheel chairs, hospital beds, walkers, etc.)

Ensure patient Medicare eligibility and process billing thru Ivans software

Maintain office equipment

HR, Payroll and Accounts Payable

Create new employee packets for RN, LVN’s, CNA and office staff

Schedule interview, new hire orientation, and schedule annual review

Conduct background checks, Inspector General website checks, add new employees to the Attorney General website, check DAD website for nursing licenses and check references for potential new hires

Set up new employees to Kinnser software and maintain personnel files

Run payroll thru Kinnser and calculate hours, PTO and mileage turned in by nursing staff and office staff

Accounts receivable and accounts payable

Run report from Kinnser software and run reports thru the Inspector General website on staff, Dr’s and vendors monthly per regulations

UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) October 18, 1993 – May 9, 2008

San Antonio, TX

People Services / Admin Support Associate: 2006 - 2008

Enrollment administration duties for Property & Claims (P&C) included:

Graded and concluded Continuing Education (CE) sessions including completion of certificates

Enrolled students in classes using PeopleSoft learning management system and associated training systems, including the Automated Call Manager (ACM) and Work Management System. Assigned unit and file handler numbers in the Work Management System, part of the Claims system. Requested and assigned ACD logins in the ACM system and setting up the actual systems

Set-up classrooms, developed courses, maintained enrollments, graded and concluded activities. Ran ad-hoc reports to include biweekly duplicating reports, which identified materials needed to be produced for material classes.

Administered and maintained legal records, including P&C Training Files, role plays, tapes and continuing education records based on the USAA Retention Schedule

Coordinated with Customer Contact Support (CCS) to set-up new hire training schedules

Managed class inventory and ordered materials, such as books, handouts, vendor information, class supplies, as necessary

Served as a back-up for resource management (scheduling) team, BAI (Banker Training and Certification software) application, and enrollment administration for Bank, Life, IMCO and Financial Center (FAC) areas

UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) (Continued)

People Services / Training Support Specialist: 1999 - 2006

Scheduled and maintained enrollment and courses in Learning Management System, PeopleSoft

Prepared classes for licensing and pipeline activities, proctored license tests and processed Continuing Education (CE) Licenses

Processed timesheets for all students during pipeline (initial training classes) and paperwork for students dismissed from Pipeline

Managed unit and class inventory, ordered class materials, such as books, handouts, vendor information, class supplies, as necessary

Performed administrative duties including mail distribution for students in pipeline classes and instructors within the unit; scheduled meetings, conference calls and classrooms; created documents using Microsoft Excel and Word, and processed unit expense vouchers

Property & Claims (P&C) / Insurance Clerk: 1995 - 1999

Maintained IMS system (legacy system for maintaining member data)

Scanned claim documents into microfilm format

Coordinated with claims adjusters to ensure supporting customer documentation was received for processing claims, including police reports

Performed administrative duties including mail distribution, faxes, overnight deliveries, answered phones

Prepared documents in Microsoft Word, Excel and PowerPoint, keyed DCD, keyed MV104, and filed paper work

Property & Claims (P&C) / Regional Administrative Services Clerk: 1995 - 1996

Supported PRIDE facilitator by producing PowerPoint presentations, coordinating PRIDE Week, preparing Word documents.

Worked with vendors on quotes for PRIDE week.

Helped support the RSVP Secretary.

Property & Claims (P&C) / PBX Operator: 1993 - 1995

Answered and routed incoming calls, input relevant member information into IMS system

ALLIED ADVERTISING, San Antonio, TX May, 1989 – October, 18, 1993

Receptionist / Secretary

Prepared correspondence, invoices, deposits, bookkeeping records, prepared contracts for bench ads, updated bench location log, answered phones, and ordered supplies and materials for screen-printing jobs

COMPUTER SKILLS

Microsoft Office Suite: Word, PowerPoint, Excel, and Outlook

ORACLE PeopleSoft (Learning Management System)

ACM (Automated Call Manager, Training Work Load Management, IMS and ITSM Systems Authorizations

IMS system (legacy system for maintaining member data)

IVANS (Medicare Systems)

Kinnser Software, SharePoint

LMS

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