Customer Service Administrative Assistant

Margaret A. Alama

**-**** ******* **, *******, HI 96707

Cell: 808-***-**** Home: 808-***-****

E mail:m *******.*****@*****.***

CAREER PROFILE

An accomplished professional with over 15 years of Executive Administration Management Services. An enthusiastic individual who thrives on challenges and career opportunities that promotes integrity, diversity and professional growth development within its organization.

EDUCATION

1993 Edmonds Community College, Lynnwood, WA, Medical Assistant Certification 1973 Nanakuli High School, Nanakuli, HI Diploma

PROFESSIONAL EXPERIENCE

HWMG (Hawaiian Western Management Group), 737 Bishop St, Honolulu, HI. Ph. 808-***-****) Hired: 01/27/2007-12/15/2015

Positions Held by Promotion

11/01/2013 - 12/15/2015

Billing Analyst

Supervisor: Cheryl Parenio, Director

Enrolled new member applications and assisted new, existing members, and groups with questions on Eligibility and Personal Health Information. Audited underwriting enrollment applications, and audited eligibility transactions records to ensure accuracy. Developed reports for employer group billing and collection productivity/activity; posted payment adjustments to FACTS financial system.

03/2010 – 10/12/2012

Administrative Assistant to CEO

Supervisor: Judith Boyle, CEO

Performed comprehensive administrative management services and coordination of all office functions for CEO. Managed day to day calendar of events, scheduled appointments, conferences, meeting venues, and special events. Composed, edited, correspondence letters, and form letters as directed by CEO. Coordinated travel arrangements, reviewed expenses for reimbursement, generated expense reports and financial data. Developed financial reports; administered internal employee surveys and data collection initiatives. Transcribed minute meeting notes from Board of Director, Prepaid Advisory and/or other Executive Management meetings. Provided detailed summary from the meeting minutes, and distributed to all intended recipients within 24 hours period. Developed, interpreted and assured implementation of administrative management policies, regulations, and procedures were in compliance with state & federal statutory and regulatory agencies. 05/2009 – 03/2010

Customer Service Administrator

Supervisor, Denise Dias, VP Customer Service

Performed research and resolution to appeal cases. Tracked the progress of appeal cases to ensure key performance indicators were met. Prepared and organized materials for professional meetings, workshops including agendas, brochure information. Transcribed minutes during meetings and distributed a summary to all intended recipients. Interfaced with clinical management using appropriate protocols and procedures related to case management determination. Resume-M Alama 072016

08/2008 – 05/2009 Compliance Eligibility Coordinator Supervisor, Brenda Francisco, VP Claims, Research & Investigations

Investigated, researched and facilitated resolutions for new member enrollment applications. Managed data entry transactions; developed reports for to support the activities of other working groups for decision making. Researched patient benefits for utilized management cases that included access & verification to patient medical records, claims, and clinical records. Provided positive Interaction with vendors related to customer service complaints and facilitated positive feedback for resolution.

01/2007 – 07/2008 Compliance Administrative Assistant Supervisor, Cheryl Murphy, Director Research & Investigations

Enrolled and updated member records based on the daily database file. Provided research and investigation criteria on eligibility applications that warranted non-disclosure information or misrepresentation by reviewing medical records, physician notes, and test results for appropriate action. Created and monitored investigation file through its entirety of completion. Maintained member’s medical records through in-house system in line with data protection requirements. Performed photocopying, scanning, and mailing of documents to ensure all data is maintained in a safe and confidential manner.

Charles River Laboratories & Preclinical Services, 587 Dunn Circle, Reno, NV 89502 Bus. 775-***-**** Supervisor, John C. Bernal, DVM, Sr. Director, Lab Animal Medicine Hired: 08/1998 – 04/2006

Sr. Administrative Assistant / IACUC Coordinator

Managed day to day calendar, answered and screened calls for Sr Director, Laboratory Animal Medicine. Scheduled appointments, conferences and coordinated travel arrangements. Demonstrated advanced expertise in identifying, reviewing research related fieldwork, validating collected data, authorizing reports. Efficiently oversaw project development from conceptualization to completion. Administered all activities and functions related to the Institutional Animal Care & Use Committee and regulatory agencies (FDA, USDA, CDC, OLAW, AAALAC, & U.S. Fish & Wildlife) for accreditation. Assumed responsibility in executing GLP and FDA regulated studies and connecting results to government and commercial clients.

Reno Airlines, 2001 E Plumb Ln, Reno, NV 89502, Bus 800-***-**** Supervisor, Annette Murphy, Sr. V.P. Customer Service

Hired: 06/1994 – 05/1998 Administrative Assistant Performed administrative support services to the Sr. Vice President of Customer Service Department. Answered & screened incoming telephone calls, inquiries and routed each call appropriately. Opened, sorted and disseminated all incoming & outgoing mail appropriately.

Managed meeting set up and coordination of scheduled meetings, conferences and appointments. Coordinated travel arrangements, reviewed purchases, expense reports, and requested check reimbursement from accounting. Typed correspondence letters, reports and generated form letters using advanced MS software applications (Word, Excel, Access, Outlook) features and functions. Reviewed expense reports,v requested check requests and invoices for accuracy. Assisted customers with complaints, mitigated issues, and collaborated with appropriate resources to resolve customer complaints in a timely manner.

07/1995 – 05/1997 Human Resources Representative Supervisor, Betty Furtado, Human Resources

Provided timely assistance to

team members regarding

benefit and human resource

questions and issues of concern.

Resume-M Alama 072016

Maintained employee

personnel files to ensure legal compliance. Prepared offer packets, benefit packets and other employee related information.

Coordinated new hire

paperwork, administered new

hire orientation meetings,

employee benefit eligibility,

enrollments, terminations, and

payments. Prepared employee

census information for

insurance purposes, 401(k),

Provide written and verbal

employment verifications.

Conducted background

screenings for all prospective

employees. Coordinated

company meetings, events and

training classes. Maintained the

applicant tracking database.

Reviewed, screened, and

maintained applications and

resumes on file.

Interviewed prospective candidates, administered new hire orientation training, research for policies, and training. 06/1994 – 06/1995 Reservation Agent

Responsible for performing complex tasks related to customer reservations by generating revenue for airline sales and marketing. Use of sell strategy by communicating effectively with a range of callers. Provided detailed information; closed the sale and entered detailed information into Sabre (passenger reservations system) accurately and efficiently. Provide customer assistance with complaints; mitigated issues for resolution in a timely manner. PROFESSIONAL

STRENGTHS

Effective skills in maintaining appointment schedules, planning meetings, conferences and coordinated travel travel arrangements.

Adept at organizing and maintaining filing and records-keeping systems to ensure a systematized work environment.

Detailed-oriented, reliable, and forward-thinking professional, with verifiable track record of accomplishing assigned duties by coordinating and building positive rapport with clients. Analytical and problem solving skills for determining and providing logistics support.

Accustom to dealing effectively with individuals of diverse backgrounds at all levels and easily establish strong and positive customer relations to complete tasks efficiently and carry out instructions with proven success in assuming increasing levels of responsibility. Ability to provide Executive Management comprehensive administrative support and identify problems with administrative processes and procedures to ensure efficiency of the organization.

Advanced in MS applications (Word, Excel, PowerPoint, Access and Outlook); Adobe (PDF) scanning, Type 55 WPM, 10 key by touch; facsimile; photocopying, office machine technical support. TRAINING COMPLETED -

SKILL PATH/ FRED PRYOR/

Resume-M Alama 072016

CAREER TRACK/AALAS

“Managing Multiple Projects, Objectives and Deadlines”, “The Exceptional Assistant” and “Successful Communication Skills for Women,” “Conference for Administrative Assistants,” “Mistake Free Grammar and Proofreading “Art of Supervising, Conflict Management Skills for Women, Employee Recognition Program, Animal Activists, and IACUC 101”, “Reno Airlines Reservations”

REFERENCES

John C. Bernal, Sr. Director, Lab Animal Medicine, Reno, NV 15 Walnut Grove, Boerne, TX 78006 Email: ****.******@***.*** Fei Miranda, Human Resources

Administration Specialist,

HWMG, Honolulu, HI (808)

591-0088 Email

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

Resume-M Alama 072016

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