Customer Service Administrative Assistant

Jamila Abraham

Phone: 215-***-**** Email: ****************@*****.*********:****************@*****.***

SUMMARY OF QUALIFICATIONS

Over five years of experience in professional customer interaction including internal and external business partner development

Superior leadership specialist engineered to retain, utilize and implement facts, policies, procedures and resources while providing accurate and efficient responses

Contributing administrator providing flexible support to surpass company standards associated with average handle time and schedule adherence while implementing superior customer relations and upholding the mission of the organization to implement proven best practices

Call center management adept with inbound and outbound multiline experience in upwards of x calls per hour; including call monitoring, audits and surveys

Benefits specialist providing accurate transcription of coverage while adhering HIPPA regulations and organizational guidelines

Effective management and supervision of staff in varying situations using problem solving and troubleshooting abilities to administer and delegate responsibilities while maintaining organization and integrity of project deadlines and maintaining budget

Efficient time management and multi-tasking to driving effective and sustainable results to improve organizational outcome

Analytical and metric’s driven to effectively track results and progress of organization

Superior interpersonal skill, eight years customer service and customer relations management, with proficiency in computer programs not limited to Microsoft Office Suite, Vote Builder, WebPathLab and Peopleware

PROFESSIONAL EXPERIENCE

Allivet Pharmacy, Hialeah,Florida, October 2015- Current

Customer Service Specialist II

Provide superior customer relations management within a team-oriented call center to track, monitor and review customer related inquiries

Processed customers’ orders via data entry into Admin database, verifying data accuracy

Cross contact between clients and clinics to verify prescription information and obtain prescription approvals prior to dispensation of medication

Expert knowledge of product line and services to ensure highest quality of customer service

Managed new and current client accounts offering alternate payment plans and cost reduction suggestions

Assisted with various marketing and sales projects

Enroll America, Miami, Florida, November 201 3–August 2015

Lead Volunteer Coordinator

Managed volunteer teams in upwards of 25 staffers to strategically identify locations within the community to provide educational resources on the Affordable Care Act.

Trained teams to manage community outreach initiatives such as direct consumer outreach via local events, phone banking and canvassing.

Organized schedules and trained teams on organization’s database as it was a data driven outreach campaign

Facilitated focus groups to identify core messaging to consumers; messaging standard includes: affordability and access to in-person assistance

Scouted staff and managed large scale community events and directly contributed to the enrollment of 1.9 million Floridians accessing quality, affordable healthcare

VM Laboratories, Miami, Florida, February 2013 - August 2013

Accessioning Department Clerk/Laboratory Administrative Assistant (Pro-term)

Directed a staff of six employees and direct liaison between lab staff, doctors, hospitals, insurance companies and patients to provide superior customer service while maintaining accuracy

Designed and implemented novel error tracking system to provide increasing accuracy pre-distribution of pathology reports

Screened applicants, organized schedules and trained new department hires

Read and screened incoming reports, making preliminary assessments of importance of materials and specimens to be accessioned

Transmitted directives and assignments and follow up on status of assignment as the liaison between the accessioning and transcription staff and the pathologists

Transcribed pathologist notes via dictation and generated comprehensive lab reports

Managed tracking database (WebPathLab)

Administrative duties and reporting to maintain the operational function of a laboratory that maintained complex testing and confidential records for over 500 clients in the Tri-County Area (Dade, Broward, Palm Beach)

Organizing for America/Obama for America, South Florida, USA Election 2012, May 2012 - November 2012

Field Organizing Fellow/Neighborhood Team Leader/Administration/Reconciliation/Training/Data Manager

Facilitate recruitment, management, and training of volunteers and assist with the development of field staff during the 2012 Presidential Election. Training areas included both urban, rural and Latino communities

Quality assurance specialist managing metrics related to field activities were properly tracked

Operational administrative duties to maintain the South Florida National Presidential Campaign Headquarters

Managed and participated in multilayered phone banking system on behalf of the candidate to inform voters of pertinent campaign issues

Community outreach and direct marketing to constituency including but not limited to volunteer recruitment

Assisted in identifying staging locations for organizational functions

Assisted in voter registration training and direct outreach to register eligible voters

University of Pennsylvania, Department of Microbiology, Philadelphia, Pennsylvania July 2007 - August 2010

Post-baccalaureate Research Fellow /Laboratory Administrative assistant

Coordinated with other lab personnel as needed for study implementation and routine problem resolution

Performed administrative tasks to support team members with experiment execution

Designed a novel vaccine construct via DNA mutagenesis that targeted Human Papilloma Virus (HPV) oncogene E7using facultative intracellular bacterium Listeria Monocytogene as a vector

Harvested lymphocytes and dendritic cell cultures in order to test the efficacy of the fusion vaccine to illicit activation and maturation of antigen presenting cells

Conducted flow cytometric analysis of dendritic cells post-stimulation with various immunogens

Administered vaccinations within in vivo mouse models to determine the vaccines ability to induce tumor regression

Attended and presented at weekly lab meetings

Trained summer interns

Allergy & Immunology Office St. Thomas, Virgin Islands February 2006 – June 2007

Administrative Assistant

Answered and directed incoming calls in a faced-paced medical office

Greeted patients and scheduled and confirmed appointments

Notified MD of patient’s arrival and provided confidential medical records for visit

Assisted in recording medical insurance and issuance of patient billing

Managed new referral tracking system that highlighted the improvements in patient care

Responsible for identifying problems and delays in patient treatments

Posted treatments and payments to patient files

University of the Virgin Islands, Community Engagement and Life Long Learning Center, St. Thomas, Virgin Island, January 2004 - January 2006

ExecutiveAdministrative Assistant/Interim Project Specialist

Provided administrative support to Program Director and Project Manager in assisting with the planning and execution of continuing education course

Responsible for logistical coordination of events and student compliances (i.e. rosters, confirmation letters)

Responsible for direct business relations and distribution of company literature to stimulate community interest

Managed and facilitated community outreach initiatives (i.e. career fairs, open houses )

Program specialist (Pro-tem) - planned and implemented continuing education courses (i.e. career- track and fast-track programs).

Fostered CELL program success via development of course material standards and observing the conformance of classes to AIA standards for continuing education system requirements

Roy Lester Schneider Hospital, St. Thomas, Virgin Island, May 2003- November 2005

Specimen Processing Assistant

Logged and affixed accession numbers for specimens received in the Cytology department

Prepared slides and performed standard laboratory techniques (i.e paraffin embedding, grossing, H&E staining) used in the diagnosis process.

Ran immunoassays and chemistry analysis in the Hematology department

Data entry of patient information, diagnosis and treatment, via dictation from pathologists

Liaisoned with pathologist, physicians and other hospital staff

Participated in autopsies

EDUCATION

University of Pennsylvania

Post-Baccalaureate Research Education Training Program, Philadelphia, Pennsylvania,

University of the Virgin Islands, St. Thomas, Virgin Island

Degree: Bachelors of Science-Biology

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