Customer Service Administrative Assistant

**** ** *** **, *******, SC ***** 706-***-**** *********@*****.***

Doris Aponte

Objective

To obtain a position in the administrative/customer service area where I can perform my skills and abilities.

Experience

Aug 2014 – Jan 2017 MAU, Electrolux Augusta, GA

Bilingual Customer Engagement Center Representative

Answer calls from consumers regarding information on appliances warranty, proof of purchase, schedule service calls, do troubleshooting, update information. Request owners and parts manuals.

Offer goodwill gestures like concessions, no charge parts, rebates. Process replacement reviews. Order parts, accessories, and offer extended service agreements. Document call in SAP System.

Oct. 2009 – June 2014

Humana, Inc.

Tampa, FL

Bilingual Customer Service Representative

Answer calls from Humana members, providers, and brokers regarding Medicare and Medicaid benefits, claims, enrollments, and pharmacy in a timely manner and with high quality

Help members understand pharmacy and medical claim issues; health care options; order ID cards; pharmacy authorizations; schedule and change payment options; order documentation, formularies, directories for members; PCP changes; process disenrollments and cancellations; update low income subsidies information, etc. To send inquiries to the grievance and appeals for expedited appeals

Document the call in the database Customer Care Portal 2 (CCP2)

Research inquiries utilizing the Customer Interface (CI), CAS, and the Premium Billing System (PBS)

April 2007-April 2008

CACI

Work from Home

Translator/Verifier

To verify/translate the marketing and educational products into the Spanish language in order to provide accurate, timely and helpful information to beneficiaries and their families regarding benefits, program options, and good health care practices on behalf of TRICARE Management Activity (TMA)

March 2003-Aug. 2008

Science Applications Intl Corp

Fort Gordon, GA

Enrollment Specialist

Enroll and disenroll beneficiaries from the Tricare Latin America & Canada Area (42 countries in Central and South America, the Caribean basin and Canada utilizing the Composite Health Care Sysem, (CHCS), Defense Eligibility and Enrollment Systems (DEERS), and DEERS Operating Enrollment Sstems (DOES)

Process primary care doctor changes, transfer forms, and card requests utilizing the Access Database

Communication via telephone and e-mail with sponsors and dependents regarding enrollments, benefits, and eligibility

Prepare mailing packages every Friday to new enrollees

Assist with Spanish speaking calls regarding benefits

Provide administrative support to the TAO-TLAC and Basic TRICARE support to over 58,000 beneficiaries in 42 countries in Central and South America, the Caribbean basin and Canada.

Review and correct SAIC expense reports from employees for supervisor’s signature, order office supplies; sorts incoming mail, routes to appropriate personnel, and re-mail returned mail, maintain the regional calendar through Outlook

Coordinate staff hotel and travel reservations and prepare their travel folder and TDY requests.

Assist with coordination of TRICARE seminar in Panama

Aug 2000-Nov 2001

Medical College of Georgia

Augusta, GA

Administrative Specialist I

Assist Student Government Association (SGA) entertainment chairman to coordinate students’ TGIFs and monthly meetings, aerobics and athletic programs

Create flyers and calendars using Print Shop Ensemble III software

Maintain a room reservation book for the Student Center; publish the SGA leadership directory; sort incoming mail and routing to appropriate personnel; keep daily log of all incoming and outgoing mail for annual report; file

Process check requests for 20 SGA accounts and inter department requests; SGA meeting minutes; remind students of meeting and activities via phone, campus mail system, and e-mail; type letters; memorandums; annual registration for student organizations; mailings, etc.

Education

Aug 1978- June 1982

University of Puerto Rico

Bayamon, PR

Bachelors Degree

Secretarial Sciences

References

References are available on request.

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