Customer Service Administrative Assistant

SHAQUANDA S. JONES

*** ***** ***** ~ Waynesboro GA 30830 ~ 706-***-****

Extensive background in providing secretarial and clerical support, including experience with Call Center, Project Management, Benefit Administration and Customer Service.

Demonstrated success in exceeding business standards, which led to creating, preparing and presenting managerial reports to the Vice President of Operations.

Skills

Transcribing Meeting Minutes

Typing 50-55 wpm

Time Management

Benefits Administration

Customer Service

Billing and Coding

Research Analysis

Microsoft Office Suite

Critical Thinking

Experience

LNO, Inc. Augusta, GA August 2015-July 2016

ADMINISTRATIVE ASSISTANT

Performed various secretarial/clerical duties such as documenting, photocopying, faxing, mailing, and organizing filing system.

Answered telephones and transferred calls to appropriate staff members.

Sorted and distributed incoming communication data.

Interacted with organizational staff, executives, clients, vendors and visitors on a daily basis.

Organized the scheduling of meetings, conferences, and events.

Directly responsible for transcribing and disseminating meeting minutes.

Coordinated agendas for all staff meetings.

Maintained the office database – retrieved and organized information for individual employees and clients.

Managed all training classrooms to include: scheduling, usage and tracking classroom equipment.

Directly responsible for partnering with various vendors and subcontractors to ensure that weekly facility standards are met.

Filed and recorded documentation, electronic files, inventories and reports.

Convergent ER solutions Augusta, GA March 2013- April 2015

CUSTOMER SERVICE AGENT

Acts as the primary contact for clients regarding payroll related issues.

Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.

Proactively discusses products and services, and plan design with plan sponsors.

Schedules education programs for participant education workshops with the plan sponsor.

Monitor plan documents for adherence to applicable rules and regulations.

Proactively initiates conversations with clients related to accounts.

Proactively contacts clients to discuss options to increase retention and client loyalty.

Provides feedback to management regarding client interactions.

Actively resolved general point of call questions.

Understands work flow, above average call handling, payroll feeds along with progressing technically.

Experience “Continued”

Teleperformance Augusta, GA May 2009 – April 2011

CUSTOMER SERVICE REPRESENTATIVE

Responsible for all customer inquiries, questions and ensuring 110% customer satisfaction.

Ability to empathize with customer providing excellent customer service at all times.

Directly responsible for adhering to HIPPA regulations due to handling confidential materials.

Actively enters customer’s information into various software programs.

Thrives as a team player in a fast-paced, high-energy environment.

Assist members & providers with a wide array of benefits i.e. Medicare, Medicaid and etc.

Dealt with paying monthly premiums, billing & coding

Directly responsible for processing customer claims per companies claims procedure.

Education

Burke County High School - Diploma Waynesboro, GA. 2002

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