Amanda Caldera

Greenville, Tx ***** • 469-***-**** • ad26xn@r.postjobfree.com • WWW: Bold Profile

Professional Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Skills

Communication skills

PeopleSoft (1 year)

Spreadsheet management (5 years)

QuickBooks

Microsoft Outlook (8 years)

AP/AR proficiency (3 years)

Pega

DOS

Excel

CRM software proficiency

Computer Skills

Attention to detail

Multitasking capabilities

Analytical thinking

Active listening

HIPAA Compliance

Work History

Benefits Specialist, 10/2021 to 04/2023

Group O – Roanoke Tx

Answered approximately 100 highly complex incoming inquiries through telephone calls and email from Texas state employees and retirees with questions regarding health, dental, and life insurance benefits, retirement eligibility, and retirement or benefits problem resolution issues a day. Educated employees and retirees and promoted other ERS services that support members Communicated tactfully and provided information in a clear and concise manner. Used sound decision-making and judgment skills and appropriately applied and interpreted existing law, pending legislation, rules, policies, and procedures Promoted ERS related tools, services, and programs Provided exceptional customer service leadership with handling moderately complex member inquiries

Made sure all member info stayed confidential at all times beneficiary designations for members. Administrative Assistant, 02/2018 to 05/2021

Horner's Service DFW – Garland Tx

Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors. (about 30 daily)

Restocked supplies and submitted purchase orders to maintain stock levels Executed record filing system to improve document organization and management Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs Updated spreadsheets and databases to track, analyze, and report on performance and sales data Generated reports and typed letters in Word and prepared PowerPoint presentations Leveraged accounting software to manage expenses and keep track of finances. Accounts Assistant, 05/2016 to 01/2018

OMi Crane Systems – Fate Tx

Organized data into multiple spreadsheets to streamline data Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements

Reviewed figures, postings, and documents for correct entry, completeness, and accuracy Used accounting software to prepare weekly and monthly financial reports Performed administrative and clerical duties such as word processing, data entry, faxing, and copying daily

Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered

Communicated regularly with customers regarding account questions and issues (approximately 50)

Monitored status of accounts receivable and payable to facilitate prompt processing. Loan Servicing Specialist, 01/2014 to 06/2016

PLS Financial Services – Dallas Tx

Verified credit histories, personal references, and employment backgrounds for each applicant Communicated acceptance or rejection to applicants via mail, email, telephone, or personal consultations

Reviewed and validated details of loan applications and closing documentation Assessed customer account histories to determine previous compliance with payment plans and loan terms

Completed paperwork, recognizing discrepancies and promptly addressing for resolution Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Processed customer adjustments to maintain financial accounts. (30-40 daily) Customer Service Representative, 02/2012 to 03/2014 Sears Logistic Service – Garland Tx

Conducted customer service surveys

Worked in the inbound call center

Collected and documented orders

Booked appointments for clients.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Maintained and managed customer files and databases. Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions. Met customer call guidelines for service levels, handle time and productivity. Boosted customer service satisfaction ratings through consistent quality control. Resolved associate, tool and service delivery issues revealed by statistical reports. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Documented and detailed calls and complaints using call center's CRM database. (100+ customers daily)

Adhered to company policies and scripts to consistently achieve call-time and quality standards. Education

GED: 11/2007

Arbor Education & Training - Dallas, TX

Assessments

Social media, Proficient, 08/01/22, Knowledge of popular social media platforms, features, and functions

Customer service, Proficient, 11/01/22, Identifying and resolving common customer issues Call center customer service, Highly Proficient, 04/01/22, Demonstrating customer service skills in a call center setting

Work style: Reliability, Highly Proficient, 03/01/22, Tendency to be reliable, dependable, and act with integrity at work

Basic computer skills, Proficient, 05/01/22, Performing basic computer operations and troubleshooting common problems

Work style: Conscientiousness, Proficient, 03/01/22, Tendency to be well-organized, rule-abiding, and hard-working

Data entry: Attention to detail, Proficient, 12/01/22, Maintaining data integrity by detecting errors Work style: Professionalism, Proficient, 04/01/22, Tendency to be accountable, professional, open to feedback, and act with integrity at work

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