Octavia Hughes

Chicago, IL. *****• 312-***-**** • ad4jaa@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Accomplished Agent with proven track record of exceeding aggressive customer service objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. SKILLS

• Information Documentation • New Agent Training

• Customer Complaint Resolution • Contract Negotiation Expertise

• Business Correspondence • Customer Relations

• Cash Management • Claim Validity Determination

• Microsoft Office • Process Management

WORK EXPERIENCE

JANNIIE B. TRANSPORT, INC. • Chicago, IL October 2017-December 2022 Business Administrator, Remote

• Analyzed & processing claim forms; charge and payment entry within electronic payment systems, insurance & client billing/invoicing, claims follow-up, and updating client information.

• Prepared A/R ledgers, maintain customer records, data entry (customer information), purchase details, payment information, invoicing & tracking, overdue & recurring invoices.

• Maintained Vendor Records, A/P, via business bank account, credit cards, data entry (vendor billing/payment information), prepare 1099 Mics at year end.

• Arranged and confirmed appointments, blocking time for personal plans, establishing work schedule, and identifying and blocking transit time.

• Sorted and prioritized email communication. Responding professionally and appropriately to inquiries. Providing a daily review of information and communicating urgent needs.

• Insured a timely and effective client on-boarding, assessed discovery calls, information disbursement, follow-up documentation, contract creation and completion.

CHICAGO TRANIST AUTHORITY • Chicago, IL May 2001-December 2015 Class B Bus Operator, (Retired)

• Addressed Chicago passenger with outstanding customer service with clear and accurate street routes and names.

• Applied comprehensive knowledge of the rules, regulations, and procedures relative to the operation of surface vehicles.

• Applied possess a comprehensive knowledge of pertinent state and municipal traffic laws.

• Explained and ensured that customers deposit only appropriate coins and bills into fare-box.

• Provided comprehensive knowledge of the fare structure, transfer regulations and the rules and procedures governing bus operators.

• Comprehensive knowledge of the preparation and usage of applicable transportation forms.

• Performed regular bus inspections and checked brakes, steering and provided incident reports of property damage, theft, unusual occurrences and presence of unauthorized persons. BEKINS VAN LINES • Chicago, IL July 1996-December 1999 Insurance Claims Adjuster

• Prepared incident reports of property damage, theft, unusual occurrences during their moving process.

• Addressed client concerns about property damage or missing property related to their move

• Chicago, Il Explained Bekin’s policies and procedures to clients based on their needs

• Investigated instances of insurance fraud related to company clients and claims.

• Reviewed new files to determine current status of injury claim and to develop plan of action.

• Identified suspicious losses and contacted manager for investigative assistance.

• Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.

• Researched claims and incident information to deliver solutions and resolve problems.

• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.

• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.

• Assisted homeowners by coordinating vendor services, emergency repair, cleaning, and contractors. AMERCAN TRANS AIR • Chicago, IL May 1994-July 1996 Lead, Operations Agent

• Prepared and assigned schedules for ticket agents, Provide employee coaching in insufficient areas. Enforce disciplinary actions protocols when needed.

• Provided customer aid with identifying passengers with their purchased tickets and airline instructions.

• De-escalated and resolved customer complaints with punctual, polite, and professional service.

• Followed up on customers' inquiries to assess satisfaction with provided solutions based on American Trans Air compliance guidelines.

UNITED STATES POSTAL SERVICE • Melrose Park, IL June 1991 – April 1994 Mail Handler & Data Entry Associate

• Utilized physical strength to move mail and packages of varying sizes and weights.

• Labeled, weighed, and processed mail and packages for efficient distribution.

• Performed routine maintenance on equipment to prevent downtime.

• Used automated mail processing equipment to sort and collate mail.

• Operated mail processing machine to sort and package incoming and outgoing mail.

• Checked for correct postage and address on mail, packages, and parcels to avoid sending to wrong recipient.

• Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.

• Weighed letters and packages and calculated costs based on classification, weight, and destination.

• Followed safety protocols while handling and sorting mail for personal safety purposes.

• Created and distributed shipment invoices to maintain accurate account balances, by checking parcels were securely sealed to eliminate losses.

EDUCATION/CERTIFICATIONS

Roosevelt University – Chicago, IL.

Bachelor of Business Management, 2021

Robert Morris College – Chicago, IL.

Associate of Business Management, 2019

John Marshall Metro H.S. - Chicago, IL.

High School Diploma, 1991

REFERENCE AVAILABLE UPON REQUEST

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