Customer Service Administrative Assistant

Monica Betts

**** ******* *****, ****** ****, AR 72209 817-***-**** or 501-***-**** **********@*****.***

SKILLS SUMMARY:

* ***** ** ************** ********* experience; 9 years of Customer Service experience.

Proficient on PC and Mac; Microsoft Office Suite - Outlook, Excel, Word, and PowerPoint.

Motivated to gain more administrative support experience through a long-term position with a well-established company.

WORK EXPERIENCE:

Receptionist

ServiceLink National Flood, Arlington, TX February 2021 – April 2023

Managed a multi-line phone system fielding high volumes of calls from mortgage and insurance companies daily.

Assisted agents via email and over the phone with revising and accurately completing the Standard Flood Hazard Determination forms.

Built excellent relationships with lenders and agents ensuring they received a high level of service.

Multitasked greeting customers, notifying business associates of packages and mail received, and processing all outgoing and incoming mail.

Member Services Representative

Aetna, Arlington, TX May 2019 – September 2020

Utilized vast knowledge of medical plans to resolve issues for members calling in via a customer assistance service line; triaged rework of claims to appropriate staff.

Provided members resources and tools to guide them to a clearer understanding of their coverage.

Answered questions and resolved complex issues from members, providers, and plan sponsors.

Handled extensive file review requests; prepared complaint reports; compiled claims data for audits; performed financial data maintenance; produce letters and spreadsheets pertaining to inquiries.

Documented and tracked communication with members, providers, and plan sponsors.

Customer Service Representative

Walmart Fuel Station, Crowley, TX January 2017 – May 2020

Supported fuel station operations by ensuring compliance with all regulations was maintained.

Worked in a fast-paced environment greeting customers and providing courteous customer service.

Processed cash and credit transactions by customers; maintained a cash drawer that balanced daily.

Forecasted store inventory needs, placed merchandise orders, and ensured shelves were fully stocked.

Account Maintenance Clerk I

GM Financial, Arlington, TX December 2011 – November 2012

Processed queue requests submitted by customers through the Loan Services Request system.

Completed payment due date change requests, deferments, and name changes within the designated service level agreement timeframes.

Prepared BK Write-Downs, payment history requests, and opt-out requests in compliance with federal audit guidelines.

Researched credit bureau disputes and verifications in compliance with the Fair Credit Report Act (FCRA)

Conducted outbound call campaigns aimed at reducing customer delinquencies with a large margin of success.

Administrative Specialist II

U of A Cooperative Extension Service, Little Rock, AR January 2010 – November 2011

Researched designated subject matters and prepared special reports for management.

Maintained department calendar; coordinated meetings for faculty, staff, and leadership; prepared agendas for meetings.

Filed reports and correspondence; provided clientele support on special projects.

Responsible for all administrative functions of department in addition to performing general office duties.

Administrative Specialist I (Work Study)

Southeast Arkansas College, Pine Bluff, AR March 2009 – December 2009

Composed routine correspondence and deadline-oriented form letters.

Established document files and maintained files by updating and purging as needed; reviewed submitted documents for completeness and accuracy.

Answered incoming calls and routed to appropriate person; notified staff of guest arrival for meetings.

Administrative Assistant III

Office of the Texas Governor, Austin, TX August 2005 – February 2006

Responded to a high number of complex and routine incoming telephone calls and written inquiries.

Utilized strong attention to detail composing letters and correspondence using mail merger for outgoing documents.

Assisted in the development of reports and analyses that addressed areas of concern.

Worked closely in a team environment with other staff to complete large scale projects.

EDUCATION:

2007 – 2009 Office Administration, Associate Degree, Southeast Arkansas College, Pine Bluff, AR

President Scholars Achievement Award

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