Customer Service Office Assistant
Resume:
A K ALICIA KUPEC
*******@*******.***
Summit Hill PA, 18250
Certificate - General Office Assistant
2002
Carbon County Adult Education – Jim
Thorpe, PA
Associates 2000
Allentown Business School –
Allentown, PA 2000
Diploma 1998
Panther Valley High School –
Lansford, PA
EDUCATION
To secure a remote customer service position where I can utilize my skills and experience to provide exceptional support, contribute to organizational goals, and thrive in a flexible work environment.
OBJECTIVE
A highly adaptable customer support professional with a proven history of excellence across diverse environments. Skilled in streamlining complex administrative processes and fostering seamless collaboration within remote teams to drive operational efficiency and elevate client satisfaction. Proficient in remote work dynamics, consistently delivering superior support while maintaining effective communication channels. Adept at resolving critical issues through proactive problem-solving and nurturing positive relationships with clients and stakeholders. Leveraging expertise in appeals analysis, eligibility consulting, and inside sales offers a versatile skill set encompassing administrative proficiency, financial acumen, and meticulous attention to detail.
PROFILE SUMMARY
Recovery Reservist 2011 – 2012
Pennsylvania Emergency Management
Agency – Harrisburg, PA
Management Technician and Payroll
Analyst 2004 – 2010
Pennsylvania DOT King of Prussia, PA
ADDITIONAL
EXPERIENCE
PROFESSIONAL ATTRIBUTES
• Ability to effectively work independently and collaborate with teams in a remote setting, showcasing proficiency in remote communication and collaboration tools
• Strong organizational abilities to manage schedules, appeals processes, and eligibility documentation efficiently, ensuring accuracy and compliance with industry standards
• Mastery of tools such as Zoom, Microsoft Teams, and Google Meet for virtual meetings, chats, and collaboration
• Effective communication skills across various channels, including phone, email, and chat, ensuring clear and concise delivery of information to customers in a timely and professional manner, fostering excellent customer service
• Proficiently processes orders and returns, ensuring accuracy in record-keeping and diligently updating customer information in the database WORK EXPERIENCE
Appeals Analyst 2022 – Present
International Business Administrators – New York, NY
• Conduct a comprehensive review of regulatory guidelines to identify discrepancies in billed services, enhancing accuracy and compliance
• Analyze claims data to ensure precise application of benefits, resulting in increased client satisfaction and reduced errors
• Crafts professional and informative appeal decision letters for members and providers, fostering transparency and trust in the resolution process
• Leverage analytical skills and available resources to generate recommendations for error reduction and process enhancement, contributing to operational efficiency
• Provide guidance and support to colleagues navigating complex system issues, fostering a collaborative and supportive team environment
• Manage intake and assignment of member appeals, researching and resolving grievances promptly to uphold high standards of customer service and satisfaction Eligibility Consultant – Remote 2018 – 2022
Aetna CVS Health – Allentown, PA
• Oversaw the seamless implementation and upkeep of eligibility files for a diverse clientele, ensuring accuracy and efficiency in remote operations
• Enhanced electronic eligibility files by updating and refining specialized code within Sentry and tracking progress via Sales Force, optimizing data management processes
• Facilitated open communication channels with clients and internal stakeholders to swiftly address and rectify errors and discrepancies in eligibility files, fostering strong collaborative relationships
• Conducted daily verification of loaded electronic eligibility files, meticulously analyzing and programming incoming data to conform to standardized formats, thereby streamlining workflow and reducing manual processes
• Investigated and resolved complex eligibility issues related to electronic files, demonstrating adept problem-solving skills and attention to detail
• Provided mentorship and guidance to new team members during implementation processes, contributing to their professional development and the overall success of the team
• Leveraged shared Point resources and proficiently tracked patient documents, ensuring accessibility and organization in remote work environments
Inside Sales Specialist 2018 – 2020
Atas International – Allentown, PA
• Facilitated seamless financial transactions, including sales, credits, returns, and exchanges, ensuring accuracy and compliance with company policies and procedures
• Proactively generated new and repeat sales by promptly providing product and technical information, showcasing expertise, and fostering customer loyalty
• Managed the logistics of product/equipment/material movement across borders, adhering to policies and regulations to optimize efficiency and ensure timely delivery
• Oversaw the preparation of necessary documentation and online forms for import/export activities, streamlining processes and minimizing delays
• Served as a pivotal liaison between customers and internal departments, ensuring exceptional customer satisfaction through effective communication and problem-resolution
• Implemented a proactive sales approach by utilizing sales tools to establish contacts, schedule appointments, and fulfill requests, bolstering the efforts of the territory manager and driving business growth
• Maintained effective communication with export/import authorities, customers, and suppliers across various territories and countries, ensuring positive and lawful support for business activities Customer Care Specialist 2017 – 2018
Silberline Manufacturing – Tamaqua, PA
• Proficiently managed customer communications, order processing, and issue resolution via email and phone, ensuring seamless transactions and satisfaction
• Handled financial transactions such as sales, credits, returns, and exchanges with precision and accuracy, maintaining compliance with established procedures
• Ensured timely order delivery and export compliance, optimizing logistics to meet customer expectations and regulatory requirements
• Managed the movement of products and materials across borders in alignment with company policies, minimizing delays and maximizing efficiency
• Oversaw the preparation of documentation and online forms for import/export activities, streamlining processes and ensuring compliance with regulations
• Fostered positive relationships with export/import authorities, customers, and suppliers globally, facilitating efficient and lawful support for business operations
• Resolved critical customer support issues promptly via inbound calls and emails, collaborating with internal teams and external partners to ensure swift resolution and customer satisfaction Inside Sales Representative 2012 – 2017
SPX Corporation – Goldsboro, NC
• Proactively identified and pursued new sales opportunities through inbound lead follow-up and outbound cold calls and emails, effectively expanding the customer base and driving revenue growth
• Monitored scheduled shipment dates to ensure timely delivery, proactively addressing any delays to maintain customer satisfaction and uphold service standards
ALICIA KUPEC
PROFESSIONAL SKILLS
• Administrative Support
• Clerical Support
• Regulatory Compliance
• Sales Support
• Logistics Management
• Customer Relationship Management
• Claims Review
• Data Management
• Compliance Management
• Excellent Communication
• Organizational Collaboration
• Documentation & Reporting
• Business Finance
• Customer Service Excellence
• Problem Resolution
• Technical Proficiency
• Interpersonal Relationships
• Strategic Planning
• Conflict Resolution
• Remote Collaboration
• Time Management
• Analytical Thinking
• Decision-making
• Coordination
• Travel Arrangements
• Calendar Management
• Expense Reporting
• MS Office Suite
REFERENCES
ALICIA KUPEC
• Demonstrated a commitment to customer satisfaction by contacting customers post-sale, addressing any concerns or complaints promptly to ensure ongoing satisfaction and loyalty
• Established and maintained a comprehensive database of current and potential customers, leveraging this resource to inform sales strategies and foster long-term relationships
• Exemplified strong time management skills, consistently meeting personal goals and collaborating effectively with colleagues to optimize team performance and achieve collective objectives Available upon request
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