Service Representative Employee Relations
Resume:
SANDRA J. STOVER
Belen, NM *****
OBJECTIVE
I am seeking to obtain a position that will utilize my extensive administrative, customer service and employee relation skills. In this role my outstanding communication, expertise at handling the administrative functions, and deep commitment to learning as much as I can, will be utilized to its fullest.
ADMINISTRATIVE QUALIFICATIONS AND SKILLS
• Experience – Twenty years of Certified Optician experience and a combined 30+ years of customer service and sales experience, as well as knowledge in the following: Microsoft Office Word, PowerPoint, Outlook, Compulink, Medman, AS400, Core Advanced.
• Communications – Strong ability to provide administrative support for various departments such as patient accounting, optical director, regional advisors, as well as co- workers, physicians, laboratories, upper management as well as clients through verbal and written communication.
• Interpersonal Skills – Ability to coordinate with various staff for operational support activities of individual locations; to serve as a liaison between departments and operating locations in the resolution of day-to-day administrative and operational problems.
• Flexibility – Willing to experience new situations, I am interested in improving efficiency on assigned tasks not only for personal growth but for the growth of the overall company.
• Willingness to Learn – I am eager to obtain as much knowledge as I possibly can.
• Attention to Detail – Excellent ability to operate a desktop computer to compose and edit correspondence and memoranda from dictation, verbal direction and from knowledge of policies of established departments.
PROFESSIONAL EXPERIENCE
Paychex Inc. _ Albuquerque, NM
Account Manager - MPSC - Phoenix
Service Representative SMB Service, July 2016 – present
- Processed payrolls and various administrative duties for over 400 clients
- Established and developed excellent relationships with outside clients as well as coworkers and management.
- Provide resources for client questions regarding quarter end year end taxes.
- Data entry of new hire information as well as direct deposit set up and employee status changes ensuring that all new hire documentation was provided keeping the client compliant with state laws.
- Asked to speak publicly to generate employee excitement and support for new
“assigned/unassigned” pilot program being rolled out nationwide.
- Provide ongoing feedback to upper management for pilot program and addressing pain points for process improvement.
- Be a source of information for clients regarding new tax laws as well as providing resources in relation to CA labor laws and employer rights and responsibilities.
- Serve on the Employee Advisory Committee to research and analyze the roll of the payroll specialist and make recommendations for process improvement to maintain employee retention, employer/employee relations and customer satisfaction.
- Provide secondary training to new employees as they go through training by shadowing, giving hands on experience with supervision for payroll processing and customer relations as a certified mentor.
- Champion to reduce client dependency. My personal dependency is down by 25% in the last month since the initiative started.
- Assist in making sure that changes of entity are processed correctly and followed up on in a timely manner as part of the ACES team.
PRESBYTERIAN HEALTHCARE GROUP __Albuquerque, NM
Executive Administrative Assistant, September 2015 – November 2015 (temporary position) EYE ASSOCIATES — Albuquerque, NM
Certified Optician, December 1999 – Present
Unique expertise in processing of insurance claims, selection of eyewear, recommendation of specialized products per client’s specific needs. Duties included the following: Lead Optician
• Responsible for day-to-day branch operations
• Responsible for the accuracy of claims for various insurances
• Responsible for meeting monthly sales goals within the company (maintained 2nd highest sales within the company for 15 years)
• Responsible for inventory management and board utilization to increase sales
• Assist with other departments in administrative duties
• Archiving records for future usage
• Maintaining relations with outside vendors
• Maintain the general filing system and file all correspondence
• Answer inbound calls, handle caller’s inquiries regarding insurance benefits and outstanding orders, re-direct calls as appropriate, and take adequate messages when required
• Greet, assist and/or direct clients, visitors and the general public
• Providing Project Managers with correspondence and records; including board management and input on best-selling frames for specific insurances
• Provide support to area optical advisors
• Place orders to outside vendors for frames and accessories
• Helped to recruit new hires and provide ongoing support to employees throughout tenure.
• Responsible for scheduling interviews making sure that all new hire paperwork was completed and new hire files set up ensuring that the company stayed in compliance.
• Maintaining employee records making sure all changes were entered and employee information was accurate and current.
• Scheduled orientations and ongoing training and development.
• Helped to coordinate benefits after new hires passed the probationary period.
• Addressed issues raised by employees and presented them with various options for solutions to management.
• Payed an active role in improving employment policies and practices and presented recommendations to management.
• Ongoing research and analysis to improve work practices of daily tasks.
• Maintained a good working relationship between management and employees by introducing the “adopt a manager” program wherein opticians would be responsible for introducing new products to doctors for better customer product options.
• Responsible for end-of-month inventory and reporting to accounting department for any shrinkage in inventory
• Responsible for training employees on company policy and procedure
• Assisted in the training of new technician in basic lensometry
• Developed step-by-step instructions to help employees navigate through Compulink more efficiently
• Helped to write policy and procedure pertaining to the optical division for the company manual
• Published articles for the monthly newsletter on various new products
• Helped put together training presentations on various optical products
• Initiated weekly meeting between physicians and optical staff to improve the quality of the clinic
• Initiated weekly meetings for quality assurance at both Northside and Regina Hall locations.
Concentra Medical Center - Albuquerque, NM
Accounts Receivable analyst, 1998-1999
Sun Healthcare Corporation – Albuquerque, NM
Accounts Payable/Customer Service Representative 1997 - 1998 VOICESTREAM WIRELESS - Albuquerque, NM
Customer Service Representative, 1994 - 1997
Provided administrative support and inventory management for a direct sales team of twenty representatives specializing in corporate accounts HORIZON HEALTHCARE - Albuquerque, NM
Medical Only Adjustor, 1991 – 1994
FRED REED OPTICAL
Customer Service Representative, 1983 - 1987
EDUCATION AND CERTIFICATIONS
• Certified Mentor- Paychex
• Senior Specialist - Paychex
• Active member of the ACES team - Paychex
• Member Employee Advisory Committee - Paychex
• AMERICAN BOARD OF OPTICIANRY CERTIFIED - Jan 2000-Present
• CENTRAL NEW MEXICO COMMUNITY COLLEGE
3 years of college in communications related courses
• DEL NORTE HIGH SCHOOL – Class of 1985
ACTIVITIES AND VOLUNTEER EXPERIENCE
• Active member of Optometric Association of New Mexico
• Involved with ARAPA program through the city of Albuquerque and APD
• Volunteer Color Guard coach – Del Norte High School
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