Proofreading, Editing, cument Management--both electronic and physical

HEIDI A. HUYGHUE (****************@*****.***) **** BLUE HILLS AVE.

860-***-**** BLOOMFIELD, CT 06002

A multi-faceted, well-seasoned professional specializing in data analysis, correction, entry, presentation, and preservation--with the primary focus on proofreading. EMPLOYMENT HIGHLIGHTS

Hays Talent Solutions (placed at MetLife) Consultant 11/11/20-2/9/21 Data Management: Created, uploaded, and proofread Service Level Agreements (SLAs) from companies that insured with MetLife. SLAs contained numerous layers of data, including pain-staking, ultra-specific requirements regarding who could be covered, given their relationship to the dependents. The data entered had to perfectly mirror the data in the "Test" environment to ensure accuracy, so attention to detail was critical, and as a team we peer-reviewed each other's work. (Our team was so efficient that we finished the workload one week earlier than was anticipated!)

Call Center Intake Representative: Answered phone calls from employees of a major client, when their employees desired a leave of absence. Filing a leave of absence correctly required the delicate, multi-faceted balance of knowing all the leaves that were available; determining what leave a caller qualified to file for; hands-on research in different software systems, Word documents, and Excel spreadsheets, or reaching out for assistance in the department's Live Chat--all while the caller was on the phone (or on hold); accompanied by the willingness and forbearance to maintain professionalism while often listening to heart-wrenching situations--and doing all of this while emanating keen listening and above-par communication skills. Two things of note:

● The normal training period for this position is a minimum of three weeks; however, due to internal communication issues at MetLife, that training was reduced to the balance of ONE WEEK, and that being over the two holiday weeks in December.

● After only two days of my actually taking live calls and filing the leaves of absence accurately, the Unit Leader told me personally that he was hearing great reviews concerning my Call Center skills. After thanking him, I had to make him aware that this was my very first experience in a Call Center, so he corrected himself and said the comments actually referred to my customer service skills--but the "great reviews" portion was correct.

Scan-Optics Document Processing Clerk 01/20-11/20

● Keyed in client-requested information culled from scanned documents into the company's data storage system. Speed and accuracy were vital, as this was an Essential Function business, so the daily livelihoods of others were at stake.

● Handled documents of all conditions and prepared them for scanning, including removing fasteners, taping torn areas, and bringing documents to a condition where they would properly scan and not jam or damage the equipment.

● Analyzed information to identify document types and sorted documents per job instructions.

● Identified and corrected any errors in data and escalated matters to supervisor(s) if needed.

● Identified classified documents and carefully guarded their privacy, whether electronic or physical copies.

● Efficiently sorted incoming correspondence and undeliverable mail. https://www.linkedin.com/in/heidi-h-21b619174 Page 1 of 4 Lincoln Financial Group Life Insurance Data Entry Operator (Coder) 12/18-05/19

● Electronically input data for new life insurance applications that were received via OCR scanner, handwriting, or typewriting--making some barely legible. Regardless of the application's condition, information was deciphered as best as possible and keyed into each appropriate field in the database. The total number of pages in an application could easily be 20 or more, and as a Coder I was responsible to review every line--even if entered by OCR, as mentioned above--and find every error, and then properly code it for review.

● The applications were then recorded in a final computer system and determined to be IGO (In Good Order) or NIGO (Not in Good Order). If NIGO, extensive notes had to be made for review by New Business Analysts (NBAs), Financial Analysts (FAs), and/or Life Insurance Agents (LAs)--detailing exactly which forms had compliance issues in which fields. These, in turn, could assist their clients in making the needed corrections to bring their application into compliance with state and federal regulations.

● I was frequently, and randomly, subject to audits of my input of cases and accuracy thereof, including noticing and notating the errors. I scored “High Performance,” the highest mark that cases can get, on 95% of my cases. Several times my audits started out with the score of “Caution,” but after defending myself electronically and through screenshots, the auditors changed the scores to “High Performance. Blum, Shapiro & Company, P.C. Proofreader 09/07-12//14 Performed comprehensive proofreading of financial reports:

● Meticulously read through reports, checking spelling, grammar, punctuation and format consistency.

● Computed totals and subtotals, including cross-footings, for numerical accuracy.

● Identified discrepancies and informed accounting staff to effect resolutions; also suggested wording or presentation improvements.

● Drilled down into the Trial Balance to discern the root cause of some discrepancies, and adjusted entries per accountants’ instructions.

● Cross-referenced and agreed amounts between financial statements and footnotes.

● Discussed and resolved complex accounting issues with managers, technical reviewers and partners.

● Adapted statements to reflect accounting policy changes.

● Maintained paper and/or e-mail trail of correspondence relating to financial reports.

● Used advanced features of Microsoft Word and Excel and Adobe Acrobat to edit documents and finalize reports.

● Frequently scanned in documents when I was working from home and emailed them to my co-workers so that they could proofread my work from the office and scan back their corrections--all to ensure that I was producing a quality product; also scanned in Government Finance Officers Association certificates for inclusion in government financial reports.

● Printed, bound and delivered finalized reports according to client's specifications.

● Updated Access logs, ran Access reports, and repaired Access database.

● Electronically filed Federal Office of Management and Budget (OMB) Single Audit Data Collection forms and State of Connecticut Office of Policy and Management (OPM) Single Audit reports. Acted as department manager in manager’s absence:

● Assessed workload, especially during the busiest periods, and assigned tasks to team members, including myself, according to deadline priority and staff experience.

● Simultaneously managed department while completing the tasks that I’d assigned to myself.

● Reviewed and corrected very complex financial reports.

● Authorized final release of bound reports, strictly adhering to company protocol regarding required sign-offs, including when--on rare occasions--accountants and/or partners would request that this step in the production process be overlooked.

● Assisted in training other proofreaders and temporary workers.

● Developed and implemented improvements in the proofreading process, so as to produce and release reports more expediently.

Maintained client confidentiality:

● Password-protected files and/or encrypted emails to ensure confidentiality.

● Double-checked and reviewed all email attachments before sending to ensure that they were being sent to the correct client.

https://www.linkedin.com/in/heidi-h-21b619174 Page 2 of 4 OfficeTeam Various Positions 07/18-09/18

● Aided with organizing the Human Resources department at SYSCO Connecticut as as an Administrative Assistant with the following duties:

● Assembled dozens of new-hire packets—which required copious amounts of printing, collating, stapling, and a keen eye to detect and inquire if some material was outdated; also prepared binders, flyers, spreadsheets, etc.

● Created PowerPoint presentations highlighting the accolades co-workers had shared with Human Resources about their co-workers, and used my creative eye to arrange and post these comments in a very high-traffic area.

● Maintained confidentiality of information by keeping all materials locked away and shredding any documentation containing personal information.

● Served as a Receptionist for a parking management company, LAZ Parking, demonstrating my polite and prompt telephone manners, fielding calls from around the country and properly directing them or handling them myself—with very minimal training. I was called back to the assignment on very short notice, where the company told OfficeTeam that they ‘only wanted Heidi to fill in.’

● Assisted in student enrollment at Achievement First Hartford Academy as a Data Entry Assistant, keying in critical handwritten student and demographic information into the school's database. This often involved overwriting existing information to ensure that the most current information was in the system. Automotive Fleet Remarketing Clerk 06/17-10/17

● Handwrote titles, reassignments, and other automotive forms for client and DMV use.

● Was sole user of OnTarget software, which expedited the processing of all purchasing and selling duties by digitizing information that had been handwritten for decades. Also printed bills of sales, odometer readings, reassignments, etc., from this system when the state in which the vehicle was being registered allowed digitized forms. This method reduced processing time by at least 30%.

● Would shift from duty to duty on split-second notice, most especially when customers arrived to either discuss purchasing vehicles, or to actually fill out the paperwork to complete the purchase.

● Set up the office’s scanner, which eliminated the need for fellow employees to go to other offices in the building to use their scanners—once again saving company time.

● Created professional invoices by scanning, cutting, and pasting the company logo from manual forms into the Windows Paint program, resizing and adjusting according to the size of the document.

● Answered phones, and directed potential customers to the appropriate sales manager to boost company vehicle sales; some of these calls were from Spanish speakers, so I utilized my working knowledge of that language to extract the appropriate information that would keep the customer interested in purchasing a vehicle.

● Voluntarily recycled paper by printing on both sides if the correspondence was just for internal use, thereby saving the company money.

Point Staffing (at Southern Auto Auction) Title Turnover Clerk 03/15-12/15

● Transcribed dealer and sale date information from receipts onto vehicle titles, utilizing the dying art of handwriting instead of keyboarding.

● Paid meticulous attention to detail during transcription, for any cross-outs, write-overs, white-outs, etc., would invalidate the title and cost both the company and dealers time and money.

● Assisted Title Filing Department when needed.

MetroHartfordAlliance AdministrativeAssistant/Receptionist 09/05-09/07

● Served as Administrative/Sales Assistant to the Vice President of Membership, and as backup Executive Secretary to the CEO.

● Utilized websites, printed fliers, booklets, local historical organizations, and personal knowledge base to answer questions about the Hartford and/or Connecticut area via telephone and email.

● Proofread and corrected important documents, such as sales brochures and invoices.

● Supported a Vice President in the proposal, and subsequent success, of securing a $10,000 grant from a major Hartford insurer.

● Recorded and transcribed detailed minutes during focus groups that were designed to address members’ concerns.

● Greeted visitors; used word processing skills to prepare documents; and performed general clerical services. https://www.linkedin.com/in/heidi-h-21b619174 Page 3 of 4 1986-2005: Diversified positions at various establishments (e.g., CIGNA, Bank of America, Connecticut Mutual, Calvin Morgan & Associates) as proofreader, transcriber, word processor, editor, 40-line phone operator, etc.

(Any gaps in employment are due to venturing into other fields, such as training, manufacturing, etc., to enhance my world view and increase my general knowledge base. My complete employment history will be provided upon your request.)

EDUCATION

Capital Community College: Completed a Medical Terminology course with an A+ and a Medical Coding course with a B

Everest University Online: Associates Degree, Cum Laude, Computer Information Science in Networking

Bloomfield High School: Graduated with High Honors in top 7% of class Participate in weekly public speaking course, including giving live demonstrations before audiences

(have done so in English, Vietnamese, and Italian) SOFTWARE/TECHNICAL KNOWLEDGE

Microsoft Office—Word, Excel, PowerPoint, Access (intermediate to advanced features on all) GSuite; Adobe Acrobat Outlook; Outlook Express; Lotus Notes; GroupWise; VAX All-In-One; Corel/WordPerfect; DocsOpen; DeltaView; GoFileRoom; Membership Partner by SBA; Yardi; OnTarget; ALIP; LifeWriter; Disability Processing Automation; Disability SIR; Leave Intake System

LANGUAGES

English: Completely proficient in reading, writing, speaking (received the Brown (University) Book Award and a full-ride scholarship from Project Working Moms based on my writing skills) Spanish: Base-level reading; polite conversational speaking Italian: New, self-taught, immersion-style learner; base-level reading and conversational speaking skills Vietnamese: Polite introductions

https://www.linkedin.com/in/heidi-h-21b619174 Page 4 of 4

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