Customer Service Representative

Gwendolyn Smith

**** ******** ****. ***# ***

Paramount CA 90723 310-***-****

********@***.***

OBJECTIVE

Seeking a position in the various fields of an Administrative Assistant, and Customer Service that is compatible with my work experience and offers growth potential, but not limited to other areas of development.

SKILLS & ABILITIES

Office management experience, resolving complex problems, computer system applications, strong oral and written communication, use time wisely, team player, critical thinker, quick learner

Excellent telephone, filing and organizational skills, good working relationship with staff, multi-tasking, work within appropriate policy and procedures, passion for achieving goals for self and others

Certificates in Windows, Word, Excel, Fax, 10-key, type 40 wpm, office equipment

EMPLOYMENT HISTORY

Appointment Clerk 7/2020 – 10/2021

Kaiser Permanente, Mental Health Department

Answer heavy volumes of incoming calls and inquiries

Determine if calls are urgent by listening to members and transferring to registered nurse when appropriate

Compose messages for physician/providers and nurses and other personnel

Respond to general questions using on-line databases to provide information to any member or personnel.

Call members to cancel and reschedule appointments

Prioritize the needs of members and offer alternatives when appropriate per guidelines

Perform all the above duties while meeting established standards of performance for quality and productivity

Medical Records Clerk lll 9/2016 – 7/2020

Kaiser Permanente, Medical Records/Disability Department

Record analysis and control

Death Certificate processing

Review authorization for release of medical information

Release medical information to insurance companies and other medical facilities

Work front lobby who are receiving patients that are requesting records or filing disability claims

Answering phone, messages, emails and receiving fax requests and a host of other clerical duties as needed

Collect and make deposits

PSE Clerk 4/2015 – 9/2015

USPS – United Postal Service

Prepare mail, magazines, parcel for carriers

Student: August 2014 – December 2014

Compton College

Mail Carrier 11/2013 – 5/2014

USPS – United State Postal Service

Mail Carrier

Mail Handler 12/2012 – 12/2012

USPS – United State Postal Service

Tie and handle parcel coming off assembly line, place in bin

Lien Claimant Representative, 1/2012 - 4/2012

CDR Financial Services, Long Beach

Customer Service calls to Insurance Companies to settle Worker’s Compensation Claims/Liens

KP Concierge 12/ 2011 - 1/2012

Kaiser Permanente, Bellflower

Promote Kaiser Web-Site, sign up members, help them navigate through system

Artist Management, 11/2009 - 12/2011

Thought Production

Over see day to day business affairs, advise and counsel personal decisions

Answering calls, reading, monitoring, and responding to emails, preparing correspondence, meetings, photo shoots, travel, other duties as needed

Unit Manager, 10/2005 - 11/ 2009

Kaiser Permanente, Downey Business Office

Establish orders, and maintain adequate inventory, coordinate proper equipment placement for safe environment, maintain records of equipment and inventory

Prepare and generate revenue documents sent electronically to general accounting, keep track of department revenue weekly and monthly statistics

Resolve errors and complaints, problem solving, accurate documentation and thorough follow-up, work with vendors to resolve complex problems, work with housekeeping to maintain clean environment

Coordinate meetings and conference rooms, prepare meeting documents, order and arrange lunch order.

Organize Special Events, HR Fair, creating poster boards, host of clerical duties and Customer Service

Optical Scanner/Data Entry, 3/2001 - 10/2005

Kaiser Permanente, Pasadena

Responsible for sorting and scanning ECS forms (medical documents), pulling out any errors,

Data Entry Operator when work flow is slow, assisting with ECS forms and distributing mail

Receptionist, 2000 - 2001

Kaiser Permanente, Bellflower, Pain Management Department

Customer Service and clerical duties, heavy phone, distribute mail and messages to Providers, Coordinate pain management classes, check patients in and out, call and schedule appointment, great visitors

Receptionist, 1998-2000

Kaiser Permanente, Downey, Plastic Surgery Department

Customer Service, clerical duties, heavy phone, checking patients in and out, cash out revenue for accounting, Assist providers with routine questions concerning patients

Sort and distribute incoming/outgoing mail. Other clerical tasks as assigned

Reconcile accounts payable and receivables ledgers and performed various intermediate bookkeeping tasks.

Order Filler/Truck Driver, 1990 - 1998

Kaiser Permanente, Bellflower, Pharmacy Warehouse

Using handheld computer to take inventory, pulling pharmaceutical supplies, staging and stocking supplies for shipping. Obtained commercial license and was a relief truck driver delivering pharmaceutical supplies to clinics and hospitals, using forklift and pellet jack.

Skills

Excellent Customer Service Skills, Expert Clerical Skills

Fax, 10-key, type 40 wpm, office equipment

Associate Arts Degree

Compton College 2016

Compton College 2001

Reference Available Upon Request

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