TONYA BROWN

*** ******** **** ● Long Lake, MN ***56

612-***-****

OBJECTIVE: To secure a positon that utilizes my experience, and skills in all areas of Office Administration.

PROFILE

15+ years’ experience working in the Administrative support field.

Hardworking, dedicated, professional with stable employment history.

Special ability to work alone or as a member of a team.

Follows procedures to ensure quality standards while maintaining a high level of customer service and confidentiality.

Detail oriented, with the ability to multi-task

Strong interpersonal, and communication skills

Reliable, resourceful and able to adapt quickly

Efficient account management and record keeping.

Proficient in Microsoft Office Suite programs and Visio.

Earned recognition from senior management for excellent performance.

EMPLOYMENT HISTORY

Target Corporation- Minneapolis, MN 11/2000-05/2015 Office Administrator/Floor Coordinator

Responsible for administrative support duties, coordinating meetings, team events and securing team member travel arrangements.

Maintained reports and spreadsheets.

Prepared monthly expense reports for pyramid supplies.

Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Served as the central point of contact for all outside vendors and internal team members.

Made copies, sent faxes, and handled all outgoing correspondence.

Oversaw functionality of office equipment at all work stations, and ordered supplies.

Ensure copiers are functioning properly, checking for quality via daily inspections, informing technicians of specific issue.

Provided on-boarding and training to incoming receptionists on proper procedures and processes.

Supported senior administrative assistants, executives and handled additional projects as needed.

UnitedHealth Group-Eden Prairie, MN 07/2016-Current

Benefit Advocate

Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues

Provide education and status on previously submitted pre-authorizations or pre-determination requests

Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

Soft Skills:

Excellent written and verbal communication abilities

Proper phone etiquette

Ability to research information and relay information so that others can understand

Strong data entry abilities

Education

John Marshall Harlan High School, Chicago, IL (1993)

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