Administrative Assistant Support Specialist

SHANEESE MOSER

*** ******* ** ********, ** ***** · 980-***-****

Email · *********@*****.***

A highly-motivated, experienced professional seeking to obtain a position in providing client services and being able to aid in procuring the services they need by acting as an advocate. While also maintaining multiple priorities and a strong work ethic.

EXPERIENCE

SEPTEMBER 2011– APRIL 2014

STUDENT ADMINISTRATIVE ASSISTANT, WINSTON-SALEM STATE UNIVERSITY, WINSTON-SALEM, NC

•Managed supplies, vendors, and upkeep of reception area

•Answered incoming calls and maintained outgoing calls, reporting accurate messages

•Greeted guests, vendors and directed them to appropriate location

•Created room setups for campus events up to 250 people for Student Affairs Department

JANUARY 2016– APRIL 2016

PARAPROFESSIONAL, MY BROTHER’S HOUSE, INC. CHARLOTTE, NC

•Strengthened company’s business by leading implementation of their mission

•Administer medication to clients prescribed by a physician

•Partnered successfully with consumers to produce positive development in the program

•Maintained a caseload of more than 6 children in public schools or group home placements

•Provided direct care, coached and mentored consumers to ensure a smooth transition in the program

•Observed and monitored client behaviors and responses to treatment

JULY 2016– OCTOBER 2017

CLIENT SERVICES SPECIALIST, ALLSTATE INSURANCE, CHARLOTTE, NC

•Process claims payments

•Generates and sends appropriate forms to insured/claimant for completion

•Performs clerical duties

•Receive and maintain Inbound/Outbound calls from insured/claimants/third parties by understanding and serving the customer needs

•Handles claim files

•Documentation

JANUARY 2018– JULY 2022

SHORT-TERM DISABILITY CLAIMS EXAMINER, LINCOLN FINANCIAL GROUP, CHARLOTTE, NC

•Conducts Investigations to determine whether or not to accept liability and to what degree. Approves or denies benefits accordingly

•Calculates the liability for each claim applying all appropriate offsets such as social security, worker’s compensation, and third parties

•Receive and maintain Inbound/Outbound calls from insured/claimants/third parties by understanding and serving the customer needs

•Obtains needed increasingly complex claim information by communicating effectively with internal/external stakeholders verbally and in written form while maintaining a professional demeanor in all interactions

•Continually access claim details to determine if claims are going to exceed case management authority guidelines

•Recognizes issues or concerns for assigned area(s) of responsibility, explains effect on the customer's service experience, and suggests process improvements

•Manages claims within multiple funding arrangements

•Updates and accurately documents system and claim files on actions taken and established future action plan and case direction

•Communicates with claimants, employers, and various medical professional to gather information regarding the application for, payment of, and ongoing management of STD benefits

•Responds to various written and telephone inquiries including eligibility, approval/denial determinations, status, and continuation or closure of benefits

•Maintains the established customer service, production, and quality standards

JANUARY 2023– April 2023

INDEPENDENT CONTRACTOR, STANDARD PRO- PRODUCT SUPPORT SPECIALIST, WORKING SOLUTIONS(TURBOTAX), REMOTE

•Maintains the established customer service, production, and quality standards

•Provide customer service and technical support using telephone, chat, and video

channels

•Help support Intuit TurboTax customers who are working on their tax return with both product/software inquiries, software navigation, as well as with tax questions

•Will apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries

•Assist new/existing customers by explaining product features, clarifying operating instructions, and providing troubleshooting tips

•Diagnose technical issues and assist with repair requests

EDUCATION

AUGUST 2007-JUNE 2011

HIGH SCHOOL DIPLOMA, PHILLIP O. BERRY ACADEMY OF TECHNOLOGY, CHARLOTTE, NC FIELD: MEDICAL ACADEMY

•Member of Marching Band: Flag Line 2007-2011

•National Honor Society Member 2009-2010

•Student Ambassador 2010-2011

•Carolina’s Health Science Explorer Program 2011

AUGUST 2011-MAY 2016

BACHELOR OF SCIENCE, WINSTON-SALEM STATE UNIVERSITY, WINSTON-SALEM, NC

MAJOR: REHABILITATION STUDIES

•Red Sea of Sound Marching Band: Flag Line 2012-2014

•Member of My Natural Organization 2013-2014

•Women of Purpose: Student Leadership Conference 2013

•Member of Rehab Club 2014-2015

•Volunteered at Safe Alliance Domestic Violence Shelter 2015

AUGUST 2016-OCTOBER 2017

MASTER OF ARTS, LIBERTY UNIVERSITY, LYNCHBURG, VA

MAJOR: HUMAN SERVICES COUNSELING: ADDICTIONS & RECOVERY

SKILLS

•Microsoft Word, Excel

•Strong Interpersonal Communication

•Client Focus

•Multitasking, Critical Thinking, Decision Making

•Product Knowledge

•Flexible

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