Customer Service Administrative Assistant
Resume:
Gale S. Cole
Columbia, MD. ****5
**********@*****.***
Employment
I am an independent contractor working from home, since 2011 providing virtual assistants such as customer service, sales (durable medical equipment), inbound/outbound calls, technical support, data processing, and cold calling with over eighteen years in the travel industry.
Proficiency: Sabre and Apollo computer systems
I average over 700 DR/CCG calls a month, (P/T). My schedule adherence is at 100%. My main responsibility is to answer back-to-back calls and customer service inquiries during my shift and assist customers and resolve issues on each call. Collect and enter clinical and demographic information into the client's patient portal; I genuinely love connecting and assisting others. People can hear the smile over the phone.
Answering all calls promptly and efficiently. My goal is to provide outstanding customer service. I’m engaging and upbeat while staying informed on new policies and procedures and providing support to customers that result in a positive brand experience. I have excellent verbal and written communication skills with a high level of accuracy, I am dedicated, dependable, and detail-oriented.
• I have a noise-free home office with high-speed cable Internet (wired/ethernet connection), a Download speed: 103Mbps, and an Upload speed of 390 Mbps/ Dedicated business landline (no frills) with unlimited local and long-distance service. My computer system/is an HP Intel Core i7 processor with 16GB Memory- 1TB SSD /27’ Dual Monitors /Windows 11 /. My office has a fax, copier, and scanner, my Plantronics telephone, and an attached noise-canceling microphone. I also have a Plantronics USB headset for my CPU. Current up-to-date anti-virus package / Java/ Adobe. I am proficient with remote-worker communication tools – Slack, Zendesk, Salesforce, Teams, Zoom, and Google Docs. My cell phone device is an iPhone14 Pro Max with Duo/Okta Authentication and Mobile Pass for added company security.
10-08/05-09 JM Gaske Inc. Ellicott City, MD
Data Entry/Customer Service Representative
Handled inbound phone calls, and maintain day-to-day records in accounts receivable. Input data into Excel spreadsheets updated the database and assembled the corporate filing system.
10-05/11-07 Pointnet, LLC Laurel, MD
Human Resource Administrative Assistant
Responsible for a variety of administrative functions such as company compensation, employee relations, training and developmental programs, personal practices, policies, and procedures.
inclusive tour packages. Resolved accounts payable issues, payroll, answering/directing telephone calls, assisting clients, filing, faxing, and maintaining the front office.
11-04/09-05 Waystation Inc. Columbia, MD
Human Resource Administrative Assistant
Customer service support including answering phones, and maintaining personal data files in Access, excel, word, and service authorizations. My duties also included arranging training classes, staff meetings (taking minutes) processing background checks (Kroll), placing employment ads, screening applicants, conducting phone interviews, and assisting in processing the biweekly payroll/orientating new and current employees regarding all available company benefits.
12-01/10-03 NeighborCare, Annapolis Junction, MD
Medical Billing Documentation Compliance Representative/ Med B
Processed Physician’s orders and certificates of medical necessity/Durable medical equipment/ Reviewed all completed orders to ensure that the appropriate information has been obtained to allow reimbursement. Verified insurance information such as Medicaid, and Medicare and document all account activity according to schedule/ Addressed billing problems as they occurred while maintaining complete confidentiality.
06-99/10-01 General Physics Corporation, Columbia, MD
Business Travel Consultant
Handled inbound calls from clients for the airline, car rental, and hotel reservations for the executive sales staff, marketing, and engineering departments/ Other duties included completing the weekly ARC sales report in Excel along with computer-generated voids, debit memos, and refunds.
CRS System: Apollo
08-97/06-99 World Travel Partners, Washington, DC
Society of Plastic on-site Business Travel Manager
Responsibilities included booking air flights, car rentals, and hotel reservations thru the Sabre computer system. Provided back-office accounting for the branch office/ Maintained PNR standards and quality control for my STP location/ Maintained the daily operation of all office equipment including the ticket and invoice printer/ furnished boarding passes, passports, visas, and any necessary documents for international travel/ prepared all-inclusive tour and cruise packages for the VIP executives/ Arranged meeting accommodations for travelers.
CRS System: Sabre
EDUCATION
Howard Community College/Optician Studies Certification Completed
Airlines Reservations/Certification Completed
Travel Insurance Certification Completed
Union City College/Business Management
Rahway High School/ Graduated
Leadership and Supervisory Skills for Women
Appreciating Differences in the Workplace Seminar
Exceptional Customer Service Seminar
Performance Management
NSA Security Clearance
OIG/Medicare B Training 2002
OIG/Medicare B Training 2003
Medicare Model of Care 2023
Corporate Compliance 2004
Funding Services 2004
Medical Records/Gen Doc Standards 2004
Code of Ethics 2004
HIPAA Security Compliance 2004,2021,2022,2023
Crisis Prevention and Management 2004
Clients Rights/Staff Client Relationship 2005
Computer Security Compliance Training 2017,2021
Business References
Sylvia Bush – Independent Contractor – **********@*****.*** – 708-***-****
Darlene Hunt – Business Travel Consultant – **********@*******.*** -240-***-****
Joanne Ekcart – Business Travel Consultant – *******@*******.*** – 443-***-****
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