Administrative Assistant Customer Service

Melissa O’Neal

Cell: ***/***-**** / ****************@*****.***

PROFESSIONAL SUMMARY:

Dedicated administrative professional with over 20 years of organizational and customer service support. Possess strong analytical skills, high attention to detail and a broad administrative background with a customer satisfaction mindset.

EMPLOYMENT:

Imperial PFS (Commercial Insurance Financing)

Sr. Customer Service Representative(promotion)

August 2021 – Present

Uphold the integrity of IPFS by providing exceptional customer service while fulfilling their request.

Maintain Central Region payments in the public folders file and M-Files by servicing requests with ACH Activation within 24 hours.

Address customer inquiries concerning account maintenance including: address change, supplying proper forms, ACH activation and follow-up with the Agent for additional information needed.

Commercial Insurance Acceptance Associate/Collateral Administrator

June 2017 – July 2021

Responsible for reviewing, importing, and entering submitted premiums finance agreements for the booking and completion process.

Completion of policy verifications through appropriate entities prior to loan processing. Exceptions are to be approved by an Acceptance Supervisor, Assistant Branch Manager or Branch Manager. Any waived policy verifications are to be completed on a priority basis.

Process loan agreements, obtaining required loan documentation and ensure acceptability of all Premium Finance Agreements prior to loan acceptance.

Review incoming correspondence, updating PLUS account with necessary changes/updates, documenting memo tab for verification purposes.

Research entities address corrections for all returned mail items promptly, documenting memo tab on account for verification purposes.

Follow up and obtain all insured signature required premium finance agreements within 30 days of booking the loan.

Follow up for loss payee endorsements and other documentation when applicable within required timeframes.

Proactively anticipate issues and communicate internally with Management, Customers, Account Executives and Sales Executives as appropriate.

Develop and maintain knowledge of tools used by our customers, including the ability to effectively communicate the applicable features and benefits and provide training on its usage. This would include the IPFS website, eForms, Recurring ACH, email reports and available payment options.

Lowes (Retail Home Improvement Store)

Installation Sales Coordinator

May 2016 – June 2017

Operating with the Installation Sales Department to coordinate and schedule installations. This includes promoting ProServices.

Accountable for making custom calls to manage installations and confirm satisfaction with installed sales projects.

Responsible for promoting customer loyalty plans and/or extended protection/replacement plans where appropriate.

Build relationships with customers, installers and vendors.

Assisted with pre-inventory processes to prepare store #1530 for a seamless inventory.

BG Group (multinational Oil and Gas Company) / Morson International

Office Assistant - Contract Assignment

January 2015 - December 2015

Coordination of all relevant accounting documents for BG assets.

Organized all files, reports and documentation related to Canadian assets.

Repackaged, recorded and labeled Canadian materials and documents for proper storage locations to support retention and integrity of the department.

Martin Marietta (national Aggregate Corporation) / Pacesetters Personnel

Sales/Administrative Coordinator – Contract Assignment

February 2014 – January 2015

Accountable for front line logistics including; sales call receipt and delivery tracking, customer service, research follow-up and worked closely with inside sales to formulate price quotes and revenue generation.

Validated customer sales tax certificates with online research.

Assisted the accounting department with reconciling revenue from each yard.

Entered customer orders in database to record purchase of material.

Documented material transported by rail from Quarry site to yard locations.

Prepared customer tax debit and credit documents for manager approval.

Managed delivery tickets from each location.

Recorded valid customer tax exemptions in client database.

Insperity, Inc. (previously Administaff one of the country’s leading PEO’s)

HR Services Team Coordinator

August 2000 – December 2013

Essential responsibilities included working alongside a human resources team with day-to-day activities

supporting clients’ needs in the local Houston Market. My role was high touch with a customer service

focus supporting the small business segment with one to 15 employees for Insperity, Inc.

Worked extensively with HR Professionals and clients to build customized client HR Handbook, targeting their specific needs.

Conducted internet-based research on behalf of client and HR Services Team as needed, including job descriptions, salary surveys, policies and procedures.

Responsible for data entry and account management into the Customer Relationship Management software system to monitor progress of client deliverables, due dates, and active projects.

Prepared team member materials for client visits.

Initiated new client folders and client profiles along with conducting research via website, sales reps

Worked in a supporting capacity by answering incoming client calls for the team and provided the necessary guidance or escalation procedures.

Provided assistance to ensure client deliverables met compliance with government and legal regulations as documented by handbook and polices.

Administrative responsibilities as needed to assist with mass mailings, meeting requests, presentations, front desk reception, and trainings. Provided Excel reporting as needed for all special projects.

EDUCATION:

Bachelor of Science in Business, May 2013

University of Phoenix, Houston, TX

Major: Business Minor: Human Resources Management

GPA: 3.43 / 4.0

SOFTWARE SKILLS:

HRIS applications, Customer Management and Crystal Reporting software, intermediate level MS Office - Word, Excel, PowerPoint, Outlook, VISIO

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