Administrative Support Customer Service

ILIANA LOPEZ-MILLAN

*** **** ****** ***** ****, New Jersey 07087 ***********@*****.*** 201-***-**** www.linkedin.com/in/iliana-millan-lopez-ab4ab21

OBJECTIVE

Motivated professional with a diverse skillset, and a history of providing comprehensive administrative support.

Highly focused and organized, with superior attention to detail, providing service support in complex, deadline-driven operations.

Adept at clear, accurate, and professional communication, with a track-record of supplying senior-level management, as well as administrative support teams, with excellent clerical and document management skills, as well as conscientious customer support.

A wide-ranging skillset that includes exceptional customer service, event support, cyber security validation, fund-raising support, personnel supervision and training, and office administration.

Proficient in Windows, Microsoft Word, Excel, PowerPoint, Access, Outlook, Zoom, Teams, SIS Programs; type 40 wpm and Bi-lingual Spanish.

EXPERIENCE

Member Services Rep 1/Benefits Specialist

32BJ SEIU New York, NY 05/2023 to 01/2024

Maintain an ongoing management of own inventory of work accumulated through members interactions/questions and follow workflows to resolve participant questions. Resolve customer complaints or examinations on eligibility, enrollment, benefits and claims, and Pension related issues, that requires MSR1/Benefit Specialist to analyze and interpret customer calls and written correspondence.

Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.

Provide customer service to participants to resolve eligibility or Fund benefit issues.

Exhibit expertise in all processing systems: eligibility process, Health benefits and system, V3/DYNAMICS system, CRM/WF and vendor systems

Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).

Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.

Ensure all processing exceeds MSR Quality measurement objective and performance standards.

Benefits Administrator

The Bachrach Group, Ltd New York, NY 10/2019 to 05/2023

Maintain a working knowledge of all service rules and legislations. Evaluate and update system for Benefits Administration department work units to aid processing of work list items in Member Status unit, Terminations & Retirements unit. Review case file for demographic information of members and beneficiaries. Research information and complete input worksheets. Review eligibility for processing of events, correct gaps in data, and enter service information in system from forms completed by Employers

Validate vesting and key milestone dates including payability date

Review cases for eligibility of key milestones

Request additional documentation for member

Process requests from backlog list – withdrawals and transfer-out requests.

Process Buyback requests & other benefit claims from backlog list.

Classroom Scheduling Coordinator

The Bachrach Group, Ltd New York, NY 03/2019 to 10/2019

Report the Director of Strategic Communications in Facilities Management and Campus Services. Enter all academic and non-academic classroom assignments into SIS program system. Edit and cancel campus events. Escalate classroom repairs to the facilities management. Assist users is utilizing the classroom scheduling software. Modify or add course names and times.

Consult with users, scheduling coordinators, faculty, and staff regarding classroom cancellations or space related issues.

Training new users on how to schedule classrooms using the online classroom scheduling system.

Validation Specialist

Comodo Group, Inc Clifton, New Jersey 03/2006 to 04/2018

Perform wide-ranging validation services for a global leader in cyber security solutions. Confirm status of corporations and businesses. Validate active status of accountants, attorneys, and notaries who have completed legal opinion documents. Verify applicant’s ownership of a domain name. Execute and maintain complete records of all gathered documents and data. Supply phone and email support to clients.

Procure outside consultants’ third-party verification documents, utilizing to confirm client information such as incorporation, business registration, location, contact information, etc., circumventing fraud by following through to confirm that the signatory actually signed the documents.

Conduct background checks of applicants and issue certificates for Secure Sockets Layer (SSL) certification.

Administrative Assistant

Stevens Institute of Technology, Lore-El Center for Women Hoboken, New Jersey 11/2001 to 03/2006

Managed project coordination, and provided administrative support to the Executive and two other ranking Directors. Collaborated across departments to coordinate undergraduate, pre-college, and resident program logistics. Oversaw student employees, including training, daily supervision, and payroll. Managed financial processing of sponsor donations, travel expenses, and petty cash. Delivered effective program support and planning, including recruiting and registering students, and administering event logistics. Maintained and updated Center website.

Delivered logistical and customer service support for the Exploring Career Options in Engineering & Science (ECOES) two-week pre-college program, including, but not limited to; procuring supplies; arranging day trips; distributing information, applications, and brochures; liaising with campus police on security; and recording expenses.

Provided logistics for corporate fundraising support for the mentor program.

Collaborated with Department Director and Pre-College Program Director, creating, updating, printing, and distributing marketing materials such as brochures, programs prospectus announcements, and monthly conference.

EDUCATION

Starting a Business 2023-2024 Certificate

Santa Clara University, My Own Business Institute (MOBI) April 2024

Computer Networks & Cybersecurity

University of Maryland Global Campus Adelphi, MD June 2019

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