Administrative Assistant Customer Service

Laura Knobl

267-***-**** ***********@*****.*** Levittown, PA 19056

SUMMARY

Cheerful and upbeat Client Services Coordinator with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.

SKILLS

Proficient in Microsoft Office Effective customer communication Customer support and assistance People skills

EXPERIENCE

Regional Administrative Specialist, Aflac King of Prussia February 2024 - current

• Office Administration: Welcomed visitors, managed front desk operations, and ensured the office was well-stocked with supplies to maintain a productive work environment

• Client Support: Assisted claimants with claim-related inquiries and policy questions; addressed billing issues for accounts and escalated unresolved matters as needed

• Communication Liaison: Served as the primary communication channel between regional and market-level teams, ensuring smooth information flow and coordination

• Recruitment Coordination

o Organized career overview sessions for prospective hires and screened resumes and background sheets after initial interviews

o Coordinated second interviews with hiring managers and facilitated offer letters for successful candidates

o Scheduled and facilitated pre-licensing courses, ensuring all new hires met certification requirements within a designated timeline o Acted as a point of contact for new hires, addressing questions and providing support throughout the onboarding and licensing process o Oversaw scheduling of PA state Insurance Exams, fingerprinting, onboarding sessions and prepared onboarding packets for all new hires o Monitored onboarding progress; ensuring all steps were completed efficiently and resolving any issues promptly

• Event Planning: Planned and executed employee engagement events, including quarterly meetings, holiday parties, and team-building activities to foster a positive office culture Individual Account Client Services Representative, Total Benefits Solutions, June 2023-February 2024

• Handle client inquires including submitting claims, or disputes through carriers

• Submit enrollment changes and notify carriers of changes

• Advise clients and employees of plan benefits

• Shepherding clients office group plans to appropriate individual plans

• Various client service duties as required

• Networking with various client and community organizations

• Outreach calls to existing client and non-clients regarding enrollment opportunities Client Services Coordinator, Michelle Broskey, Inc. DBA Aflac, November 2009-March 2024 Langhorne, PA

• Oversaw addressing of customer requests for friendly, knowledgeable service and support.

• Managed and updated physical and digital client account information to keep records

• accurate and current.

• Built sustainable client relationships built on trust by applying excellent communication and

• interpersonal skills.

• Documented conversations with customers to track requests, problems and solutions.

• Processed changes in insurance policies and periodically reassessed client needs.

• Efficiently and effectively processed a large volume of medical claims on a daily basis.

• Tracked differences between plans to correctly determine eligibility and assess claims against

• benefits and data entry requirements.Reviewed claims for accuracy before submitting for processing.

• Sent clinical request and missing information letters to obtain incomplete information.

• Reviewed administrative guidelines whenever questions arose during the processing of claims.

Dealership Receptionist, Peruzzi Pontiac GMC Truck Inc., June 2007-October 2009 Fairless Hills, PA

• Answered and directed incoming calls using multi-line telephone system.

• Greeted visitors, assessed needs and directed to appropriate personnel.

• Delivered administrative support to team members, including making copies, sending faxes,

• organizing documents and rearranging schedules.

• Checked car purchasing files, financial and insurance documents for proper formatting,

• grammar and spelling for the Finance Department. Customer Service Representative, Educational Testing Service, September 2004-November 2006 Ewing, NJ

• Updated information and details of calls and inquiries in customer service database for future

• reference.

• Retained high level of knowledge of company's products and services to deliver information

• on complementary offerings and increase cross-selling.

• Assisted customers with questions regarding products and services, delivering exceptional

• experiences through responsive service.

• Handled multiple tasks simultaneously, including talking with and listening to customers while

• accessing, reading and inputting information into numerous applications.

• Maintained composure and patience in dealing with aggressive customers.

• Averaged over 20 customer email interactions per 8-hour shift. EDUCATION AND TRAINING

Associates in Healthcare Administration

University Of Phoenix, Online January 2011

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