Administrative Assistant Quality Assurance/CSR/Call center

Maryann Wesolowski

Service, Support and

Administrative Professional

**********@*****.*** 602-***-**** • El Paso, TX

Experienced CSR, Administrative Assistant, and operations associate with comprehensive experience in a wide variety of executive, financial documentation, and customer service/support responsibilities. Demonstrating excellent planning and organizational skills in managing compliance, phone lines, analysis, and correspondence for leadership teams and key stakeholders. Strong document and information management needed for reporting, maintaining departmental files, and tracking systems. Effective in phone etiquette and overseeing daily office functions to ensure accuracy, effectiveness, and productivity. Facilitates effective departmental communications, to include planning any outside events to ensure professional and productive activities. Practiced in a wide variety of business and office systems, productivity tools, and software.

Administrative Support Corporate Liaison Training & Development

Records Management Regulatory Compliance Microsoft Office Suite

Schedule Management

Genesys

Cost Control

Project Management

Relationship Building

Leadership and QA

Professional Experience

State of Arizona UI DES. 2/2021 to 3/2023

Tier 2 CSR/Call Center/Adjudications/TL/QA Coordinator, Remote Carried out a variety of duties while experiencing rapid advancement within the company. All adjudication positions involved detailed claim analysis and research while maintaining sound judgement, discernment and adherence to laws and regulations as given by Federal and State Governments including company policy/procedures. Team Lead/Quality Assurance. Monitoring team chats while assisting Call Center Reps, Adjudicators, and Supervisors in day-to-day operations, making determinations and giving permissions on a claim-by-claim/call basis. Monitor calls for regulatory compliance and coaching. Key Accomplishments:

• Tier 2 Inbound/Outbound/Offline Adjudicator. Answer incoming calls, making outbound calls, and assisting Claimants with questions and concerns. Make determinations on approvals/denials of benefits. Maintaining deadlines and practicing strict adherence to Standards of Work while obtaining proper permissions. Correspond with Claimants on documents needed etc. and determine any fraudulent claims. Given new permissions for offline adjudications with various issue resolutions.

• Team Lead/Quality Assurance. Primary responsibilities were to monitor Team Chats to give support, directives, and permissions to live Adjudicators as well as the Operations Manager. Observing leadership directives to ensure regulation and compliance is being maintained and reporting QA issues to Operations Manager.

• Monitor incoming, outgoing and offline calls/adjudication for Quality Assurance and proper determinations being made on claims. Provide coaching and reporting to Agents and Operations. Engle Martin & Associates. Phoenix, Az 8/2018 to 4/2020 Administrative Assistant – Adjuster Support

Carried out a variety of clerical, administrative and related support tasks critical to the delivery of timely, accurate, and thorough

adjusting services. Responsible for confidential and time-sensitive information related to Claims Management/Loss Adjustment.

Key Accomplishments:

• Proofreads documents for accuracy. Prepares and files both electronic and hard-copy documents.

• Enters data in Daily Time and Expense system for adjusters as needed.

• Prepares and submits company invoices per Client specific and EMA guidelines.

• Assists adjusters with tracking status of pending claims, maintain documents and open/close files etc.

• Ensuring Client and company specific guidelines and procedures are adhered to and researching non-compliant issues while maintaining deadlines.

• Skilled in use of internet for business research purposes; excellent keyboarding skills (including speed and accuracy); sound written and oral business communication skills, including formatting and preparation of memoranda, letters, and reports. BROADRIDGE FINANCIAL SOLUTIONS, MATRIX. Phoenix, AZ 6/2016 to 1/2018 OPERATIONS ASSOCIATE – ACCOUNT ANALYST

Provided accuracy in all reconciliations, data analysis, spreadsheet creation, oversight of balance and cash transactions, and Special projects in collaboration with management. Supported all daily projects assigned by superiors. Key Accomplishments:

• Reconciled all bank accounts, retirement accounts, and balanced cash accounts to ATM using detailed analysis, in a time sensitive fashion.

• Performed extensive research on any reconciliation discrepancies through interactions with banks, department heads, trust administrators, and accounting supervisor in applying corrective actions.

• Created complex spreadsheets through exported reports from accounting system, detailing daily activity, updated list of outstanding checks, and analysis.

• Performed process improvements through approval by management and created spreadsheets for tracking ACH recall activities.

• Streamlined the paperless conversion for ACH reports, saving costs on paper and processing times, approving coworker procedures for implementing new procedures.

• Developed, edited, and maintained procedural manuals for new hires. STOP N GO STORES, LLC. Sylvania Ohio 12/2014 to 2/2016 ADMINISTRATIVE ASSISTANT / CORPORATE OFFICE

Performed a wide range of customer support duties, including record keeping, project management, process improvements, store audits, and compliance with pertinent regulatory requirements. Key Accomplishments:

• Established and maintained positive relationships with suppliers and various government agencies.

• Completed multiple store audits through cash reconciliation reports.

• Commended for excellent work in maintaining accurate invoicing, supplier drafts, and price quotes for 50 stores.

• Slashed expenditures by over $45,000 by addressing discrepancies pertaining to fuel expenses.

• Addressed numerous operational concerns by organizing inspections and reporting non-compliance issues.

• Led the development and implementation of processes and procedures for this specialized administrative position. OWENS STATE COMMUNITY COLLEGE Perrysburg, OH. 2007 to 2014 APPLIED ENGINEERING AND INDUSTRIAL TECHNOLOGY / SECRETARY - WCS / RECORDS SPECIALIST Initially started as a temporary worker, and rapidly promoted to records specialist position, and again to Administrative Assistant for the School of Applied Engineering and Industrial Technology Skilled Trades Division Chairman. Orchestrated various secretarial and records management responsibilities including management of calendars for staff, scheduling of rooms, classes and presentations. Responsible for updating organizational Procedures Manual and its implementation. Key Accomplishments:

• Commended for consistent efficiency in facilitating all details related to Advisory Committee meetings and managing student and instructor records.

• Collaborated with instructors to ensure proper and timely completion of records and reporting.

• Ensured proper and timely completion of administrative paperwork, reports and records management.

• Managed all details related to Chairman led Instructor and committee meetings including Power Point Presentations. Education & Training

Coursework completed in Office Administration Technology OWENS COMMUNITY COLLEGE Perrysburg, OH Coursework completed in Bachelor of Science in Psychology UNIVERSITY OF TOLEDO Toledo, OH

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