Customer Service Administrative Assistant

Stacy M Best

**** * **** ******* 816-***-****

Kansas City, MO 64130 *****.******@*******.***

Summary

● Highly organized and detail-oriented professional with extensive experience in administrative support, customer service, and insurance services.

● Adept at managing client relationships, coordinating schedules, and handling a wide variety of tasks with precision and efficiency.

● Skilled in office administration, documentation, and regulatory compliance with a strong understanding of insurance processes and financial reconciliation.

● Proficient in using industry-specific software, including the Altea reservation system and insurance platforms, to streamline operations and improve customer satisfaction.

● Known for delivering exceptional service, managing complex transactions, and ensuring the accuracy of policy amendments and premium processing.

● Proven ability to thrive in fast-paced environments while maintaining high levels of professionalism and customer focus.

Skills

● Administrative Assistant

● Scheduling and Coordination

● Customer Service Agent

● System Proficiency

● Documentation and Compliance

● Payment Processing

● Office Administration

● Insurance Knowledge

● Data Management

● Regulatory Compliance

● Accounting and Financial Reconciliation

● Policy Changes

● Answered Calls

● Attention to Detail

● Time Management & Organization

● Altea reservation system

● Insurance Software

● Tracked ACH Requests

Education

Wyandotte High School

● High School Diploma

Professional Experiences

Property Valuation Services Jun 2024 – Jan 2025

Administrative Assistant/Receptionist

● Answered incoming calls and directed them to the appropriate department or person.

● Managed incoming and outgoing mail, ensuring timely distribution and responses.

● Handled internal and external correspondence through phone and email, always maintaining professionalism.

● Tracked printed and electronic returns daily to ensure strict adherence to deadlines.

● Coordinated and scheduled meetings, appointments, and travel arrangements for team members.

● Prepared and maintained office documents, reports, and records.

● Managed office supplies and ordered materials as necessary.

● Assisted with organizing events and company functions as required.

● Handled confidential information with discretion and in accordance with company policies. Southwest Airlines Kansas City, Missouri Nov 2023 – Feb 2024 Customer Service Agent

● Assisted passengers with self-serve or assisted check-in procedures.

● Processed passengers' flights in the Altea reservation system.

● Reviewed and ensured passengers had valid passports and travel documents and provided boarding passes.

● Educated passengers on weight and luggage restrictions to ensure compliance with airline policies.

● Processed payments for upgrades at boarding, pet fees, and Early Bird Check-ins.

● Addressed passenger inquiries and resolved issues promptly to ensure a positive experience.

● Provided information regarding flight schedules, delays, and gate changes.

● Assisted in managing and rebooking passengers during flight cancellations or delays.

● Handled special requests, such as seating preferences and assistance for passengers with disabilities.

● Always maintained a high level of customer service and professionalism. KC Life Insurance Company Kansas City, Missouri Jan 2016 – Aug 2023 Insurance Customer Service Representative/ Group Contract Specialist 2021 – 2023

● Reviewed insurance applications to ensure that all inquiries were addressed in a timely manner.

● Processed pre-authorization insurance requests, verifying eligibility and coverage details for clients.

● Compiled data on insurance policy changes, ensuring accurate record-keeping and documentation.

● Changed policy records to conform to the insured party's specifications, ensuring all information was up-to-date and accurate.

● Amended insurance policies as requested by Underwriters and Agents, making necessary adjustments in the system.

● Assisted in processing applications for new policies, renewals, and coverage modifications, ensuring proper documentation was submitted.

● Handled inquiries regarding policy changes and amendments, providing clear communication to customers about adjustments.

● Coordinated with Underwriters and Agents to ensure the correct implementation of policy changes and amendments.

● Monitored insurance policy compliance, ensuring all alterations met company guidelines and regulatory standards.

● Provided clarification on policy terms and conditions to clients, ensuring they understood the changes and their impact.

● Prepared and submitted reports on policy amendments, pre-authorization statuses, and customer inquiries to management.

● Maintained accurate records of all insurance transactions and communications, ensuring easy retrieval for future reference.

Senior Group Client Service Support 2016 – 2021

● Downloaded files from the general ledger for clearing, research, and balancing.

● Processed journal entries for group premiums.

● Prepared journal entries for terminated groups.

● Processed and tracked ACH requests.

● Reported daily suspense results to Group Managers for review.

● Processed return checks and vouchers as needed.

● Managed daily suspense balancing and maintained accurate records to ensure timely reconciliation.

● Ensured prior authorization for all group premium-related transactions.

● Coordinated with the finance team to resolve discrepancies in daily suspense accounts.

● Performed research to clear any discrepancies in the general ledger and suspense accounts.

● Assisted in the monthly reconciliation process to ensure accurate financial reporting.

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