Customer Service Office Assistant

Bonnie L. Allen

Conyers, GA *****

678-***-**** ***.********@*****.***

Skills

I am an experienced Administrative Office Assistant with over 20 years of experience in clerical office duties, including customer service, receptionist, and office assistant. I seek a professional role to showcase my strong work ethic, build upon my professional back, and grow within the company. Experience

August 2023- PRESENT

Internal Revenue Services, Chamblee, GA

Collection Representative

● Using sophisticated interviewing techniques, the employee reviews individual circumstances and goals and advises on the most advantageous ways to meet them.

● Elicits sensitive, personal, and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.

● Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.

● Develops, analyzes, and evaluates information involving the research of records and the nature of each inquiry, including how it was presented to inform and advise, answer questions, or resolve problems related to each individual's unique circumstances or fulfill regulatory requirements.

● Explain what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carryback of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents.

● Uses strong critical and analytical thinking skills.

● Proficient reading comprehension skills to understand and interpret written policies and procedures and highly effective communication skills.

● Ability to research and resolve complex issues as well as the ability to prioritize and manage multiple tasks in fast-paced environment.

● Ability to exercise discretion and ensure a high level of confidentiality as well as the ability to establish and maintain effective and harmonious work relations with government client and internal team.

FEBRUARY 2019 - PRESENT

Division of Family and Children Services, Atlanta, GA Office Administrative Assistant

● Coordinates with HR in the Onboarding and Off-boarding process for new and existing employees.

● Purchase and manage office supplies and perform photocopy and runner duty.

● Receive, sort, and deliver division mail. Handle outgoing mail for the division.

● Operated photocopy, fax machine as well as desktop computer.

● Answer incoming phone calls to the division’s main line, evaluating the caller’s need and either assisting the caller directly or transferring the caller to an appropriate state member.

● Maintained office files and folders using Microsoft Office 365, Outlook, Word, PowerPoint, SharePoint, and Excel; Obtain data from customer service regarding calls/emails.

● Data entry depends on what is received from superiors and unit members; occasionally, look up sites using Google Maps and Google in general.

● Operated a desktop computer to access Microsoft Office 365 and all Microsoft applications, maneuvered between phone calls, and printed the proper documents to be mailed to patients, doctors, and schools.

● Proofread and edited official documents and policies.

● File and maintain reports for managers regularly. Major Achievements:

● Mastered onboarding and offboarding process within six months of employment APRIL 2015 - JANUARY 2019

Speech for Kids, Atlanta, GA

Office Assistant

● Maintain appointments for all new and established patients.

● Monitor any physician and patient schedule changes and/or cancellations to adjust the schedule to reflect changes promptly.

● Assist patients in completing patient registration forms update patient data such as address or insurance changes.

2

● Purchase and manage office supplies and perform photocopy and runner duty.

● Receive, sort, and deliver division mail. Handle outgoing mail for the division.

● Operated photocopy, fax machine as well as desktop computer.

● Answer incoming phone calls to the division’s main line, evaluating the caller’s need and either assisting the caller directly or transferring the caller to an appropriate state member.

● Maintained office files and folders; Obtain data from customer service regarding calls/emails

● Reorganized office administration procedures – increased overall efficiency by 20%. MARCH 2011 - APRIL 2015

Disability Adjudication Services, Stone Mtn, GA

Program Assistant

● Receive, sort, and deliver division mail. Handle outgoing mail for the division.

● Operated photocopy, fax machine as well as desktop computer.

● Answer incoming phone calls to the division’s main line, evaluating the caller’s need and either assisting the caller directly or transferring the caller to an appropriate state member.

● Maintained office files and folders; Obtain data from customer service regarding calls/emails in Microsoft Office.

● Do data entry depending on what is received back from doctors; Handle sending letters to customers and retrieving data; occasionally look up sites using Google Maps and Google in general.

APRIL 2006 - FEBRUARY 2011

Cardiac Specialist, Atlanta, GA

Administrative Medical Assistant

● Answer phones, greet and help patients with queries, and resolve fundamental concerns.

● Operated a desktop computer to access claimant records, maneuvered between phone calls, and printed the proper documents to be mailed to patients, doctors, and schools.

● Maintain appointments for all new and established patients.

● Monitor any physician and patient schedule changes and/or cancellations to adjust the schedule to reflect changes promptly.

● Assist patients in completing patient registration forms and updating patient data such as address or insurance changes.

● Occasionally accommodates coverage for the PBX or medical records during lunch periods or when immediate assistance is needed.

● Proofread and edited official correspondence.

● File and maintain reports for managers regularly.

● Purchase and manage office supplies and perform photocopy and runner duty.

● Reorganized office administration procedures – increased overall efficiency by 20%.

● Verified information on filing accurately, which significantly decreased processing time.

● It improved the appointment schedule reporting system and scheduling procedures. 3 Education

FEBRUARY 2022 - Present

Capella University, Online – Business Administration (Human Resources) Training Business Administration

OCTOBER 2005 - JUNE 2006

Everest Institute, Atlanta, GA - Medical Assistant (Administrative) Trained as an Administrative Medical Assistant in clerical/front-office and back-office duties.

● President’s list (Consecutively thru duration)

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