Support Specialist Customer Service
Resume:
SHARON
HOWARD
Washington, DC *****, USA
***************@*****.***
PROFESSIONAL SUMMARY
Dynamic Administrative Support Specialist with proven expertise in claims processing and financial reconciliation at the Department of Labor. Adept at document management and event coordination, I excel in delivering exceptional results while fostering strong client relationships. My proactive approach and software proficiency ensure efficient operations and successful project outcomes.
SKILLS
Document management
Claims processing
Financial reconciliation
Software proficiency
Event coordination
EXPERIENCE
Administrative Support Specialist
Department of Labor Maryland, Suitland
July 2024 - Current
Located requested information for different topics by conducting physical or digital searches.
Delivered range of basic and advanced clerical support for daily and special project needs.
Handled vendor invoices, verifying coding, reconciling purchase orders and documenting approvals in [Software].
Coordinated logistics for successful conferences, meetings and special events.
Customer Service Manager
District of Columbia Safeway Washington, DC
April 2022 - June 2024
Greet customers in a friendly and professional manner.
Process customer transactions accurately and effectively using cash registers and point of sale (POS) systems.
Handle cash, credit, debit card, money order and western union transactions.
Maintain knowledge of current sales and promotions and assist customers with product inquiries.
Answer phone calls and direct inquiries to the appropriate department.
Assist with stock replenishment and maintain a clean and organized front end.
Provide assistance to customers with returns, exchanges, and refunds.
Ability to work in a fast-paced environment while maintaining attention to detail, and providing excellent customer service.
Claims Examiner
District of Columbia Office of Risk Management Washington, DC
April 2020 - December 2021
Receives first notices of workers who are injured within the district and investigates claims to determine an injured worker's entitlement to Workers' Compensation benefits.
Collects supporting data and analyzes information to make decisions regarding appropriateness of billing, and treatment plan.
Research electronic files for source documentation used to determine claim status or issues as needed or requested.
Schedule appointments and follow-up on progress and possible Maximum Medical Improvement (MMI) target date.
Arrange pickup for appointments to and from appointments or surgery if needed.
Contact 24hr 3-point to Employee, Supervisor, and HealthCare Provider w/ recorded statements for all incoming claims medical and lost time.
Administers indemnity and medical benefits for valid Workers' Compensation claims. Manages a caseload of claims from inception to closing or settlement.
Attends agency claim review sessions and assist in trials and claims mediation session.
Refers to the medical advisor, by memorandum, those cases which require clarification of conflicting medical opinions and those cases in which is necessary to secure an opinion.
Receives and evaluates all medical evidence, reports, and medical documents. Develops facts and evidence for evaluating conflicting statements or allegations.
Maintains tracking system and files for open and closed claims. Communications claims activity and processing with the claimant and the client; maintains professional client relationships.
Claims Assistant
District of Columbia Office of Risk Management Washington, DC
August 2019 - April 2020
Provided support to the claims personnel and performed various administrative tasks such as answering and initiating telephone calls, setting up medical appointments, preparing documents, processing mail, handling of physical files, faxing, photocopying and providing customer service to DC Government employees who sustained a work-place injury.
Customer Service Specialist
District of Columbia Department of Human Resources Washington, DC
April 2015 - July 2019
Responded to, directed, and resolved over 1,000 calls monthly regarding the Department's programs and services.
Assessed and resolved customer inquiries and issues (via phone, email and chat). Escalated to the next level of service within the appropriate area.
Assisted individuals and directed them to the appropriate department
Analyzed data/information from callers to determine urgency and action needed to respond to concerns
Gathered, researched and investigated data to assess statuses and needs
Customer Service Supervisor
Allstate Insurance Company Washington, DC
October 2013 - March 2015
Assisted customers by telephone/in-person to provide information about products and services. Served as intake representative for new orders, account cancellations, and complaints.
Prepared, resolved and reconciled account billing matters including refunding money and referred unresolved matters to appropriate departments for further investigation.
Determined and assessed charges for requested services, collected deposits and payments
Completed contract forms, performed change of address record updates, issued service discontinuance orders
Branch Administrator
Long & Foster Real Estate Fort Washington, MD
August 2011 - August 2013
Supervised administrative personnel and customer service employees to ensure adherence to quality standards, deadlines by correcting errors, and ensured proper procedures were followed.
Provided guidance to employees on handling difficult and/or complex problems.
Assisted in resolving escalated complaints or disputes.
Answered and resolved customer complaints regarding policies and procedures
Implemented corporate or departmental policies, procedures and service standards in conjunction with management
Evaluated and discussed employee's job performance and identified solutions to improve performance
Trained and instructed employees in job duties and company policies. Coordinated and arranged training, as needed
Reviewed records and/or reports pertaining to activities such as production, payroll, and work performance measures.
Administrative Assistant
B&B Floor Services Capitol Heights, MD
January 2009 - August 2011
Performed general administrative duties such as answering telephones and providing information to callers, screening and transferring calls to appropriate individuals.
Created, maintained, and entered information into databases
Documented and copied of correspondence to prepare for sales orders and meetings
Set up and managed filing systems, recording information, kept paperwork current while maintaining attendance records
Operated office equipment, such as fax machines, copiers, phone systems and arranged for repairs as equipment malfunctioned
Maintained and scheduled appointments for clients, customers and supervisors
Served as lead for calendar management. Completed order forms in accordance with company procedures
Legal Secretary
Loewinger & Brand Washington, DC
October 2003 - December 2008
Prepared and processed legal documents and related-paperwork such as summons, subpoenas, complaints, appeals, motions, and pre-trial agreements.
Mailed, faxed, and coordinated delivery of legal correspondence to clients, witnesses, and court officials
Received and placed telephone calls on behalf of the firm.
Scheduled and managed appointments
Organized and maintained law libraries, documents, and case files
Performed general office duties such as photocopying of correspondence, documents, and other matters
Assisted attorneys with collecting information such as employment, medical, and other records from clients
Completed various forms, such as trial and courtroom requests, and applications for clients
Prepared, distributed, and reconciled invoices for billable clients regarding expenses
EDUCATION
Diploma
McKinley Tech High School, 151 T Street NE
June 1991
LANGUAGE
Englishaspose_nerdinfographic_0_4.5
Advanced
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