Administrative Support Specialist with 4+ Years Experience
Resume:
Porchue Walker
Lancaster, TX *****
***.***********@*****.***
Professional Summary
Administrative professional with more than 4 years of experience. Dynamic multi-tasker and organizer from filing systems to schedules. A motivated administrative professional seeking a position in a challenging environment, successfully providing administrative and secretarial support. Proficient in a range of computer applications. Well-developed communication and customer service skills. Performed administrative and office support activities for supervisors which includes complex and confidential projects.
Authorized to work in the US for any employer
Work Experience
Customer Service Associate
Artech Information Systems L.L.C.-Dallas, TX
October 2023 to Present
Massachusetts Health Connector
• Researching and resolving member questions and issues using multiple online tools and systems.
• Documenting all work including completed tasks and notes in an online CRM tool
• Reviewing and analyzing member paperwork, forms, and activity within multiple online tools and systems.
• Collaborating with internal teams to research and resolve issues for Health Connector members.
• Collaborating with external third-party teams to resolve issues for Health Connector members.
• Answering member questions as needed
• Assist members with the application and enrollment process.
• Assist members in navigating the insurance process by presenting information in a clear and concise manner.
• Assist members process payments, access and/or create member accounts.
• Participate in the quality assurance process and periodic refresher trainings.
• Track and monitor the status for open request using multiple online tools and systems. Customer Service Representative
Tata Consultancy Services (TCS)/ TransAmerica Life insurance-Plano, TX April 2022 to September 2023
Insurance Customer Service Representative Responsibilities/Duties
• Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
• Demonstrate accuracy in processing client policy modifications based on the data given
• Verify new customers coverage and present policyholders with proof of insurance paperwork
• Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
• Stay up-to-date on new marketing efforts to answer insurance product inquiries utilizing all the resources available
• Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved.
• Assisted team leads and supervisors in team chat when other CSR’s needed help with customers. Customer Service Representative (Remote)
Navient/Gila-Dallas, TX
June 2020 to April 2022
The Customer Service Representative position(CSR) builds professional rapport and provides excellent customer service to all inquiries including, but not limited to, EZ Pass fulfillment, creating and updating accounts, payment plans, and standard violation resolution. Handles heavy phone, traffic. I maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. In this position I’m required to meet defined quantitative and qualitative performance targets to maintain operational standards. The CSR increases and maintains expert knowledge of Riverlink products and services and is expected to keep up-to-date with policy, procedural, and product updates.
• Establishes professional and friendly rapport with customers by responding quickly and accurately to all inquiries regarding account activity, transponder fulfillment, and standard violation resolution
• Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.
• Reconciles payments, riverlink local, EZ Pass transponders, and prepares end-of-day reports as specified per section.
• Builds expert and dynamic knowledge of Riverlink products and services; keeps abreast of all procedural and product updates and implementing as directed.
Customer Service Representative/Call Center
Navient/Duncan solutions/NTTA-Irving, TX
October 2019 to June 2020
Assisted customers with opening self managed accounts, collected payment as well as receive and place telephone calls to customers about accounts to help maintain solid relationships with customers by answering questions and concerns de-escalated volatile situation with customers with speed and professionalism.
• Managed customer accounts
• Resolved customer issues
• Worked in the inbound call center
Administrative Assistant
El Centro College-Dallas, TX
March 2015 to October 2019
Demonstrated knowledge and experience providing administrative support to an organization and/or department. Thoroughly understands the organizational structure and services provided by various stakeholders and constituents. Proven ability to comply with program services, policies, procedures, laws, and regulations of El Centro College. Exemplified the importance and practice of discretion and judgment in decisions concerning the sharing of privileged/confidential information. Efficiently set up complex meetings and effectively resolve scheduling conflicts or other issues, created and distributed correspondence, memos, letters, faxes and other documents/forms; submitted and reconcile d expense reports. Demonstrated the ability to build solid professional relationships across multiple levels of the organization and liaise with other departments, personnel and external business entities from diverse environments during the summer bridge and text-prep summer programs. Education
ASSOCIATES DEGREE in BUSINESS MANAGEMENT
El Centro College - Dallas, TX
May 2015
DIPLOMA
TEXAN CAN ACADEMY - Dallas, TX
May 2006
Skills
• Team management
• Negotiation
• English
• Computer skills
• Office Management
• Coordination
• Customer service
• Time management
• Typing
• Organizational skills
• Active Listening
• Communication skills
• Reading Comprehension Initiative Oral and Written Comprehension Customer Service Social Perceptiveness
• Microsoft Excel
• Account management
• Attention to Detail
• Leadership
• Live chat
• Microsoft Word
• Microsoft Office
• Account Management
• Administrative Experience
• Analysis skills
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