Resourceful Customer Service & Housing Specialist Resume
Resume:
Bonnie Jones
Applicant of many skills & Experience
Lynn, MA. 01902
***********@******.***
Professional Summary
I'm resourceful in the Customer Service field, showing patience and empathy. I’ve worked in Housing, Management, Human Services, Law, Disability, MassHealth, and Medicare. I have computer skills in Microsoft, Teams, Power Point, and Excel. While utilizing my problem-solving skills, I enjoy what I do. I'm very detail-oriented, with prioritizing and organizing skills. I'm responsible and reliable; my work ethic has never been disappointing, I would be considered an asset, and a great team player. Work Experience
Intake Specialist/Personal Assistant
Montiero Law Firm - Boston MA
June 2016 to November 2025
• Attorney semi-retired; I'm working part-time currently.
• I prepared a daily schedule with clients for Atty Monteiro.
• I communicated with all Mass courthouses & staff.
• Booked travel for Monteiro & clients.
• Managed Monteiro's calendar for all the courts in MA.
• Audited the filing preparation of legal motions.
• Completed inbound/outbound calls while processing new clients.
• I processed the client's private & state invoices.
• I Researched Federal & State Laws.
• Interviewed clients, witnesses, & all new intakes.
• Communicated with clients regularly and provided updates on their cases.
• I managed all documents to be filed in the courts, hospital, and private facilities.
• I traveled to Mass facilities to intake new clients & witness statements.
• I worked with criminal, immigration, personal injury, and family probate cases.
• I utilized Microsoft Excel, Word, and Teams.
• I spent a significant amount of time utilizing my customer service skills in this role. Housing Stabilization Specialist PART-TIME
Pine Street Inn - Boston, MA
March 2023 to August 2024
• I managed a caseload of 14 individuals.
• I worked closely with clients experiencing housing instability.
• I offer support, resources, and guidance in securing suitable housing.
• I educated my clients on budgeting & being responsible for all appointments.
• I would assist my clients in filling out applications.
• I would assist with any issues with the client and landlords.
• I stayed involved in my client's journey to stable living for 12 months.
• I would always go over any bills, appointments, mail, and anything needed.
• I stayed in touch with family members if they had any questions.
• I have experience working with clients with disabilities. Sr. Member Service Representative (Temporary Position) Harvard Pilgrim Health Care - Quincy, MA
July 2021 to November 2022
• Assisted members with their HMO, PPO, ACO, and MCO Accounts.
• Processed applications via phone for Medicare & Medicaid Enrollment.
• Processed claims reports and Pre-authorization request forms.
• Updated members' benefit plans, profiles, and pharmacy benefits.
• Processed all documents, emails, and requests for missing information.
• Assisted with/information regarding co-pays, deductions, and premiums. .
• Contacted members regarding elevated issues.
• Managed complex issues, complaints, calmly, and effectively.
• I educated members to help them understand what benefits they might need. Intake Coordinator
Lynn Shelter for Young Women - Lynn, MA
September 2013 to June 2016
• Processed new & potential applicants in person & via phone.
• Managed 27 families.
• Reviewed health insurance eligibility.
• Processed all application information in a timely manner.
• Verified applicant's health insurance options and assisted with applications.
• Checked references and gathered medical records.
• Assisted with employment research and job interviews.
• Met with clients twice a month until they complete the program.
• Prepared invoices for payment & claims.
• Collected past due rent from rental clients.
• Conducted tours of the home to future investors.
• Assisted clients with identifying schools and doctors for their children.
• Processed DTA applications, social security, disability, and Snap.
• Conducted weekly "positive" group meetings with the families.
• Provided referrals to medical, legal, and state-issued programs. Call Center Rep/Team Lead Returns/Accounts Payables Johnny Appleseeds - Beverly, MA
July 2008 to August 2013
Call Center Representative
• Processed orders in the call center for the first 3 years.
• Updated customer personal and banking information
• Processed credit card applications.
• Processed both online and mail orders.
• Processed checks, prepared deposit documents for mail orders.
• I took 40-60 complex customer service calls.
Team Lead-Returns Department
• Managed a team of 16 return processors.
• Approved returns and credited customer accounts.
• Tracked customer's returns and prepared daily reports.
• Approved time off requests and scheduling.
• Conducted annual reviews for my team.
• Prepared weekly reports on FedEx, UPS, USPS debit & credits.
• Oversaw complex calls and vendor complaints by phone or email. Accounts Payables
• Processing and verifying invoices.
• Managing payments to Vendors.
• Reconciling vendor accounts.
• Payment management.
• Collections for the past due credit card payment in-house.
• I handled all the Vendor calls for backorders.
• Record keeping.
• Entered invoices for 150-300 Drop Ship orders daily Education
High school diploma Shaw Prep
Private School-Boylston, MA
September 1982 to May 1984
Skills
• HIPAA (10+ years)
• Troubleshoot/Problem-solve
• Time management
• Accounts Payables
• Mass Health and Government programs (4 years)
• Remote work experience (5years)
• Medicare
• Microsoft Office & word
• Appointment scheduling
• Account Receivables
• Computer skills
• Calendar management
• Medicare Enrollment (2 years)
• Microsoft Excel/Outlook
• Customer service
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