Administrative & Client Services Specialist
Resume:
Sue Ricketts
Holt, MI *****
*********@*****.***
Professional Summary
To obtain a challenging position within an organization that allows for growth and the ability for me to utilize my call center and customer service experience to contribute to the efficiency of an office. Ability to grasp new ideas and integrate them into desired results. Able to handle challenges, with proven history of increased productivity. Able to prioritize and operate proactively. Easily understand and solve technical problems. Enjoy working as a team member as well as independently. Extensive experience in customer service. In-depth knowledge of computers as well as a multi phone line system.
#readytowork
Authorized to work in the US for any employer
Work Experience
Administrative Assistant
William Fisk/ Northwestern Mutual-Grand Rapids, MI March 2024 to Present
Scheduling client meetings. Prepping for client meeting. Assist clients rather it be through phone or emails. Assist with investment trading. Assist with opening of investment accounts for both brokerage and advisory IRAs, TODs, ROTH IRA, and 529 college accounts. Sending ACH's once investment trades have been processed. Assist with helping clients with their insurance billing accounts long-term, care disability and term accounts. Electronic filing of client documents and scanning documents. Client Services Lead
Fibertec Environmental Services-Holt, MI
April 2023 to March 2024
Leading a team of employees. Help with the hiring process as well as training them on day-to-day activities. Reviewing reports, answering phones, responding to emails, ordering equipment and supplies. Project managed a client. Reviewed and sign off of client projects to make sure it was logged in correctly. Write up of employee annual reviews and evaluations. Client Service Representative
Fibertec Environmental Services-Holt, MI
June 2020 to April 2023
Review reports and lab data. Making sure the report is in the correct units. Reviewing the chain of custody and report to make sure that dates and descriptors all match to what is on the report. Enter additional analysis into the LIMs system. Submit supply orders for clients for sampling events. Assisting clients rather it be through email or phone. How to project manage some clientele. Customer Support-Lead
Maximus-Lansing, MI
December 2018 to May 2020
Assist counselors with questions relating to the calls that they are taking. Documenting daily statistics and figuring hours worked for time sheets. Evaluating calls that counselors took for Quality Assurance purposes. Monitoring performance of team members. Providing mentoring and coaching of assigned team members. Handling escalated calls from clients. New Employee Trainer and Mentor
Maximus-East Lansing, MI
September 2016 to May 2020
Assist with helping new employees learn the requirements and day-to-day operations of the call center, so they can perform their job duties
Customer Support
Maximus-Lansing, MI
June 2017 to December 2018
Answering phones in an inbound call center. Assist Beneficiaries with benefits that they have with the State of Michigan. Assist with address change and other case information updates. Assist beneficiaries with outside resources to help with their needs. Assist with welfare and provider fraud reports. Assist with transferring to the appropriate specialist or department. Assist beneficiaries with what benefits are available through the state of Michigan and how to apply for those benefits. Assist with answering lead line calls to answer questions for other representatives. Customer Service Representative
Maximus/ Michigan Enrolls-Lansing, MI
2016 to June 2017
Answering phones in an inbound call center. Assist Beneficiaries with benefits that they have with the State of Michigan. Assist with address change and other case information updates. Assist beneficiaries with outside resources to help with their needs. Assist with welfare and provider fraud reports. Assist with transferring to the appropriate specialist or department. Assist beneficiaries with what benefits are available through the state of Michigan and how to apply for those benefits. Residential Care Associate. Medical Technician
Brookdale Senior Living-Lansing, MI
2013 to 2016
Assist residents with daily grooming and bathing. Service the residents with medical conditions that require assistance at meal times. Keep the residents rooms clean and vacuumed. Wash and Dry the residents Laundry.
Production Team Member
Volunteers of American-Lansing, MI
2009 to 2013
My duties include the sorting of donations and pricing of all donations. Keep store clean and organized. Assist customers with questions when on the sales floor.
(externship)- Medical Billing
Source Billing Concepts
2012 to 2012
1. My duties included but were not limited to: Patient billing. Cross referenced and verified bills posted. Checked the demographics of patients. Enter new patients into the database with customer information and insurance billing information. Placed follow-up calls to insurance customers on behalf of company to check on status of the claims submitted.
Delivery Driver
Lansing State Journal-Lansing, MI
2005 to 2010
Delivery of the newspaper to the subscribing customers on the route. Customer Service Representative
Quality Dairy Company-Lansing, MI
1999 to 2006
Maintain and balance cash drawer. Balance and maintain incoming cash vault for the store. Inventory & product ordering, cleaning, stocking, customer service including transactions. Handled customers with concerns and complaints. Loss and Prevention. Balance daily deposits including the balancing of lotto sales & instant ticket sales.
Automated Teller Specialist/ Customer Service Representative Capital Area School Employees Credit Union-Lansing, MI 1994 to 1998
My duties included the daily balancing and reconciling of the ATM machines for the main office. Maintain and verify daily ATM deposits and withdrawals. Maintain the cash ordering for ATM machine. Create new ATM cards for all credit union members. Maintain and balance daily deposit reports. Process and investigate ATM disputes and fraud. Correspond and coordinate with outside vendors. Perform collection of daily negative membership accounts. Process daily financial transactions via telephone as well as present lobby customers. Maintain and balance cash drawer. Cross sold products and services. Perform annual collection fees regarding membership safety deposit boxes. Maintain cash ordering and balance the main center cash vault. Maintained proper flow of lobby traffic. Answering and transferring of calls though a multi phone line system.
Education
Associate in Medical Biling
Lansing Community College-Lansing, MI
2010 to 2012
Diploma
J.W. Sexton High School-Lansing, MI
1995
Skills
• Customer Service
• Environmental Services
• Credit Union
• Word
• Microsoft Excel
• Insurance Verification
• Outlook
• CSR
• Call Center
• Medical Billing
• Medical Coding
• Medical Terminology
• Multi-line Phone Systems
• Outlook express
Certifications and Licenses
driver's license
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