Customer-Focused Administrative Professional

Katrese S. Scott

***** ********** **, *********, ** 28262

Phone: 980-***-****

Email: **********@*****.***

Summary

I am seeking a challenging career in a progressive organization where I can utilize my exceptional skills, multi-tasking abilities, and education in business management. I am detail-oriented and customer- focused, with a proven track record in providing exceptional clerical and administrative support. I have become adept at managing multiple tasks, organizing confidential information, and ensuring seamless office operations. I’m eager to contribute efficiency and professionalism to your team. Education

Bachelor of Science in General Management

Delaware State University, Dover, DE

December 2010

Professional Experience

Remote Patient Service Coordinator

OrthoCarolina

February 2024 - Present

• Manage patient appointments, scheduling, and rescheduling as necessary to optimize clinic efficiency and patient satisfaction.

• Provide exceptional customer service to patients, addressing inquiries, concerns, and requests with empathy and professionalism.

• Coordinate patient referrals, ensuring timely communication with healthcare providers and specialists.

• Maintain patient records and ensured accuracy and compliance with HIPAA regulations.

• Collaborate with healthcare providers, nurses, and administrative staff to facilitate patient care and support.

• Conduct insurance verification and obtained pre-authorizations for medical procedures and services.

• Assist with billing inquiries, insurance claims, and payment processing as needed. Remote Customer Experience Professional

Lowe’s

February 2022 – February 2024

• Delivered exceptional customer service by understanding customer needs and providing tailored solutions.

• Efficiently navigated multiple computer systems to access customer information and order history.

• Collected and processed customer information to facilitate new orders and resolve inquiries.

• Served as a liaison between stores and customers, ensuring seamless communication and satisfaction.

• Entered accurate data into templates and maintain detailed call notes for record-keeping purposes.

• Assisted customers by addressing questions and resolving issues related to their orders.

• Provided comprehensive information on products, offerings, pricing, and services to enhance customer understanding.

• Educated customers about Lowe’s products and services through various communication channels.

• Familiarized customers with Lowe’s Pro and business accounts, offering tailored solutions to their needs.

• Directed customer calls to the appropriate channels, ensuring timely and efficient resolution.

• Cultivated personal connections with customers to establish rapport and enhance overall customer experience.

Remote Service Center Representative

Sedgwick Claims Management Services

October 2020 – February 2022

• Listened to caller’s needs or issues and provide helpful solutions to their problems.

• Utilized multiple databases to access claim information.

• Completed intakes for new claims.

• Acted as a liaison between claim examiners and callers.

• Provided service to callers regarding claims for multiple lines of business.

• Provided detailed claim notes on all calls.

• Followed client specifications in assisting with questions and solving problems related to the claims application and servicing processes.

• Educated and inform the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.

• Educated claimants/callers on client requirements and benefit plans, documenting all required details of the call in a concise professional manner.

• Entered verbal and written application information that meets both the internal and external customer's requirements accurately into the claims management system.

• Directed customer calls to the appropriate contact at multiple locations or escalate to Service Center Specialist/management as needed.

A Registered Agent, Inc.

Incorporation Specialist/Customer Service Representative Dover, DE

July 2018 – July 2020

• Proficiently managed the filing of corporate documents through The Integrated Corporation Information System (ICIS), ensuring accurate submissions of Formations, Uniform Commercial Codes (UCC), Reinstatements, Amendments, and Qualifications, among others.

• Facilitated the seamless filing of domestic and foreign annual reports for corporations, along with the prompt payment of yearly franchise taxes across various entity types.

• Ensured ongoing compliance for client entities by filing annual reports and conducting proactive compliance checks.

• Delivered exceptional customer service by promptly and courteously responding to calls and emails, assisting clients and prospective clients with inquiries and concerns.

• Maintained detailed Excel spreadsheets to efficiently track virtual office information, ensuring organized and accessible records.

• Implemented a systematic approach to track new clients by pulling reports weekly, aiding in effective client management and business growth.

• Provided virtual office services to clients through clear and professional email communication, ensuring their needs were met efficiently.

• Demonstrated strong teamwork skills by collaborating effectively with professional colleagues, fostering a collaborative and goal-oriented work environment.

• Actively participated in the training of new employees, contributing to their successful onboarding and integration into the team.

Cogency Global Inc.

Client Service Specialist

Dover, DE

June 2016 – June 2018

• Filed corporate documents through a web-based application referred to as The Integrated Corporation Information System (ICIS), including Formations, Uniform Commercial Codes (UCC), Reinstatements, Amendments, and Qualifications.

• Handled filing of domestic or foreign annual reports for corporations and advanced payment of yearly franchise tax for all entity types.

• Retrieved documents in ICIS such as Certificates of Good Standing and Certified Copies.

• Conducted UCC and Federal Tax Lien searches through ICIS.

• Assisted clients by processing orders, resolving any issues, and handling requests for assistance.

• Reviewed legal documentation to ensure that there were no existing errors or typos that would impede the filing process.

• Compiled and generated spreadsheets using Microsoft Excel to capture key data related to company filings.

• Managed orders while prioritizing and efficiently managing multiple assignments and utilizing multiple screens.

• Handled complex problems while working with clients to ensure all discrepancies were resolved quickly and efficiently.

Delaware State University Mailroom

Mailroom Supervisor

Dover, DE

March 2015 – June 2016

• Assisted with the interviewing process and hiring of staff.

• Responsible for receiving, tracking, and securing all incoming money.

• Maintained inventory of material supplies including standard forms, envelopes, copy paper, etc.

• Reviewed and approved timecards for mailroom staff.

• Oversaw large copy jobs.

• Helped coordinate and motivate mailroom staff.

• Assisted with annual performance evaluations of mailroom staff.

• Implemented and tracked the budget in an accurate and timely manner.

• Assisted with training and the implementation of training programs. Playtex/Energizer via Barrett Business Services

Quality Services Laboratory Administrator

Dover, DE

April 2011 – March 2015

• Conducted data entry of information in Microsoft Access and Excel.

• Drafted, reviewed, and managed policies and procedures for the testing lab.

• Updated Microsoft Excel spreadsheets and generated reports.

• Prepared and managed correspondence, reports, and documents.

• Organized and coordinated meetings, conferences, and travel arrangements.

• Typed and distributed minutes for meetings.

• Maintained schedules and calendars.

• Handled incoming mail and other material.

• Set up and maintained filing systems.

• Set up work procedures.

• Communicated verbally and in writing to answer inquiries and provide information.

• Operated office equipment and managed office space. Summary of Qualifications

Skills include proficiency in the use of Microsoft Word, PowerPoint, Access, Publisher, Salesforce Teams, Outlook, and Excel, typing 40 wpm, and North Carolina Insurance Producer License. Key Skills:

• Communication: Excellent verbal and written communication skills; able to compose and proofread various documents.

• Organization: Strong organizational skills, ensuring efficient filing systems and office operations.

• Customer Service: Customer-focused approach, providing excellent service to customers, staff, and visitors.

Key Achievements:

• Streamlined the corporate filing process, resulting in increased efficiency and reduced processing time.

• Received positive feedback from clients for exceptional customer service, leading to increased client satisfaction and retention.

• Contributed to the successful onboarding of new team members, ensuring a smooth transition and integration into the company culture.

• Licensed in Life Insurance Sales

Professional References: Available upon request

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