Administrative Specialist with 19+ Years Experience

JESSICA RYAN

727-***-**** • **********@*****.*** • LARGO, FL

Summary

Customer Service Specialist with over 19 years of professional experience in high-volume administrative and client-facing environments. Expert at managing Technical Troubleshooting and Information Security protocols while adhering to strict Internet Connectivity Requirements for remote operations. Proven track record of using Call Tracking systems to Resolve inquiries and De-escalate concerns efficiently to maintain brand loyalty.

Professional Experience

Office Manager April 2018 – May 2025

MAGNET LURES, LARGO, FL

Resolve complex customer inquiries regarding billing and shipping, ensuring first-call resolution and high satisfaction scores while managing rapid order processing.

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Track client interactions and orders using a centralized database system, maintaining accurate records with a typing speed exceeding 25 WPM on Windows OS.

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Upsell additional products and services during client intake calls, leveraging product knowledge to increase average transaction value and drive Sales revenue.

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Maintain rigorous Information Security standards for all business mailings and sensitive client financial data to prevent unauthorized access or data breaches.

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Rheumatology Office Coordinator November 2004 – February 2017 ALL CHILDREN'S (JOHNS HOPKINS) HOSPITAL, ST. PETERSBURG, FL De-escalate patient concerns regarding medical billing and insurance verification by providing supportive, growth-oriented communication and timely issue resolution.

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Utilize Microsoft Excel and specialized practice databases to Track patient data and practice metrics, ensuring efficient administrative workflows and data integrity.

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Perform Technical Troubleshooting for office hardware and inventory management systems to ensure 100% uptime for patient care operations and staff coordination.

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Communicate with diverse stakeholders to ensure efficient practice operations while strictly adhering to Information Security and HIPAA compliance standards.

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Additional Skills

Customer Relations & Sales: Client Relationship Management, Customer Service, De-escalation, First- Call Resolution, Sales, Upselling

Technical & Operations: 25 WPM Typing, Call Tracking, Database Management, Internet Connectivity Requirements, Microsoft Excel, Technical Troubleshooting, Windows OS Security & Compliance: Data Privacy, HIPAA Compliance, Information Security, Insurance Verification, Medical Billing and Coding

Languages

• English - Native/Bilingual

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