Seasoned Customer Service & Administrative Professional

LORA KELSEY

Springfield, IL • ******************@*****.***

Customer Service Conflict Resolution Administrative Support PROFESSIONAL SUMMARY

Customer service professional with 25+ years of experience in conflict resolution, claims processing, and client support across healthcare, finance, and government sectors. Proven ability to improve customer satisfaction, resolve complex issues, and maintain accurate records. CORE COMPETENCIES

Customer Relations Conflict Resolution Records Management Claims Processing Scheduling Bookkeeping

Vendor Communication Data Entry Administrative Support PROFESSIONAL EXPERIENCE

Office Assistant

T17 Breakroom — Springfield, IL Oct 2025 – Present

• Greet and check in clients in a professional manner

• Answer phones and manage customer inquiries

• Schedule appointments and coordinate room usage

• Handle room setup and cleanup

• Perform light bookkeeping and maintain records

Conversion Customer Support

CCH Wolters Kluwer Sep 2021 – Oct 2024

• Supported accounting professionals with software conversions

• Guided clients through tax return processes

• Maintained accurate call logs and records

Eligibility Determination Clerk

DSN Feb 2020 – May 2020

• Processed eligibility guidelines and documentation

• Managed case files and records

Associate Accountant

DXC Technology Oct 2017 – Sep 2019

• Handled bookkeeping and financial transactions

• Communicated with vendors and resolved payments

Claims Examiner

Blue Cross Blue Shield Feb 2017 – Jul 2017

• Reviewed and processed insurance claims

• Ensured compliance and accuracy

Client Service Representative

H&R; Block Jan 2015 – Apr 2016

• Provided customer service and financial support

• Managed cash and reports

Administrative Assistant / Bookkeeper

Lewis & Associates 2008 – 2014

• Managed payroll and bookkeeping

• Coordinated scheduling and records

Legislative Assistant

Illinois House of Representatives 2007 – 2008

• Conducted research and managed communications

• Handled confidential information

EDUCATION

Wright Business School — High School Diploma / GED

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