Senior Remote Administrative & Customer Support Specialist

Sarah Rice

Saint Paul, MN 551**-***-*** **** ************@*****.***

Professional Summary

Customer Support and Administrative Specialist with senior-level experience in remote settings, healthcare support, and financial services. Skilled in handling high-volume calls, accurate documentation, and maintaining strict compliance with privacy regulations. Experienced in multi-system navigation, managing physician orders, and supporting both front-line and back-office operations. Seeking to leverage administrative and healthcare expertise to deliver efficient support and help meet organizational goals.

Core Remote Skills

• Further Skills: Microsoft Office, Medical Terminology, Medical Records, Data Entry, Banking Experience, Internet Research, multi-systems, Multi-tasking, Call Center, Customer Focus, Customer Support, Customer Service, Cash Control, HIPAA, Customer Needs Analysis

• Skills: Customer service & client support, Written and verbal communication, Remote collaboration & virtual professionalism, Multisystem navigation & data entry, Documentation accuracy & compliance, Problem solving & conflict resolution, Time management & self direction, Active listening, Microsoft Office Suite, CRM tools, EMR systems

Professional Experience

Bremer Bank Nov 2020 - Jul 2023

Customer Support Representative (Remote Capable) Lake Elmo, MN

• Managed approximately 200 inbound calls daily using the company’s CRM system, maintaining professionalism and 99% documentation accuracy, which contributed to a 5% increase in customer satisfaction scores

• Provided accurate information regarding products, services, and account-related inquiries, answering customer questions efficiently and improving overall satisfaction.

• Consistently exceeded productivity and quality metrics in a high volume environment.

• Maintained strict confidentiality and safeguarded sensitive financial information, ensuring 100% compliance with banking privacy regulations

• Resolved customer inquiries using active listening and problem-solving skills, escalating complex issues to the appropriate department and improving first-call resolution rates.

Wells Fargo (via Robert Half) Jan 2020 - Jul 2020

Executive Office Escalated Complaints Analyst I Shoreview, MN

• Researched and resolved escalated customer complaints using company policies, procedures, and regulations, leading to timely case closures and improved customer satisfaction.

• Ensured accurate reporting and documentation with Microsoft Office and EMR systems, maintaining full compliance with federal requirements and passing internal audits

• Handled inbound and outbound customer communication to efficiently address account-related questions and provide professional written follow-up.

• Produced professional written summaries and reports aligned with brand and compliance standards, including remediation recommendations to help supervisors make informed decisions.

• Worked independently to meet strict deadlines, ensuring all tasks were completed accurately and on time while upholding brand and compliance standards. Senior Home Health Care May 2017 - Nov 2018

Office Administrative Assistant Bloomington, MN

• Managed physician orders and uploaded documentation within state and federal timelines.

• Designed and generated custom departmental reports in Microsoft Excel, helping managers track key performance metrics and make informed decisions.

• Handled 100+ calls per day using a multi line phone system with professionalism and empathy.

• Collaborated with cross department teams including nursing, billing, and compliance.

• Supported billing reconciliation, compliance tracking for regulatory bodies, and new hire systems training, resulting in improved billing accuracy and faster onboarding for remote staff.

Multiple Agencies Jul 2011 - Mar 2026

Personal Care Assistant (PCA) Saint Paul & Brooklyn Park, MN

• Supported clients with daily living activities, medication administration, and wound care, helping them maintain better health and reduce hospital visits.

• Provided behavioral support using individualized care plans, assisted with hygiene routines, and delivered comfort care, which enhanced client wellbeing and reduced anxiety levels

• Managed household tasks such as grocery shopping, budgeting, and home organization at the client's direction, ensuring a safe and comfortable environment that promoted client independence.

• Demonstrated reliability and empathy by consistently communicating clearly with clients and remote teams, which built trust and improved satisfaction with support services

CVS Pharmacy Nov 2014 - Dec 2015

Shift Supervisor Saint Paul, MN

• Supervised daily store operations and a team of staff, coordinated schedules, and maintained smooth workflow to consistently meet opening-time targets.

• Ensured HIPAA compliance and upheld service standards by consistently following privacy procedures when handling customer information, resulting in zero privacy complaints.

• Managed end-of-day bookkeeping and prepared deposits, ensuring accurate financial records and timely bank deposits each night.

• Delivered consistent customer service and resolved issues by using CRM tools to track interactions, which increased customer satisfaction and repeat visits Education

Normandale Community College 2012 - 2014

Associate of Liberal Arts Bloomington, MN

• GPA: 3.8

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