Operations & Customer Service Coordinator

Wendy Frame

************@*****.*** 515-***-**** West Des Moines, IA

Summary

Experienced operations and customer service professional with over 15 years of success coordinating service teams, resolving complex customer issues, processing high-volume transactions, and supporting business operations in fast-paced environments. Known for exceptional communication, problem-solving, and organizational skills while managing competing priorities across multiple systems. Proven ability to improve workflows, train new employees, and deliver outstanding customer experiences in remote and office-based roles. Experience

IT Service Coordinator, 802 Consulting, LLC

•Managed daily dispatch operations for a team of technicians supporting business and residential computer systems.

•Optimized technician routing and scheduling to improve service efficiency and reduce response times.

10/2024 – Present

West Des Moines, IA

•Coordinated hardware deployments, software installations, network support, and repair appointments.

•Served as the primary point of contact for customers regarding service requests, scheduling changes, and status updates.

•Utilized ticketing systems to track service requests from initiation through completion.

•Collaborated with technical staff and management to resolve escalated customer issues and meet service-level agreements (SLAs).

•Maintained detailed documentation of work orders, inventory assignments, and customer service records.

Senior Claims Processor Trainer Quality Assurance, Infosys/McCamish

•Reviewed and processed life insurance and annuity death claims to ensure accuracy and compliance with applicable regulations

•Responded promptly to requests from providers or customers regarding claim status updates

10/2022 – 10/2024

•Maintained detailed records of all claims activity including payments made, denials issued, appeals filed

•Performed quality control reviews to ensure accuracy of claim payments

•Assisted with training new employees on claims processing systems and procedures

•Adhered to state and federal regulations regarding insurance claims processing. Annuity Customer Service Coordinator & Trainer, EquiTrust

•Processed financial transactions for annuity and life policy holders

•Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information

06/2020 – 10/2022

•Implemented new processing procedures to improve efficiency and quality

•Investigated and monitored EquiTrust contracts flagged for suspicious activity Consultant - Legal Assistant, Not specified

•Provided thorough and well-edited documents for client cases, client communication and internal needs

•Managed communication with courts regarding status of petitions and granted orders

01/2009 – 01/2019

•Provided administrative support services for firm partners and associates

•Consulted with clients, witnesses and legal professionals to define and document case details

•Researched documents and publications for case altering details and evidence establishment

HR Coordinator and Lead Recruiter, Kelly Services

•HR & retention of 800 temporary employees while actively recruiting to fulfill new client orders

•Recruited and hired individuals for key positions including management, call center customer service, and distribution center employees 01/2006 – 01/2009

West Des Moines, Iowa

•Interpreted, explained and enforced human resource policies to keep staff in compliance with standards

•Developed and managed all recruitment-focused marketing advertisements Education

High School Diploma, Wapsie Valley High School

Skills

Microsoft Office Suite

Critical thinking abilities

Analytical Problem Solving

Transactions reconciliation

Leadership

Quality Assurance

Salesforce

HRIS System Management

Training and mentoring

Process improvement techniques

Problem solving

New Policies Processing

OnBase

References

References available upon request.

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