Customer Service Administrative Assistant
Resume:
SUSAN STEPHENSON
Schertz, TX ***54
Phone 210-***-****
Email: *****.**********@*****.***
SUMMARY OF QUALIFICATIONS
Organized, goal oriented, excellent verbal and written communication skills as well as problem solving skills.
Proven interpersonal skills, having dealt with a variety of professionals and clients.
Able to set effective priorities and implement decisions to achieve immediate and long-term success.
Advanced skills in Microsoft Office Word, Excel and PowerPoint
Extensive experience doing policy checking, lead tracking and report generation.
Advanced skills in organizing data for presentation in MS Office.
WORK EXPERIENCE
2007-2011 Marsh Commercial Business Center
Senior Administrative Assistant
Accounting Clerk II
Insurance Assistant
I held three different positions during my time at Marsh. Each one of the positions had different duties which I learned quickly. Each position had a greater deal of responsibility and very little supervision. I do not require supervision to do a good job. I am self-motivated.
• Primary colleague for secondary policy checking and mailing.
• Created Excel spreadsheets for weekly Aged Receivables Reports, Open Diary Reports and Policy Checking Reports,
• Created Excel Spreadsheets for monthly Sales Reports, Phone Call Reports.
• Created large mail merge documents and coordinated mass mail outs.
• Assisted Surplus Lines Coordinator with document tracking; checking for compliance.
• Processed premium checks and completed check logs and detailed deposits.
• Processed and assigned new leads as they were received
• Answered phones on a rotating basis with others.
• Primary colleague for all Microsoft Office issues and questions.
• Scanned and attached documents for the entire office.
• Set up New clients in Velocity for Account Managers.
• Completed Insurance Applications for various lines of coverage.
• Created lead lists from lead database based on criteria provided by Account Managers.
• Invoiced premium and mailed invoices to client.
• Created custom proposal templates and policy binders
• Created certificates and sent them to the client.
2006 to 2007 Compass Insurance
Marketing Representative
Provided leads to Commercial and Personal lines departments through extensive marketing calls and/or research.
Maintained lead database with all pertinent lead information
Ordered supplies for office.
Created custom proposal templates for each representative and prepared proposals for commercial lines.
Issued Certificates of Insurance, performed marketing tasks for upcoming policy renewals.
Maintained Binder Expiration Lists and issued binders as required.
Assisted in the set up of premium installment accounts for customers.
Ordered and tracked loss runs as required.
Extensive problem solving skills.
2004 to 2006 Decker College
College Instructor
Taught multiple level courses in Microsoft Office, Business Ethics and the Internet.
Created and taught a Software Integration class which teaches students to apply what they have learned in all the Microsoft Office programs and apply them in the workplace to assigned tasks.
2000 to 2004 Travelocity
Merchant Chargeback Analyst
Assisted in the implementation of the online merchant program for Credit Card Company.
Reviewed and managed daily credit card chargebacks process. Objective to protect Travelocity from loss due to disputed charges.
Created and managed daily and weekly progress reports.
Chargeback Analyst
Responsible for receiving and investigating credit card chargebacks from approximately 45 airlines.
Managed credit card fraud process by working with the cardholder, merchants and law enforcement agencies.
Maintained credit card fraud database for early detection of fraudulent charges.
Responsible for collecting on the valid charges that were disputed by cardholder.
Customer Service Representative/Travel Agent
Responsible for making customer reservations for flights, hotels and rental cars.
Responsible for customer satisfaction, problem solving/troubleshooting for customers, insuring their satisfaction was also my responsibility.
Received letters of commendation from customers and supervisors regarding my skills.
EDUCATION
2004 – 2005 U of L Online University, Earned 14 credits toward my degree
1977 – 1980 Earned 26 credits toward degree, UTSA, San Antonio, TX
1974 – 1977 High School Diploma, Thomas Jefferson High School, San Antonio, TX
CERTIFICATIONS / AWARDS
Microsoft MOUS certifications: Word, Excel and PowerPoint
Received letters of recognition for excellent Customer Service and call handling proficiency.
Received more than twelve different Brainbench certifications
REFERENCES AVAILABLE UPON REQUEST
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