Customer Service Administrative Assistant

Barbara Ann Thomas

**** ********** **** ( VIRGINIA BEACH, VA ( 757-***-**** (

abk8ys@r.postjobfree.com

M

y objective is to offer a solid background of progessive experience in

customer service.

Personable and persuasive in communicating effectively with customers of

diverse socio-economic backgrounds. Highly motivated and able to perform

in priority specific environments. Self motivated and knowledgeable of

business ethnics. Computer and office automation skills include MS Windows,

MS Word, Lotus Notes, Siebel, Imsprod, APECS, Fax, Copier, Internet,

Company sponsored training-MAGIC-Soft skill training to defuse irate

customers.

Key Skills

SHOW EXTREME PROFESSIONALISM WITH Operate multiple line phones system.

INDIVIDUALS FROM DIVERSE BACKGROUNDS.

Respond appropriately to requests and Work in fast-paced work environments

maintain positive relationships. with a professional

Experience with working in the general presentation/demeanor.

public, retail and office industries. Demonstrates strong written and verbal

communication skills

Professional Experience

WASTE MANAGEMENT INC., CHESAPEAKE, VIRGINIA

Customer Service Representative (09/08- 07/10)

Responsible for establishing and maintaining a high level of customer

satisfaction by acting as a single point of contact. Maintains the

customer service standard of 98% accuracy answering calls within 20 second

or less timeframe. Maintain an abandonment rate of 3% or less. Key

customer orders, responding to customer inquiries and resolving customer

service complaints due to billing or service for permanent and temporary

customers in a timely, accurate, and professional manner. Identify

opportunities to up-sell and cross-sell existing customers and be able to

communicate all pertinent information confidently to the customer.

Constantly displays ability to take charge of problems and bring resolution

to solutions in a timely manner.

Haynes Furniture, Virginia Beach, Virginia

Internal Audit Clerk/Switchboard Operator (01/07-3/08)

Responsible for cash balancing, miscellaneous deposits and opening bulk

mail process returned checks and charge-backs, third party financing and

review accounts. Prepare reports to include Sales Analysis, Problem

Business Report and Analysis Trial Balance. Answer multi-line phone

systems, assist customers and update employee phone list. Resourcefully,

responded to public relation issues.

Amerigroup Corporation-Virginia Beach, Virginia

Member Services Representative (10/04-08/06)

Responsible for responding to telephonic inquiries from members and

providers to clarify benefits, select/change primary care physicians,

provide member education, resolve claims issues, verify eligibility and

process complaints according to state guidelines and regulations. Required

to perform at rapid pace, while utilizing time management. Essential use

of medical terminology both written and orally when communicating with

providers and/or medical facility staff.

Professional Experience (continued)

CALIBER, INC., -VIRGINIA BEACH VIRGINIA

Administrative Assistant/Client Services Agent (04/04-09/04)

As a long-term temporary with the Division of Child Support Enforcement-

Portsmouth District Office, responsible for sorting, distributing and

mailing documentation generated for the collection of child support.

Handled various other administration and clerical support functions

involving the service of phone-in and walk-in clients. Filing and special

projects for resident staff.

PITNEY BOWES- CHESAPEAKE, VIRGINIA

Client Services Specialist (2002-2003)

Resolved a wide range of customer concerns applying diplomacy and

assertiveness to ensure accurate account information, timely delivery, and

satisfactory installation. Decreased company expense by $750,000 as part of

a team created to streamline customer equipment and data information.

Received performance bonuses on a consistent basis.

PITNEY BOWES - CHESAPEAKE, VIRGINIA

Accounts Receivable Associate (1997-2002)

Responsible for monitoring customer accounts. Received incoming calls and

counseled customers on debt reduction and past due invoices. Selected as

associate of the month and received numerous awards for excellent work

performance.

Education

Scotland High School-Laurinburg, North Carolina

(Diploma 1985)

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