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Driven, focused, and knowledgeable Administrative Support/Operations Professional with 16+ years of experience in high-stress environments in addition to a strong background within various industries. Experienced in supporting executive team members, designing strategies focused on increasing productivity, and leading customer service operations. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, suppliers, clients, and members of management.

Proficient in: Microsoft Office Suite, Meeting Room Manager, Lotus Notes, Health Connect, Common Membership, and Kronos

Operations Management Administrative Support Process Improvement Staff Training/Coaching

Attention to Detail Marketing Content Creation Complex Problem Solving Time Management

Team Leadership Report Generation Vendor Management Trend Analysis

• Direct day to day administrative operations within a fast-paced environment with a focus on increasing productivity and efficiency levels
• Play a lead role in scheduling meetings, coordinate travel arrangements, and prepare both internal and external correspondence
• Instrumental in researching complex industry specific information, supporting the administrative needs of Providers and staff, and diffusing escalated operational situations
• Complete in-depth benefit audits which highlights eyewear benefit usage and resulted in a cost savings of over $14,000 annually

• Supported member service operations within a call center which required superior communication and organizational skills
• Recognized as a member of a member outreach team, identified member eligibility requirements, and documented member interactions
• Identified and resolved billing issues, provided benefit plan information to members, handled difficult member calls, and acted as Lotus Notes chat captain
• Maintained a significant knowledge of Medicare, Medicaid, group coverage, and Kaiser Permanente individual/family plans

• Oversaw administrative tasks which included updating patient appointment requests, scheduling follow up appointments, and verifying patient information
• Obtained and reviewed patient medical records, updated patient database information, and ensured standard operating procedures were consistently followed

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Staples Office Products, Aurora, CO 2007-2012

• Managed customer service operations which included assisting employees with complex customer issues in addition to providing individualized coaching/feedback
• Analyzed customer service metrics, provided training to staff members, and facilitated employee recognition/reward programs

• Provided superior customer service within the organization which centered on placing customer orders and making appropriate product recommendations
• Completed detailed customer service trend documentation, resolved escalated customer calls, and monitored/trained junior level Customer Service Representatives
• Awarded the JD Power and Associates Customer Service Award (2008 & 2009)

SunTrust Mortgage, Centennial, CO 2001-2006

• Supported underwriting staff members which included facilitating accounting functions, distributing mail, and reviewing mortgage loan applications
• Prepared and submitted loans to Underwriters, created innovative marketing materials, booked travel accommodations, and maintained employee files