HR SENIOR SPECIALIST Career Overview Dedicated Service Representative Professional motivated maintain customer satisfaction contribute company success. Core Strengths Excel, Data entry systems, Outlook, Microsoft systems Amisys, Access. Able master, process apply new skills concepts quickly. Customer service expert Telephone inquiries specialist Courteous demeanor Accomplishments Customer Assistance Worked company systems Live Support diligently completed assigned tasks, working overtime needed. Customer Service Researched, calmed rapidly resolved client conflicts prevent loss key accounts. Work Experience HR Senior Specialist 09/2006 Current Company Name City State Health insurance/Benefit Specialist Administrative Xerox Corporation Xerox leader BPO IT Outsourcing across variety industries public sector. Thousands companies rely Xerox help improve processes, manage client operations, focus core business. Duties: Provide administrative support functions relating personnel, retirement benefits special projects. Specific Responsibilities: Assist participants questions regarding Medicare/Medicaid questions, eligibility specific state's guidelines qualify Medicare/Medicaid Explain Health Insurance coverage, primary doctors specialists, hospitals treatments covered medical insurance Medicare/Medicaid covers. Explain changes insurance choice. Keep date changes health insurance coverage, processes changes. Responsible processing calculating retirees' pension. Educate participants retirement plan benefits. Handle inbound outbound calls team handle administrative tasks associated calls. Work special projects including corrections payment setups, tax forms (1099R) requests, process commencement retirees' package, process pension calculations educate retirees different payment options offered them. Answer questions regarding health insurance offered retirees type coverage entitled to. Provide support supervisor team meetings preparing issues concerns discussed take minutes meeting. Significant Achievement Received Certificate Excellent award self development going beyond call duty. Skilled conducting interviews hiring process. Have mentored team members phone etiquette score high quality monitoring. Worked administrative assistant $7.6 million international consumer bank, operating 4 continents. Member Claims Representative 08/2001 05/2006 Company Name City State Provided support bilingual unit supervisor's absence. Provided assistance guidance new bilingual hired. Performed activities designed establish maintain positive productive relations Amerigroup network providers. Specific Responsibilities. Facilitated care coordination members critical care needs Medicaid population. Worked special projects assigned Director Customer Service Department. Projects included, providing administrative support Vice President, Assistant Vice President, Outbound Director Inbound Director absence and/or vacation secretaries assisting following. Executive Secretary Assistant 08/2001 05/2006 Company Name City State Amerigroup Corporation Reporting call center Directors executive (VP/GM), responsible performing advanced, diversified confidential secretarial administrative duties requiring broad comprehensive experience, skills knowledge organization policies practices. Primary duties included, limited to, write routes confidential correspondence. Screened, handled distributes incoming phone calls complaints. Maintained confidential correspondence general files. Orders supplies. Coordinated travel plans, prepared submitted expense reports. Compiled distributed meeting minutes. Collates assembles materials, makes arrangements meetings/presentations, prepared forms, reviewed documentation conformance internal policies procedures. Utilized various software packages spreadsheet, word processing, data base internet prepare presentations documents. Researched, verified prepared reports. Created maintained databases. Coached new hires handling supervisor escalated calls. Provided assistance escalated line, followed up, resolved members' concerns complaints order maintain members' satisfaction. As claims provider representative responsibilities included responding inquiries providers network well network. Handled issues related members' benefits, claims resolution appeal status. Administrative Secretary 01/1999 02/2001 Company Name City State The Signature Group market leader The Signature Group, $870 million direct marketing company serving many recognized customer service companies America, acquired equity interest Consumers Car Club, leading provider vehicle buying ownership products services since 1987. Duties Managed project prepared various reports. Planned arranged conference calls, scheduled meetings, training classes arranged travel accommodations Managers. I also performed general clerical tasks. Specific Responsibilities: Provided administrative support center manager inbound unit various customer service teams supervision well training department. Provided administrative support Center Manager Outbound Unit Human Resources Dept. Managed incoming correspondence, scheduled conferences, made travel arrangements, prepared training material used class, filing, ordered supplies, processed invoices. Prepared expense reports receipts. Managed attendance, vacation schedules personnel records maintaining extreme confidentiality. Performed telephone interviews bilingual candidates. Executive Complaint Professional 07/1996 01/1999 Company Name City State Served consumer advocate Chief Executive Officer. Responsibility included serving liaison company government agencies like Better Business Bureau Attorney General offices. Successfully retained 90% customers calling complaint company, products and/or employees. Resolved company issues phone correspondence. Responsible establishing contact internal key managers order resolve customer's concern. Maintained direct contact Regional Directors chain stores jurisdiction, obtain results behalf customer. Responsible submit report complaints received phone mail CEO review input. Reported open complaints awaiting resolution, closed complaints, details resolved complaint reported complaints escalated Attorney General office Better Business Bureau. Significant Achievements Processed 350 complaints month executive level. 95% customer's complaint resolved satisfactorily, turned retained customers. Executive Complaint Professional 07/1996 01/1999 Company Name City State Educational Background Associate Applied Science Secretarial Science 1 1981 LaGuardia Community College Applied Science Secretarial Science Tidewater Community College Interests Church God Ebenezer Director Multi-media. Church's real time translator also translate utilizing translation devices. Church Bookkeeper assistant. Languages Fluent English, Spanish Skills Administrative, administrative assistant, administrative support, Attorney, benefits, call center, clerical, conferences, client, Customer Service, Data entry, databases, data base, direct marketing, documentation, Fluent English, equity, filing, focus, forms, General office, government, hiring, Human Resources, Insurance, Director, market, materials, meetings, Access, Excel, mail, Outlook, network, personnel, policies, presentations, processes, quality, Reporting, secretarial, Spanish, spreadsheet, supervisor, supervision, tax, telephone, phone, phone etiquette, travel arrangements, type, word processing Additional Information Volunteer Work Church God Ebenezer Director Multi-media. Church's real time translator also translate utilizing translation devices. Church Bookkeeper assistant.