ADRIENE MCIVER

• Screens and transfers incoming calls, electronically record messages and transmit information and documents to internal personnel.
• Monitor office supplies by checking inventory and placing orders.
• Create and update physical records and digital files to maintain current, accurate and compliant documentation.
• Aide colleagues, managers and customers through regular communication and assistance.
• Maintains files and records by implementing effective filing systems that boosts efficiency and organization.
• Welcome patrons and immediately offer assistance by asking open-ended questions.
• Handle office supply orders and inventory.
• Enter and maintain departmental records in company database.

• Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
• Helped clients with managed home care, ensuring efficacy of care by monitoring health status.

Worked From Home

• Communicated effectively via telephone and email with prospective customers.
• Helped students complete online applications and how to navigate through admissions process.
• Communicated with potential students via telephone or email to build rapport and assist with initial portion of application process.
• Reviewed and researched degree programs, and policies, to make sure that clear and updated information is being provided to prospective students.
• Communicated effectively with prospective students to determine their educational goals and whether University can meet those goals.
• Maintained high level of customer service skills as well as a positive working attitude.

• Clarified pension benefits and health/welfare benefit plans (medical/life insurance, COBRA, FSA's, etc) to employees, answering questions as needed.
• Identified data discrepancies and researched/implemented potential resolutions.
• Reconciled financial reports containing third-party data.
• Attended to management, personnel, plan participant, and client inquiries, researching to provide optimal replies.
• Developed and implemented processes and procedures with corresponding documentation.
• Drafted professional memos, letters and marketing copy to support business objectives and growth.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

• Earned multiple bonuses for expertly managing calls and receiving positive surveys ad low handle times.
• Filed customer disputes and claims regarding refunds for non-receipt or damaged items.
• closing claims and issuing valid refunds as needed.
• Communicated daily with customers by telephone and email, ensuring all customers felt their issues were properly managed.
• Per management request, led team meetings to review/learn from past issues.
• Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.