Alexus Caster
Spring,USA
Summary
Highly organized manager and executive assistant with over 6 years of experience in administrative operations, support, process optimization, and operation management. Expertise in document management, scheduling, financial oversight, and administrative tasks. Adept at managing client relationships, compliance processes, and virtual team coordination to enhance productivity. Strong technical skills in Microsoft Office Suite and Google Workspace. Currently enrolled in a dual-degree program to obtain a Master of Business Administration (MBA) and a Master of Public Health (MPH).
Overview
10
10
years of professional experience
Work History
Retirement Plan Specialist
FIS Global
11.2023 - Current
- Aided customers with making payments or setting up payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction to 95%.
- Utilized root cause analysis and problem-solving skills to manage 50+ inbound calls.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Utilized outstanding service to new and long-standing high-value clients by attending closely to concerns and developing solutions.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Provided support to 50+ customers per day via email, phone support, and company live chat.
- Responded to all customer inquiries promptly on distribution updates, contributions, plan rules and resolved all issues following company protocol.
- Met or exceeded call speed, accuracy, and volume metrics on consistent basis.
- Resolved technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Connected 50+ clients with solutions that help them reach their financial goals through a consultative conversation via the phone.
- Guided customers to understand the underlying needs of a customer's request.
- Provided solutions based on customer needs across multiple channels (digital, face-to-face, high net worth, etc.) and position proper solutions based on customer needs.
- Established professional rapport with customers.
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools.
Manager Trainee
Tower Loan
04.2022 - 08.2023
- Reviewed daily customer transactions, account reports to verify accuracies and keep all customer information current in database.
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
- Accurately diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
- Audited internal data and processes to find and manage initiatives, improving business performance.
- Worked with internal teams to understand business needs and changing strategies, presenting metrics and models based on observed trends.
- Conferred with customers daily to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
- Examined customer loan applications for loan approvals and denials.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Reviewed and audited loan agreements to enhance clarity and monitor compliance with requirements.
- Obtained copies of applicants' credit histories and reviewed paperwork to decide feasibility of granting loans.
- Maintained strict confidentiality of bank records and client information.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Manage document control, financial reporting, and client relationships.
- Managed financial tasks including loaning, expense tracking, and budget oversight.
- Implemented internal processes for document management, scheduling, and reporting.
- Assisted with HR-related administrative tasks and onboarding procedures.
- Ensured compliance with company policies and procedures, coordinating between the district and branch managers.
Medical Site Supervisor
Maverick Health
06.2021 - 04.2022
- Utilized EHR software to manage and confirm patient data like demographic and medical history.
- Oversaw transfers of patient records to other health care providers to support requests and authorizations.
- Scheduled and conducted educational programs to explain and discuss documentation policies and practices.
- Created and supported safeguards against unauthorized access and use of computer-based medical records.
- Reviewed records to comply with medical record documentation policies and reported findings to nursing services director.
- Managed over 4 vendor contracts, office supply subscriptions, samples, and promotional products for multiple healthcare sites.
- Provided executive-level administrative support, including meeting coordination, planning, and reporting.
- Acted as a liaison between leadership, patients, and team members to facilitate smooth communication.
- Supported remote team management and virtual operations, ensuring efficiency in a distributed workforce.
- Led a diverse team of 20 medical and administrative professionals in daily clinic activities.
Sergeant Retention Officer
U.S. Army
01.2016 - 06.2021
- Develop and implement retention programs to improve soldier career satisfaction and reenlistment rates.
- Led administrative leadership initiatives, overseeing personnel scheduling and compliance documentation.
- Managed onboarding programs and HR-related tasks, ensuring seamless transitions for new soldiers.
- Tracked and reported key performance indicators (KPIs) for leadership and operational teams.
- Assisted with bonus tracking, regulation enforcement, and re-enlistment paperwork.
- Counsel soldiers on career progression opportunities, benefits, and reenlistment options.
- Coordinate reenlistment ceremonies and contractual agreements, ensuring compliance with military policies.
- Monitor personnel data and retention statistics to find potential issues and improve retention strategies.
- Conducted exit interviews and surveys to assess reasons for attrition and recommend corrective actions.
Education
B.S. in Business Administration - Management
The University of Southern Mississippi
Hattiesburg, MS12.2024
A.A. - Computer Science and Technology
Pearl River Community College
Poplarville, MS05.2022
High School Diploma - undefined
Long Beach High School
Poplarville, MS05.2016
Skills
- Conflict Resolution & Mediation
- Data Analytics
- Quality Assurance
- Personnel Support
- 65 WPM Typing Speed
- CRM Software
- Live Chat Support
- Microsoft Office Applications
- Billing Adjustment/ Refunds
- Secret Security Clearance
- Written and Verbal Communication
- Expert Customer Service
- Computer Proficiency
- Onboarding and Training
- Risk Management
- Multitasking
- Collections Proficiency
- Network Administration
Timeline
Retirement Plan Specialist
FIS Global
11.2023 - Current
Manager Trainee
Tower Loan
04.2022 - 08.2023
Medical Site Supervisor
Maverick Health
06.2021 - 04.2022
Sergeant Retention Officer
U.S. Army
01.2016 - 06.2021
B.S. in Business Administration - Management
The University of Southern Mississippi
A.A. - Computer Science and Technology
Pearl River Community College
High School Diploma - undefined
Long Beach High School