Amanda Caldera
Greenville,Tx
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Benefits Specialist
Group O
10.2021 - 04.2023
- Answered highly complex incoming inquiries through telephone calls and email from Texas state employees and retirees with questions regarding health, dental, and life insurance benefits, retirement eligibility, and retirement or benefits problem resolution issues
- Educated employees and retirees and promoted other ERS services that support members
- Efficiently answered questions, educated, and counseled ERS members regarding state employee benefits programs, including insurance, retirement, online tools, and any ERS related matters
- Communicated tactfully and provided information in a clear and concise manner
- Managed communication style to match customers with various levels of knowledge and experience
- Used sound decision-making and judgment skills and appropriately applied and interpreted existing law, pending legislation, rules, policies, and procedures
- Promoted ERS related tools, services, and programs
- Provided exceptional customer service leadership with handling moderately complex member inquiries
- Made sure all member info stayed confidential at all times beneficiary designations for members.
Administrative Assistant
Horner's Service DFW
02.2018 - 05.2021
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors
- Restocked supplies and submitted purchase orders to maintain stock levels
- Executed record filing system to improve document organization and management
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Generated reports and typed letters in Word and prepared PowerPoint presentations
- Leveraged accounting software to manage expenses and keep track of finances.
Accounts Assistant
OMi Crane Systems
05.2016 - 01.2018
- Organized data into multiple spreadsheets to streamline data
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements
- Reviewed figures, postings, and documents for correct entry, completeness, and accuracy
- Used accounting software to prepare weekly and monthly financial reports
- Performed administrative and clerical duties such as word processing, data entry, faxing, and copying
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered
- Communicated regularly with customers regarding account questions and issues
- Monitored status of accounts receivable and payable to facilitate prompt processing.
Loan Servicing Specialist
PLS Financial Services
01.2014 - 06.2016
- Verified credit histories, personal references, and employment backgrounds for each applicant
- Communicated acceptance or rejection to applicants via mail, email, telephone, or personal consultations
- Reviewed and validated details of loan applications and closing documentation
- Assessed customer account histories to determine previous compliance with payment plans and loan terms
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Processed customer adjustments to maintain financial accounts.
Customer Service Representative
Sears Logistic Service
02.2012 - 03.2014
- Conducted customer service surveys
- Worked in the inbound call center
- Collected and documented orders
- Booked appointments for clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Boosted customer service satisfaction ratings through consistent quality control.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
GED -
Arbor Education & Training
Dallas, TX11.2007
Skills
- Multi-line phone systems (8 years)
- Communication skills
- PeopleSoft (1 year)
- Spreadsheet management (5 years)
- QuickBooks
- Microsoft Outlook (8 years)
- AP/AR proficiency (3 years)
- Pega
- DOS
- Excel
- CRM software proficiency
- Problem-solving
- Research and Due Diligence
- Computer Skills
- Strong interpersonal skills
- Attention to detail
- Multitasking capabilities
- Analytical thinking
- Active listening
- HIPAA Compliance
- Empathy and understanding
Assessments
- Social media, Proficient, 08/01/23, Knowledge of popular social media platforms, features, and functions
- Customer service, Proficient, 11/01/23, Identifying and resolving common customer issues
- Call center customer service, Highly Proficient, 04/01/23, Demonstrating customer service skills in a call center setting
- Work style: Reliability, Highly Proficient, 03/01/23, Tendency to be reliable, dependable, and act with integrity at work
- Basic computer skills, Proficient, 05/01/23, Performing basic computer operations and troubleshooting common problems
- Work style: Conscientiousness, Proficient, 03/01/23, Tendency to be well-organized, rule-abiding, and hard-working
- Data entry: Attention to detail, Proficient, 12/01/23, Maintaining data integrity by detecting errors
- Work style: Professionalism, Proficient, 04/01/23, Tendency to be accountable, professional, open to feedback, and act with integrity at work
Timeline
Benefits Specialist
Group O
10.2021 - 04.2023
Administrative Assistant
Horner's Service DFW
02.2018 - 05.2021
Accounts Assistant
OMi Crane Systems
05.2016 - 01.2018
Loan Servicing Specialist
PLS Financial Services
01.2014 - 06.2016
Customer Service Representative
Sears Logistic Service
02.2012 - 03.2014
GED -
Arbor Education & Training