Summary
Overview
Work History
Education
Skills
Timeline
Certification
Affiliations
Profile
Key Strengths
Generic

Deborah Gould

Summary

Experienced Administrative Assistant dedicated to fostering positive customer relationships and delivering exceptional service. Extensive background in administrative roles and project management expertise make me a valuable asset for your organization. Proficient in conflict resolution, effective communication, and strategic problem-solving to ensure customer contentment and retention. Recognized for dependability, proactive mindset, and driving outcomes through efficient and empathetic support.

Overview

18
18
years of professional experience
1
1
Certificate

Work History

Enrollment Specialist II

ASM Research-Medicaid Unwinding Program
10.2023 - Current
  • ndlandaHandled both incoming and outgoing calls from consumer
  • Served as Enrollment Specialist for State Medicaid (Tennessee and West Virginia)
  • Provided verification of coverage through CMS system
  • Enrolled consumers into alternative insurance if found ineligible for Medicaid
  • Provided resources to consumers in need of: shelter, clothing, food
  • Updated, entered, and reviewed customer data.
  • Communicated effectively via telephone, email, and in person with prospective customers.
  • Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
  • Understood and thoroughly explained services provided to customers and potential customers.
  • Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.
  • Diligently 65 cases a week with complete accuracy.

Administrative Assistant

Horne, LLP – Rebuild Florida Program
01.2021 - 01.2023
  • Assistant to project lead
  • Created and updated daily reports for four offices
  • Answered calls and greeted clients that came to the office
  • Ordered office supplied and scheduled maintenance for office equipment
  • Power Point Projects for training and slide show for projects end
  • Used project management skills and time management skills
  • Scheduled office meetings (both in office and through teams)
  • Assisted in successful completion of Hurricane Michael Project
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.

Customer Service Representative

Workplace Sabbatical – Seasonal Work for Healthcare.gov and Medicare
08.2017 - 05.2020
  • Call Center Representative for Healthcare Marketplace
  • Enrolled consumers into qualifying health plans
  • Assisted in completing applications
  • Answered consumer questions regarding their Medicare
  • Advised on next steps and informed of defined the difference between Medicare Plans
  • Answered and resolved payment issues regarding monthly premium payments
  • Managed accurate recordkeeping of student information and application documents, ensuring compliance with regulations.
  • Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.
  • Participated in professional development opportunities, continuously refining skills and staying current on emerging trends within higher education administration spaces.
  • Achieved high levels of applicant satisfaction, consistently receiving positive feedback for guidance provided.
  • Enhanced customer satisfaction with personalized enrollment assistance.
  • Adapted to changing regulations, ensuring all enrollment procedures remained compliant with updated policies.
  • Improved data accuracy, meticulously maintaining and updating applicant records.
  • Educated clients on insurance policies and procedures.

Administrative Assistant

The ICT Group
01.2013 - 01.2016
  • Delivered clerical support for the Management Team, coordinating their appointments and meetings on their respective calendars.
  • Swiftly responded to and routed all incoming calls and emails, keeping communication streamlined among internal and external stakeholders.
  • Authored clear, concise correspondence, memos, reports and other documents using strong diligence.
  • Organized and updated hard-copy and digital files, keeping documentation neat and allowing for fast retrieval.
  • Key to making travel arrangements such as booking flights, lodging and transportation.

Administrative Assistant

ICT Group
02.2007 - 04.2011
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.

Education

Sociology Studies

Mercer County Community College
West Windsor, NJ

Medical Administrative Assistant Career Diploma - Medical Administrative Assistance

Penn Foster Career School
Remote Learning
07.2025

No Degree - Project Management

Coursera
Los Angeles, CA
07.2023

Skills

  • Microsoft Office
  • Adobe
  • CMS system
  • Google Docs
  • Teams
  • Smartsheet
  • Outlook
  • EMR
  • EHR
  • Amazon Connect

Timeline

Enrollment Specialist II

ASM Research-Medicaid Unwinding Program
10.2023 - Current

Administrative Assistant

Horne, LLP – Rebuild Florida Program
01.2021 - 01.2023

Customer Service Representative

Workplace Sabbatical – Seasonal Work for Healthcare.gov and Medicare
08.2017 - 05.2020

Administrative Assistant

The ICT Group
01.2013 - 01.2016

Administrative Assistant

ICT Group
02.2007 - 04.2011

Sociology Studies

Mercer County Community College

Medical Administrative Assistant Career Diploma - Medical Administrative Assistance

Penn Foster Career School

No Degree - Project Management

Coursera

Certification

  • Coursera: Executing and Closing a Project (in progress); Foundations of Project Management; Initiating Project Management; Planning a Project; Project Planning: Putting It All Together
  • LinkedIn: Creating Positive Conversations with Challenging Customers; Delivering Bad News to Customers; De-escalating Intense Situations
  • CMS (Centers for Medicaid and Medicare Services) Certified
  • Underserved Populations
  • Completing and Assisting in Marketplace Applications

Affiliations

  • American Legion
  • VFW Post

Profile

  • Certifications in Project Management: Foundations of Project Management, Planning a Project, Initiating and Executing a Project, and of course Closing a Project building on real-world but untitled project management experience
  • Set and achieve short- and long-term goals in accordance with SMART principles
  • Extensive experience in detail-demanding, time-sensitive, and deadline-specific environments
  • Great at time management, always planning accordingly to tasks at hand.
  • Extensive experience in customer service and understanding the importance of client resolutions and satisfaction
  • Knowledge of key aspects of what clients need in customer service
  • Very empathetic toward client situations as well as satisfaction
  • Excellent communicator with demonstrated ability to collaborate with staff, management, business partners, and others at all organizational levels
  • Outstanding blend of organization, prioritization, leadership, and interpersonal skills
  • Hold myself to higher standards with integrity to deliver service excellence

Key Strengths

  • I excel in cultivating collaborative team environments by fostering mutual respect and understanding, ensuring that every member feels valued and empowered to contribute their best efforts. Through innovative problem-solving approaches, I consistently find effective resolutions to challenges, while maintaining composure in high-pressure situations. My experience with Microsoft Office and Microsoft 365 allows me to execute my tasks in an efficient and timely manner. My adaptability and willingness to embrace change enable me to thrive in dynamic settings, aligning with organizational goals and exceeding expectations.
  • Timely Report Creation and Submission
  • Friendly, respectful and empathetic
  • Project Management
  • Administrative Support
  • Strong Work Ethic
  • Analytical Problem Solving
  • Stay calm under Pressure
  • Team Contribution and Leadership
  • Customer Service
  • Positive Mindset
  • Cross-Functional Teamwork
  • Effective Time Management

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Deborah Gould