Donna Mercer
Townsend,TN
Summary
Highly educated administrative professional with over 15 years of experience seeking an opportunity to utilize current skillset and develop new ones. Masters degree in business and risk management. Extensive experience working in law and compliance, medical billing and coding, and corporate training. Strong data entry, proofreading, researching and editing skills. A dynamic self-starter, multi-tasker, team player and perfectionist with a determination and commitment to success.
Overview
19
19
years of professional experience
Work History
Caretaker
Self Employed
Friendsville, TN
10.2015 - 05.2020
- Ran errands for patients, did shopping, and picked up other necessities.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Scheduled and accompanied clients to medical appointments.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Remained alert to problems or health issues of clients and competently responded.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Documented residents' mental status, sleep and eating patterns in medical record books.
Administrative Assistant
CBIZ Kirkland Russ Murphy & Tapp, P.A
Clearwater, FL
09.2012 - 09.2015
- Timely, accurate data entry, document formatting and proofreading to ensure outstanding client service and error free documents
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Created PowerPoint presentations for business development purposes.
- Managed Access databases converting complex data into easy-to-interpret data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Customer Service Representative
Franklin Templeton Investments
Saint Petersburg, FL
01.2011 - 06.2012
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Assistant Compliance Manager
AEGON
Saint Petersburg, USA
10.2004 - 10.2008
- Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
- Managed compliance efforts, reporting and audits.
- Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
- Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
- Advised division leaders of regulatory risks in business processes and provided recommendations for improvement.
- Kept new and modified products and services in conformance with security and compliance regulations.
Staff Claims Associate
Allstate Insurance Company
Saint Petersburg, FL
05.1997 - 01.2003
- Facilitated training, mentoring and reviewing of new hire classes and provided support
- Data entry and review of various medical and hospital bills, to include ICD9 and CPT coding.
- Assisted legal team in defending company against guilty parties.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Evaluated accuracy and quality of data entered into agency management system.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Maintained confidentiality of patient finances, records and health statuses.
Education
Master of Science - Insurance And Risk Management
Florida State University
Tallahassee, FLBachelor of Science - Elementary Education
University of South Florida
St. Petersburg, FLSkills
- Data Entry
- Proofreading and editing
- MS Office
- Legal Research
- Risk Management
- Typing — 70wpm
Timeline
Caretaker
Self Employed
10.2015 - 05.2020
Administrative Assistant
CBIZ Kirkland Russ Murphy & Tapp, P.A
09.2012 - 09.2015
Customer Service Representative
Franklin Templeton Investments
01.2011 - 06.2012
Assistant Compliance Manager
AEGON
10.2004 - 10.2008
Staff Claims Associate
Allstate Insurance Company
05.1997 - 01.2003
Master of Science - Insurance And Risk Management
Florida State University
Bachelor of Science - Elementary Education
University of South Florida
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