Hannah Thueson
Honolulu
Summary
Orderly and committed administrative assistant offering solid skills in customer relations and resilience to handle challenges of fast-paced environments. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and self-motivated nature. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks.
Overview
8
8
years of professional experience
Work History
Administrative Assistant
Sullivan Family of Companies
Honolulu
01.2023 - Current
- Streamlined document management processes, ensuring easy access to files for team members.
- Assisted in budget tracking and expense reporting for departmental projects.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Directed customer inquiries to appropriate department personnel.
- Proofread content for typo-free emails and documentation.
- Facilitated communication between different departments within the organization.
- Compiled data from various sources into organized reports for review by management team.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
Ombudsman & Family Program Liaison
United States Navy
Honolulu
01.2024 - 10.2025
- Guide 100+ military families through Tricare, EFMP, and healthcare access processes, ensuring empathetic support and adherence to privacy protocols
- Manage high-volume caseloads of sensitive escalations and eligibility inquiries using ticketing systems to track resolutions
- Partner with command leadership, medical teams, legal services, and military support organizations to resolve family needs efficiently.
- Maintain confidential case logs documenting concerns, follow-up actions, resource referrals, and outcomes.
- Utilize CRM tools to log interactions and analyze support metrics for continuous improvement
- USS Illinois (SSN 786)
- Coordinated communication between departments to ensure program alignment.
- Facilitated information sharing among team members to enhance collaboration.
- Assisted in developing program materials and documentation for compliance.
- Analyzed program feedback to identify areas for improvement and efficiency.
- Organized special events related to the promotion of programs.
- Analyzed data related to program performance and developed reports summarizing findings.
- Coordinated meetings between multiple departments to ensure that all stakeholders are informed on program progress.
- Participated in brainstorming sessions focused on developing innovative solutions for challenges facing the organization's programs.
- Reviewed feedback from customers about current programs and made recommendations accordingly.
- Developed and maintained relationships with key stakeholders to ensure successful program implementation.
- Conducted research into potential new program opportunities as needed.
- Submitted budget estimates, progress reports and cost tracking reports.
- Developed and updated project plans to document objectives, technologies, schedules, and funding.
Advanced Technical Support - Tier II
AT&T
Honolulu
11.2021 - 01.2023
- Handled escalated cases with a structured workflow-intake, assessment, troubleshooting, policy explanation, and documented resolution in ticketing system
- Guided customers through billing, eligibility, and service policies, improving customer satisfaction through clear technical support
- Resolved high-stakes escalations with confidentiality and detailed documentation, ensuring compliance with privacy and security protocols
- Coordinated with billing, engineering, and leadership teams to resolve issues requiring multi-department involvement.
- Analyzed support data to identify recurring technical issues and proposed process adjustments
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
Assistant Practice Manager
HouseCall MD
Silverdale
01.2019 - 01.2021
- Verified patient insurance and eligibility, communicated coverage expectations, and assisted with documentation to streamline member support
- Resolved care-impacting issues with carriers, facilities, and providers, improving turnaround time for approvals
- Educated patients and families on deductibles, copays, coverage limitations, and the steps required for approvals or referrals.
- Maintained sensitive medical records in HIPAA-compliant EMR, ensuring confidentiality and regulatory adherence
- Provided technical support for EMR inquiries and system navigation issues
- Coordinated staff schedules to optimize coverage and meet patient needs.
- Assisted in maintaining compliance with healthcare regulations and standards.
- Supported financial management by processing invoices and tracking expenses.
- Conducted regular meetings with practice staff to review job performance and discuss operational goals.
- Resolved customer complaints in an efficient manner while ensuring regulatory compliance.
Owner/Manager
Jungle Tots
Silverdale
01.2018 - 01.2021
- Guided families through enrollment, medical documentation, and compliance requirements, ensuring accuracy and clear communication
- Explained policies and safety procedures to parents, enhancing understanding and reducing follow-up inquiries
- Maintained accurate health records, immunization documentation, and confidential information in accordance with state regulations.
- Implemented basic ticketing approach to track enrollment requests and documentation status
- Developed engaging educational programs for early childhood development.
- Managed daily operations of a children's learning center effectively.
- Created a safe and nurturing environment for children to explore and learn.
- Collaborated with parents to support children's individual learning needs.
- Implemented policies and procedures to maintain compliance with regulations.
- Conducted regular assessments to evaluate program effectiveness and quality.
- Organized community events to promote early childhood education initiatives.
- Maintained relationships with existing clients by providing superior customer service.
- Oversaw budgeting and financial management.
- Ensured compliance with local, state, and federal regulations.
- Identified new opportunities for growth, expansion, and diversification.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Developed strategic plans to increase profitability and efficiency.
- Created marketing campaigns to attract new customers.
- Reviewed legal documents related to business operations.
Education
High School Diploma -
Skills
- Ticketing Systems
- CRM
- Customer Support
- Escalation Resolution
- Technical Support
- Troubleshooting
- Data Analysis
- EMR Support
- Healthcare Navigation
- Privacy Protocols
- Security Protocols
- HIPAA Compliance
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Generative AI
- Data entry
- CRM tools
- Document management
- Customer relationship management
- Problem solving
- Effective communication
- Attention to detail
- Team collaboration
- Relationship building
- Documentation and recordkeeping
- Client relations
- Product branding
- Spreadsheet management
- Training and coaching
- Computer skills
- Proofreading
- Clerical support
- Confidential document control
- Self-starter
- Phone call answering
- Internet research
- Customer and client relations
- Microsoft outlook
Timeline
Ombudsman & Family Program Liaison
United States Navy
01.2024 - 10.2025
Administrative Assistant
Sullivan Family of Companies
01.2023 - Current
Advanced Technical Support - Tier II
AT&T
11.2021 - 01.2023
Assistant Practice Manager
HouseCall MD
01.2019 - 01.2021
Owner/Manager
Jungle Tots
01.2018 - 01.2021