Heather Wade
Troy,MO
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Office Assistant
Community Opportunities
Troy, MO
04.2023 - 09.2023
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Strengthened office organization by implementing new filing systems and digital record-keeping practices.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
- Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
- Enhanced document management efficiency, digitizing paper records and establishing easy-to-navigate filing system.
- Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
- Assisted in preparation of reports and presentations, which contributed to informed decision-making processes.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Utilized office management software to record and track customer information.
- Processed incoming and outgoing mail and packages according to established procedures.
- Edited and proofread documents for accuracy and completeness.
Office Manager
Kay Jewelers
City of Saint Peters, MO
07.2000 - 12.2020
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Responsible for inventory control and accounting for several stores.
- Responsible for addressing customer complaints and handling customer service issues.
- Oversaw daily store operations as a member of the management team.
- Store received four quarterly outstanding customer service awards during tenure as office manager.
- Responsible for maintaining customer accounts
- Responsible for scheduling store maintenance and ordering supplies
- Achieved high standards in daily personal sales goals on a regular basis.
- Diamond Council of America certified Diamondtologist and Gemologist
- Managed office operations while scheduling appointments for department managers.
Provider Services Representative
UnitedHealthcare
Lake Saint Louis, MO
08.2010 - 07.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered 50-75 emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Handled 80 to 100 incoming phone calls per day providing information to doctors offices and hospitals on member's benefit coverage and questions regarding processing of claims.
- Maintained an average daily call time of under 360 seconds per call.
- Maintained strict quality standards to ensure the accuracy of information given to the callers.
- Researched insurance claims to make sure they were processed accurately according to the members benefits. Routed claims to the proper department for corrections when discrepancies were found.
- Worked in 16 different systems and pieces of software to research claims processing and benefit coverages.
- Worked in Audix phone system to route calls as needed, ensuring callers were sent to the proper department with as few transfers as possible.
- Kept detailed notes on every call taken, including documenting everything we said to callers – required accuracy and speed in typing.
- Used Microsoft Office suite – Outlook, Word, and Excel
Head Cashier
Home Depot
Honesdale, PA
01.2008 - 11.2009
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising and customer service.
- Received and processed customer payments.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Processed checks, cash and credit purchases or refunds.
- Resolved escalated customer disputes with special actions such as discounts.
- Helped customers complete purchases, locate items and join reward programs.
Education
Education
Pensacola Christian College
Pensacola, FLHigh School Diploma -
Calvary Christian School
05.1998
Skills
- Staff Training
- Policy and Procedure Modification
- Office Management
- Report Preparation and Analysis
- Payroll Administration
- Financial Management and Reporting
- Client Correspondence
- Accounts Payable and Receivable Auditing
- Office Equipment Management
- Invoice and Payment Tracking
- Meeting Coordination and Support
- Office Supplies and Inventory
Timeline
Office Assistant
Community Opportunities
04.2023 - 09.2023
Provider Services Representative
UnitedHealthcare
08.2010 - 07.2012
Head Cashier
Home Depot
01.2008 - 11.2009
Office Manager
Kay Jewelers
07.2000 - 12.2020
Education
Pensacola Christian College
High School Diploma -
Calvary Christian School