Julie Cupo
Minneapolis,MN
Summary
Meticulous and systematic Administrative Assistant skilled in organizing, planning and managing daily clerical needs. Bringing solid expertise in coordinating documents, reports and records, handling correspondence and managing deliveries. Skilled in oral and written communication, team leadership and relationship-building.
Overview
15
15
years of professional experience
Work History
Administrative Assistant
Golden Valley Corporation
Golden Valley, MN
01.2015 - 06.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assisted in organization of office paperwork, filing documents and maintaining records
- Supported workflow of daily administrative tasks to achieve targets and deadlines
- Listened attentively and empathetically to customer concerns by obtaining necessary information from each caller via detailed questioning
- Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Technical Support Specialist
Arsenault
Blaine, MN
03.2013 - 02.2015
- Utilized remote desktop tools to access systems for troubleshooting and configuration of customer networks
- Investigated, evaluated and settled claims, applying technical knowledge, and human relations skills to achieve fair and prompt disposal of cases and to contribute to reduced loss ratio
- Calculated premiums, refunds, commissions, adjustments and new reserve requirements, using insurance rate standards
- Examined letters from policyholders and agents, original insurance applications, and other company documents to determine if changes were needed and effects of changes
- Sold above quota consistently and maximized company returns
- Navigated multiple computer systems and utilized search tools to find information
- Utilized effective communication skills to build rapport with customers, resolve conflicts, and answer questions accurately.
- Demonstrated ability to stay organized and multitask effectively while managing a high volume of outbound calls
Appeals Analyst
Grange Insurance Group
Fridley, MN
01.2011 - 03.2013
- Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
- Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
- Input claim information and payments into company database.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability.
- Provided operational support by reviewing, researching, investigating and analyzing findings related to Appeals and Grievances quality reviews
- Analyzed and identified trends and provide feedback and reports to reduce errors and improve A&G processes and performance
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
Outbound Call Center Agent (Sales)
Vikings Magazine
Fridley, MN
01.2009 - 02.2011
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Led outbound calling team such that each team member met or exceeded sales targets.
- Defined sales and fundraising volume records for primary clients and monitored progress against forecasts.
- Employed customer relationship management software to track and manage calls made by team members and to retain customer data.
Education
Business Administration -
Minneapolis Community & Technical College
Minneapolis, MNSkills
- Customer Service
- Data Entry
- Records Management
- Excellent Communication
- Interpersonal Skills
- Prioritizing Tasks
- Meeting Deadlines
- Self-Motivated Work Ethic
- Maintaining Records
- Troubleshooting Hardware
- Network
- Software
- Customer Service-Related Requests
- Inquiries
- Building Rapport with Customers
- Resolving Conflicts
- Answering Questions Accurately
- Staying Organized
- Multitasking
- Managing a High Volume of Outbound Calls
Timeline
Administrative Assistant
Golden Valley Corporation
01.2015 - 06.2024
Technical Support Specialist
Arsenault
03.2013 - 02.2015
Appeals Analyst
Grange Insurance Group
01.2011 - 03.2013
Outbound Call Center Agent (Sales)
Vikings Magazine
01.2009 - 02.2011
Business Administration -
Minneapolis Community & Technical College