Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kwabena Bonsu

Raleigh,NC

Summary

Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.

Overview

14
14
years of professional experience

Work History

Call Agent

Disability Determination Services
2024, NC
06.2024 - Current
  • Answers calls with a friendly and polite approach to engage claimants and deliver exceptional customer service.
  • Resolves claimant's issues using problem-solving skills.
  • Documents processes for handling different types of claimant inquiries.
  • Shares or forwards claimant's messages and information to designated case examiners.
  • Maintains accurate records of claimants' interactions via DCPS.
  • Escalates complex claimant inquiries to appropriate personnel when necessary.
  • Updates claimant information via the DCPS system.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Promote high claimant satisfaction by resolving problems with knowledgeable and friendly service.
  • Uses reference guide to answer complex questions about claim.
  • Maintains high levels of professionalism while interacting with claimants via phone or email.
  • Maintains strong call control and quickly works through scripts to address claimant problems.
  • Engages actively with callers, confirming or clarifying information, and diffusing anger.
  • Navigates through the DCPS system to review information and respond appropriately to callers.
  • Developed effective working relationships with team members across multiple departments.
  • Adheres strictly to all applicable laws and regulations pertaining to claimants' privacy rights.
  • Maintain records of claimant interactions, comments, and complaints via DCPS.
  • Utilized knowledge base to answer inquiries from claimants quickly and effectively.
  • Answers incoming calls and provides the highest level of professionalism and knowledgeable service to every claimant.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolves claimant's inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
  • Engages in conversation with claimants to understand needs, resolve issues, and answer claim questions.
  • Enhanced productivity and claimant service levels by anticipating needs and delivering outstanding support.

Mailroom Clerk

Disability Determination Services
Raleigh, NC
04.2023 - 06.2024
  • Operated postage meter machines to prepare outgoing letters and parcels for mailing.
  • Performed data entry activities into various databases related to the processing of mail items.
  • Ensured compliance with safety standards and procedures when handling large volumes of mail pieces.
  • Worked closely with other departments to coordinate timely distribution of documents or materials through the mailroom system.
  • Reported any discrepancies or irregularities during the sorting process.
  • Utilized automated systems for tracking shipments and managing mailing lists.
  • Picked up bulk orders from vendors and delivered them to designated locations.
  • Maintained records of all incoming, outgoing mails including date received, sent and quantity shipped.
  • Conducted regular maintenance checks on equipment used in the mailroom such as printers, scanners, copiers.
  • Assembled boxes, bags or containers for packing materials before shipping out.
  • Responded promptly to requests from other departments relating to their mailing needs.
  • Prepared reports detailing daily activity within the department for management review.
  • Adhered strictly to organizational policies concerning privacy and confidentiality when handling sensitive documents or materials.
  • Operated mail processing equipment and manually sorted mail.
  • Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
  • Operated mail room equipment or machines to perforate, stuff envelopes, or apply postage.
  • Sorted and placed mail on racks, shelves or in bins according to predetermined sequence.
  • Sorted and placed materials or items on racks, shelves, or bins for transport to recipient or destination.
  • Bundled, labeled and routed sorted mail to designated areas depending on destinations and according to established procedures and deadlines.
  • Collaborated with other employees to complete large shipment orders and during high-volume mailing periods.
  • Placed incoming and outgoing letters and packages into containers based on destination and type, applying appropriate identifying tags on sacks and bins.
  • Troubleshot office equipment, computer hardware and software issues.
  • Maintained a log of all incoming and outgoing mail items.
  • Received and sorted incoming mail, packages, and courier deliveries.

Office Administrative Assistant

Boston Children's Hospital
Boston, MA
01.2020 - 11.2022
  • Organized and maintained filing systems, both paper and electronic.
  • Created expense reports, tracked invoices, and processed payments.
  • Prepared documents such as correspondence, presentations, spreadsheets, reports and other materials using Microsoft Office applications.
  • Assisted with scheduling meetings and appointments for the office staff.
  • Developed forms and procedures to improve workflow efficiency.
  • Set up new hire paperwork according to company standards.
  • Performed administrative duties such as photocopying, faxing documents and mailing packages.
  • Maintained confidentiality of sensitive data in accordance with company policies.
  • Sorted mail daily for distribution throughout the organization.
  • Collected data from various sources to create accurate financial statements on a monthly basis.
  • Managed employee records including payroll information, attendance tracking, vacation time requests.
  • Provided support to other departments by completing clerical tasks as needed.
  • Coordinated travel arrangements for employees including flights, hotels and car rentals.
  • Recorded minutes during weekly staff meetings.
  • Assisted in organizing events such as conferences or seminars.
  • Responded promptly to customer inquiries via email or phone.
  • Updated contact lists regularly with current employee information.
  • Tracked budget expenses related to departmental operations.
  • Managed office duties, ordered materials, organized workspaces, answered emails, and made phone calls.
  • Answered phones to direct callers, schedule appointments, and provide general office information.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Prepared payroll documents and maintained databases for financial offices.
  • Drafted professional business documents for various managers and executives.
  • Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Updated system to organize office documentation, maximizing efficiency and increasing productivity.
  • Drove customer feedback to deliver information to management for corrective action.
  • Executed on-time, under-budget projects by solving complex issues for senior leadership.
  • Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
  • Coordinated travel arrangements and completed expense reports for travel reimbursement.
  • Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.

Administrative Clerk

AstraZeneca Pharmaceuticals
Westboro, MA
11.2015 - 12.2019
  • Organized and maintained filing systems both electronically and manually.
  • Answered inquiries from customers regarding services or products offered by the company.
  • Maintained accurate records of financial transactions using accounting software programs.
  • Developed spreadsheets to track accounts receivable balances due from customers.
  • Reviewed all invoices for accuracy prior to processing payment requests.
  • Generated monthly performance reports based on organizational objectives.
  • Resolved customer complaints in a timely manner.
  • Provided administrative support to the executive team.
  • Performed office automation duties using email, desktop publishing and spreadsheets.
  • Delivered exceptional customer service through direct communication with clients and team members.
  • Leveraged office tools and equipment to copy and distribute forms, reports and correspondence.
  • Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
  • Conducted research and compiled data for consideration in reports or projects.
  • Organized and maintained filing systems, ensuring accuracy and confidentiality.
  • Monitored and managed office budget and expenses.
  • Assisted in the coordination and organization of special events and meetings.
  • Supported project teams by performing administrative tasks related to the project.
  • Managed daily office operations and administrative support tasks efficiently.
  • Coordinated the maintenance of office equipment and facilities.
  • Coordinated and scheduled meetings, appointments, and travel arrangements for management.
  • Answered telephones, directed calls, and took messages.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Reviewed files, records and other documents to obtain information or respond to requests.
  • Typed, formatted and edited correspondence and other documents.
  • Copied, sorted and filed records of office activities and business transactions.
  • Monitored office supply stock levels and placed timely orders for replenishment.
  • Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
  • Identified issues and utilized emotional intelligence and diplomatic communication to defuse.
  • Monitored and directed work of lower-level clerks.
  • Assisted with the implementation of new office procedures and administrative policies.
  • Operated office equipment such as photocopiers, scanners, and fax machines.
  • Maintained records and personnel files to drive administration and office support.
  • Answered phone to take messages or redirect calls to colleagues.
  • Managed daily office operations, including scheduling appointments and managing incoming calls.
  • Prepared and processed documents such as invoices, reports, memos and correspondence.

Administrative Officer

Bank Of New York Mellon Corp
Worcester, MA
09.2010 - 11.2015
  • Prepared and distributed agendas, minutes, presentations and other related materials for meetings.
  • Organized and maintained filing systems for confidential documents, correspondence, and reports.
  • Managed calendars to ensure efficient use of time; scheduled appointments as needed.
  • Compiled daily activity logs and updated records with pertinent information on a regular basis.
  • Answered incoming calls promptly and professionally; provided callers with accurate information or directed them to appropriate departments and personnel when necessary.
  • Ensured compliance with all organizational policies and procedures relating to administrative operations.
  • Monitored email accounts regularly and responded appropriately within established timeframes.
  • Automated office operations, managing internal communications, correspondence, record tracking and data analysis.
  • Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Developed administrative team to support corporate growth and objectives.
  • Negotiated contracts with vendors, securing favorable terms and cost savings.
  • Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
  • Proofread content for typo-free emails and documentation.
  • Directed customer inquiries to appropriate department personnel.
  • Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
  • Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
  • Maintained positive working relationship with fellow staff and management.
  • Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Assisted organizational efforts by filing, entering data and answering phones.
  • Reviewed and approved vendor invoices.
  • Encouraged and improved cross-department internal communication.
  • Scheduled service and changed and ordered toner to keep printers and copiers functioning.
  • Assisted in compiling monthly expense reports.
  • Coordinated travel arrangements, including flights, hotels, car rental reservations, and ground transportation.

Education

Associate of Applied Science -

ECPI University
Raleigh, NC

Skills

  • Policy and procedure modification
  • Proposal Writing
  • Procedure Development
  • Budget Adherence
  • Data Acquisition
  • Documentation and control
  • Office Management
  • Human Resources Support
  • Personnel Management
  • Document Control
  • Credit and collections
  • Relationship Building
  • Scheduling appointments
  • Account Reconciliation

References

References available upon request.

Timeline

Call Agent

Disability Determination Services
06.2024 - Current

Mailroom Clerk

Disability Determination Services
04.2023 - 06.2024

Office Administrative Assistant

Boston Children's Hospital
01.2020 - 11.2022

Administrative Clerk

AstraZeneca Pharmaceuticals
11.2015 - 12.2019

Administrative Officer

Bank Of New York Mellon Corp
09.2010 - 11.2015

Associate of Applied Science -

ECPI University

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Kwabena Bonsu