LAUREN RAYMOND
Prescott Valley,AZ
Summary
Senior Customer Service Representative Specialist with more than 20 years of successful experience in customer service and support with recognized strengths in insurance claims, problem-solving, and planning/implementing proactive procedures to avoid problems in the first place. A team player with leadership skills looking to obtain a position in the customer service field with a company that will benefit from my marketable skills and educational training.
Overview
31
31
years of professional experience
Work History
SPED Clerk & Administrative Assistant
Ball Charter Schools- Dobson Academy & Val Vista Academy
Gilbert, Arizona
07.2019 - Current
- Schedule/coordinate all IEP meetings for current caseload of 200+ for 3 schools
- Gather input from teachers to parents to input into IEP pro
- Handling multifaceted clerical tasks (e.g., data entry, filing, records management and verification of employment) as the clerk in the administration department of the school
- Prepare and maintain sensitive files and records
- Organize testing materials; create and modify schedules pertinent to the school Special Education program; organize and prepare materials in support of Special Education tutoring and/or summer school program
- Maintain a variety of files and/or records, following established guidelines, to ensure the accurate retrieval of Special Education data for reporting purposes
Customer Service Representative II Card Services & Fraud Recovery Specialist
JP Morgan Chase
Tempe, Arizona
11.2016 - 06.2019
- Answered inbound calls regarding disputes, billing questions, and payment posting Credit card fraud investigation and recovery
- Contributed ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Processed electronic payments as requested and provide all required disclosures concerning them
- Assisted customers in managing their accounts by ensuring that payment arrangements were effective and that information was provided to assist customers in complying with the Credit Card Agreement
- Provided exceptional high-level customer support for inbound calls from all over the nation
Paraprofessional- Special Education & Kindergarten
Ball Charter Schools- Dobson Academy & Val Vista Academy
Chandler, Arizona
05.2010 - 11.2016
- Provided one-on-one tutoring and small group instruction in effective reading/writing strategies (Grades 1-3)
- Worked with individuals or a small group of high-functioning mentally impaired and Autistic spectrum students
- Assisted the teacher in devising unique strategies or reinforcing materials or skills based on a perceived understanding of individual students
- Implemented the Individualized Education Program (IEP) goals and behavioral modification programs
Instructional Assistant
Mesa Public Schools
Mesa, Arizona
08.2008 - 05.2011
- Responsible for coordinating and/or participating in special programs or projects as assigned
- Assisted students individually and in small groups in meeting course expectations and improving academic and vocational skills
- Implemented strategies to teach basic 1st-3rd-grade reading, math, science, social studies, and social skills
- Assisted in performing general clerical duties related to classroom instruction and activities
- Provided support services such as tutoring for students K-8
Customer Service Representative
Farmers Insurance
Gilbert, Arizona
02.2007 - 09.2008
- Resolved customer complaints via phone
- Use telephones to reach out to customers and verify account information
- Tracking performance using Excel spreadsheets, word documents, and daily reports
- Setting up payments, verifying information, quoting & writing of policies, posting of payments & cash reconciliation/bank deposits
- Referred unresolved customer grievances for further investigation
Customer Service Representative
Safeway Inc
Tempe, Arizona
04.2006 - 02.2007
- Answered an average of 80 calls per day by addressing customer inquiries, solving problems, and providing new product information
- Processed forms, orders, and applications requested by the customers
- Identified, escalated priority issues and reports to the high-level management
- Researched and resolved complaints to ensure customer retention and satisfaction
- Maintained a thorough knowledge of the products and services offered
Office Manager
Allstate Insurance
Flagstaff, Arizona
02.1994 - 02.2001
- Responsible for processing payroll, maintaining employee files according to state and corporate regulations
- Maintained adequate documentation of transactions, including complete, accurate, and up-to-date files on residents and employees
- Maintained the general ledger that included journal entries, coding of invoices, accounts analysis, reconciliation, closing books, and setting up new accounts
- Facilitated residents and families to get appropriate insurance coverage, for home, and auto insurance
Customer Service Representative
American Family Insurance
Mesa, Arizona
09.2008
Education
Bachelor of Science - Hotel and Restaurant Management
Northern Arizona University
Flagstaff, ArizonaSkills
- Customer Relationship Management
- Administrative Support
- Customer Service Sales
- Hospitality
- Negotiation
- Communication Skills
- Customer Support
- IEP coordination
- Records maintenance
- Customer support
- Communication skills
- Team collaboration
- Organizational skills
- Attention to detail
- Time management
- Instructional support
- Adaptability strategies
- Quality assurance
- Strong interpersonal skills
Timeline
SPED Clerk & Administrative Assistant
Ball Charter Schools- Dobson Academy & Val Vista Academy
07.2019 - Current
Customer Service Representative II Card Services & Fraud Recovery Specialist
JP Morgan Chase
11.2016 - 06.2019
Paraprofessional- Special Education & Kindergarten
Ball Charter Schools- Dobson Academy & Val Vista Academy
05.2010 - 11.2016
Customer Service Representative
American Family Insurance
09.2008
Instructional Assistant
Mesa Public Schools
08.2008 - 05.2011
Customer Service Representative
Farmers Insurance
02.2007 - 09.2008
Customer Service Representative
Safeway Inc
04.2006 - 02.2007
Office Manager
Allstate Insurance
02.1994 - 02.2001
Bachelor of Science - Hotel and Restaurant Management
Northern Arizona University
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