Laurie Ferro
Cheektowaga,New York
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
16
16
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
Cheektowaga, New York
06.2023 - 05.2024
- Verified taxpayer information and updated records accordingly.
- Provided personalized service tailored to each taxpayer's needs.
- Adhered to established policies and procedures while providing exceptional customer service.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every taxpayer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Managed customer expectations by clarifying needs, identifying options, and recommending lowering the number of dependents.
Contact Tracer
Staffing Solutions
Buffalo, New York
11.2020 - 05.2022
- Provided guidance to contacts on when and how to quarantine or self-isolate in order to prevent further spread of infection.
- Assessed the risk of transmission by determining the type of contact, duration, and frequency of contact between index cases and their contacts.
- Collected patient details like names, dates of contact, and phone numbers when provided willingly
- Showcased high emotional and cultural intelligence in patient interactions.
Administrative Assistant
Erie County Medical Center
Buffalo, New York
01.2020 - 11.2020
- Prioritized and organized tasks to efficiently accomplish service goals.
- Coordinated discharge planning for patients.
- Answered call lights promptly and responded to patient needs in a timely manner.
- Maintained accurate records of patient care, condition, progress, and concerns.
- Collaborated with other healthcare professionals to ensure quality patient care.
- Greeted visitors in a friendly manner; provided directions when needed.
Medicare Specialist
Blue Cross Blue Shield of Western New York
Buffalo, New York
06.2014 - 12.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
Administrative Assistant
UBMD Orthopaedics & Sports Medicine
Cheektowaga, New York
12.2016 - 09.2017
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted patients in a professional manner, responding to inquiries, and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Handled confidential documents in an organized fashion according to established protocol.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Responded to customer issues to provide immediate resolution and improve retention.
Human Resources Manager
P&B Capital Group
Buffalo, New York
04.2008 - 09.2010
- Identified, screened and interviewed potential employees.
- Organized orientation sessions for new hires and provided them with onboarding information.
- Maintained employee records in accordance with company policy and applicable legal requirements.
- Assisted in the development of performance management systems including goal setting, performance reviews, corrective action plans and disciplinary procedures.
- Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
- Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
- Coordinated various benefits programs such as medical insurance, retirement plans and vacation policies.
- Ensured compliance with federal, state and local employment laws.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Administered bi-weekly payroll for many employees in full compliance with internal and legal standards.
Education
Master of Science - Higher Education Administration
SUNY At Buffalo
Buffalo, NY12-2011
BBA - Business Administration And Management
Pace University
Pleasantville, NY05-2008
Skills
- Emotional Intelligence
- Results-Driven
- Strong interpersonal skill
- Customer Service
- Analytical Problem Solving
- Composed Demeanor
- Strong Oral Communication Skills
- Effective Written Communication
- Customer Experience Improvement
- Skilled in Microsoft Office Applications
- Skilled in Resolving Complaints
- Critical Thinking Skills
- Efficiency Enhancement
- Coordinated Scheduling Proficiency
Accomplishments
- Most Initiative Employee
- Best Telephone Voice
Timeline
Contact Representative
Internal Revenue Service, IRS
06.2023 - 05.2024
Contact Tracer
Staffing Solutions
11.2020 - 05.2022
Administrative Assistant
Erie County Medical Center
01.2020 - 11.2020
Administrative Assistant
UBMD Orthopaedics & Sports Medicine
12.2016 - 09.2017
Medicare Specialist
Blue Cross Blue Shield of Western New York
06.2014 - 12.2017
Human Resources Manager
P&B Capital Group
04.2008 - 09.2010
Master of Science - Higher Education Administration
SUNY At Buffalo
BBA - Business Administration And Management
Pace University
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