Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

MARY MCSWAIN

Senior Clerical Staff
Tampa,FL

Summary

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. Systematic Administrative Assistant with successful experience in fast-paced office settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Efficient Medical Administrative Assistant skilled in tackling administrative and patient-oriented tasks in fast-paced environments. Versed in supporting high-volume administrative operations and fostering continuous satisfaction Astute medical administrative professional trained in appointments, front desk management and recordkeeping. Helps staff maintain office operations at optimal levels with great organizational and multitasking abilities. Skilled at typing correspondence and managing files. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 20 + years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
years of professional experience

Work History

Radial
Tampa, FL

Customer Service Representative
06.2018 - 12.2021

Job overview

  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Educated customers on special pricing opportunities and company offerings
  • Documented conversations with customers to track requests, problems and solutions
  • Assisted customers in making payments on accounts and setting up payment plans
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Reviewed customer account information to determine current issues and potential solutions
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
  • Escalated customer concerns, store issues and inventory requirements to supervisors
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages
  • Assessed customer needs and upsold products and services to maximize sales
  • Set up and activated customer accounts.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services and company information.
  • Processed customer adjustments to maintain financial accounts.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 93%
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 91%.
  • Entered orders into Salesforce computer database system.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Communicated professionally with colleagues, freelancers and clients.
  • Implemented and developed customer service training processes.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Trees And More
Tampa, FL

Business Owner
07.2012 - 12.2021

Job overview

  • Managed operations budgeting, accounts payable and accounts receivable and payroll
  • Resolved issues quickly through meticulous research and quick decision making
  • Conferred with customers to understand needs and finalize purchase order
  • Kept records for production, inventory, income and expenses
  • Kept up-to-date on regulatory changes affecting business operations
  • Developed business and marketing plans and prepared monthly financial reports
  • Set pricing structures according to market analytics and emerging trends
  • Reconciled daily sales, returns and financial transaction reports and prepared bank deposits
  • Reconciled daily sales and financial transaction reports and prepared bank deposits
  • Assessed damaged materials and notified maintenance personnel of needed repairs.
  • Entered income and expense details into business databases to track purchases and address variances.
  • Prepared bank deposits and handled business sales, returns and transaction reports.

City Of Tampa Parks And Recreation Department
Tampa, FL

Administrative Assistant
11.2007 - 03.2010

Job overview

  • Executed record filing system to improve document organization and management.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
  • Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
  • Set up conference rooms, technology and materials to facilitate meetings.
  • Interacted with vendors to purchase and set up equipment and services.
  • Updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Edited documents to improve accuracy of language, flow and readability.
  • Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
  • Monitored office calendars to plan meetings, activities and travel to maximize productivity.
  • Screened visitors and issued badges to maintain safety and security.
  • Leveraged accounting software to manage expenses and keep track of finances.
  • Recorded meeting minutes to provide historical account of actions, measure progress against strategic plan and drive accountability.
  • Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
  • Scheduled office meetings and client appointments for staff teams.
  • Created detailed expense reports to facilitate reimbursement for business expenses incurred.

Getronics
Tampa, FL

Project Coordinator
06.2004 - 08.2006

Job overview

  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Coordinated presentations for customers and project members to detail project scope, progress and results.
  • Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
  • Wrote technical narratives to document processes and design changes.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Maintained database and spreadsheets with accurate inventory and status.
  • Assembled manuals for team usage from vendor-supplied product data sheets and submittal information.
  • Responded to requests for information on materials to inquiring parties.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Photocopied, distributed and emailed documents to project managers.
  • Provided clerical support, addressing routine and special requirements.
  • Sorted, organized and maintained files.
  • Assisted with projects by applying strong analytical skills and studies.
  • Collaborated with team to optimize workflow and achieve objectives.
  • Researched and reviewed information in support of daily objectives.
  • Completed research, compiled data and assisted in timely reporting.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Whitfield Health Department
Dalton, GA

Administrative Secretary
02.2002 - 03.2004

Job overview

  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Conducted research to assist with routine tasks and special projects.
  • Recorded minutes at board meetings adhering to proper procedures and bylaws.
  • Enhanced projects with efficient schedules, coordinated related documents and organized resources to support unique demands.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Routed business correspondence, documents and messages to correct departments and staff members.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Identified communication channels to set roadmap to distribute information.
  • Created and updated records and files to maintain document compliance.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Facilitated timely review of proposals, correspondence and documentation to achieve key strategic initiatives.
  • Sorted, opened and routed mail and deliveries to meet business requirements.
  • Produced letters and memoranda to inform stakeholders of business decisions.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Audited customer files to verify medical necessity and satisfaction of coverage criteria.
  • Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
  • Enforced department policies and procedures to keep team operating effectively and delivering top-notch care.
  • Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
  • Assisted physicians and nurses with clinical procedures following safe practices.
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.

Education

Dalton State College

Associate of Applied Science from Business Administration And Management

Ultimate Academy

Associate of Applied Science from Medical Billing and Coding
06.1996

Skills

  • Credit card payment processing Report generation
  • Report creation Customer relations Call Center Operations Technologically savvy Promotional support High-energy attitude
  • Data evaluation Problem-solving abilities Clerical support
  • Order and Refund Processing
  • Customer Data Confidentiality
  • Needs Assessment
  • POS Systems and Ordering Platforms
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Data Entry and Maintenance
  • Understanding Customer Needs
  • Customer Inquiry Response
  • Report Creation
  • Call Transfers
  • Document Conversion
  • Report Preparation
  • Patient and Empathetic
  • Promoting Brand and Company Identity
  • Proficiency in Microsoft Office and G Suite
  • Critical Thinking
  • Establishing and Maintaining Customer Relationships
  • Complaint Response
  • Document and Records Management
  • Sales Report Generation
  • Statement Billings
  • Excellent Attention to Detail
  • Billing Adjustments and Refunds
  • Answering Emails
  • Recommending Solutions
  • Team-Oriented and Cooperative
  • Administrative and Office Support
  • Solving Customer Concerns
  • Skilled in Microsoft Office
  • Policy and Procedure Adherence

Timeline

Customer Service Representative

Radial
06.2018 - 12.2021

Business Owner

Trees And More
07.2012 - 12.2021

Administrative Assistant

City Of Tampa Parks And Recreation Department
11.2007 - 03.2010

Project Coordinator

Getronics
06.2004 - 08.2006

Administrative Secretary

Whitfield Health Department
02.2002 - 03.2004

Dalton State College

Associate of Applied Science from Business Administration And Management

Ultimate Academy

Associate of Applied Science from Medical Billing and Coding

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MARY MCSWAINSenior Clerical Staff