Miriam Ottesen
Humble,USA
Summary
Highly motivated and customer-centric professional with 6+ years of experience in providing exceptional customer service and support, consistently exceeding customer expectations. Proficient in problem-solving, conflict resolution, excellent communication and skills with outstanding proficiency of the English language with editing content and structuring and polishing grammar. Adept at building rapport with employees and clients. Manage high-volume inbound/outbound calls interfacing with HR, customers, and healthcare professionals, reducing call wait times by 15%. Demonstrate empathy ensuing courteous and effective issue resolution.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Reed Group
10.2015 - 02.2021
- Handled 35+ calls per day assisting employees with claims and provided assistant with applications and relevant interest about their payment
- Processed leave of absence and benefit claims for employees while practicing the highest level of integrity and ethics
- Safeguarded confidential and privacy of the Employee and Healthcare industry
- Handled high-volume of incoming calls and performed outbound calls as necessary
- During calls, I interfaced with Human Resources, customers, and health care professionals
- Showed empathy while listening and connecting with the employee while validating their perspective, be knowledgeable about the information and skills acquired in this role, ensured courtesy, ethical behavior, and caring for customers
- Reviewed, detected, and resolved concerns, clarified and generated solutions to their needs to better assist employees, the wellness program, and employees
- Diligently worked providing excellent customer service doing more than the job requires to achieve excellent results
- Continuously trained to keep current with new programs to better serve our employees and clients
Personal & Executive Assistant to the Chairman of the Board & CEO, Document Control
Franks International, CDM Construction
04.2015 - 10.2015
- Supported Chairman of the Board, Chief Executive Officer and Sr
- Vice President with convoluted calendar, handled phone calls, expense reports, interfaced with Board Members, their travel arrangements, and scheduled meeting rooms
- Provided support to other Executives in Accounting, Office Services, and Legal Counsel
- Assisted Human Resources with benefit open enrollment, coordinated employees’ meetings, validated background checks, employment verification, scheduled drug screening, updated employee coverage, screened phone calls, correspondence, modified benefits, processed timesheets, and processed Payroll
- Handled confidential and sensitive documents, and reports
- Organized and managed personal and family activities, political, social events, meetings, and political and local fundraisers while working with numerous vendors
- Planned conferences and coordinated complex worldwide travel arrangements, scheduled and monitored log for private jets and provided passenger’s list
- Renewed passports and obtained worldwide visas
- Placed office supplies order and maintained inventory; running different assignments for Chairman
- Responsible for Document Control – processed record retention or destruction for closed-out projects files before moving to a new facility
- Entered data in their Access database creating new files in accordance with company’s policy using filing index, standards, and followed record retention procedures
- Participated in special projects
Executive Assistant / Office Manager to the District Manager and Controller
TIC – The Industrial Company
06.2014 - 03.2015
- Assisted District Manager and Controller with daily responsibilities such as complex calendars, answering their phones, scheduled meetings on-site and off-site, worldwide travel arrangements for the office, and receive incoming mail, sorted and distributed
- Responsible for on-site employee’s meetings, vendors, caterers, office supplies, office seating map and set up welcoming meetings for new employees
- Responsible to order ahead of time new employee’s equipment and furniture
- Met with vendors and caterers when coordinating events with catering
- Met with vendors for office and kitchen supplies and kept stock
- Offered dedicated service to client and retailers continuing identifying new opportunities
- Prepared presentation material for meetings
- Explored new providers for marketing awards
- Supported the front office when Receptionist was on breaks, lunch, and on vacation
- Managed moved and lead multiple departments and groups
- Met real estate agent and moving company for a smooth transition
- Assisted agency for new space, furniture, and logistics for new location and supervised office space and equipment
- Assisted HR with open annual enrollment, developed relationship with Landlord and managed leasing agreement
- Assisted with interviews and travel
- Main contact for internal employees’ communication and liaison with outside professional contacts
- Contributed heavily with top projects, prepared estimates, negotiated rates, and supervise projects ensuring
- Primary contact for hotels enquiries and visited properties
- Organized and attended when organizing conventions, seminars, and symposiums
Executive & Personal Assistant, Office Manager
S&N Pumps ClydeUnion, an SPX Brand
08.2011 - 06.2014
- Processed international business visas, LOI letters, and passports
- Worked with local and international hotel chains when hosting meetings
- Streamlined office operations for productivity and created a highly accessible filing system, provided dedicated service to client and vendors and continuing identifying new opportunities
- Presented best proposals for installing security cameras and card reader system in the office
- Handling different assignments for office, CEO and his family
- Supported the front desk when Receptionist was on breaks, lunches, and on vacation hired temporary employees
- Assisted Controller with AP/AR, processing invoices, petty cash, providing customer service to clients
- Assisted President with health insurance as an Ex-Pat with claims, appointments, and all business related to the family
- Recognized for purchasing acumen and accountable for facilities’ issues including building management and decision making for the office’s requirements
- Primary contact for hotels enquiries and visited properties when setting-up meeting and conferences
- Interacted with Board of Directors, management, executives, worldwide salesmen, local and international staff when setting up meetings, conferences, boot camps, and trade-shows
- Coordinated hotels, caterers, and ground transportation for visitors
- Focal point for Human Resources when candidates interviewed, hotel, and ground arrangements during their visit, assisted with yearly open enrollment, new hiring process, mailing offer letters, background checks, scheduled interviews, employee’s meetings, accountable for office space, computer equipment, cell phones, business cards, and office supplies for new employees
- Developed and managed relationship with landlords and reviewed contracts
- Interfaced with all levels of management and responsible for executives’ logistics and transportation
Executive Assistant to CEO, Sr. EVP, Vice Presidents, Directors and Managers
Foster Wheeler, Maersk Oil, Wood Partners, Baker Hughes
11.2010 - 08.2011
- Maintained and contributed in keeping the filing system for Operations and Marketing and maintained contact list for Marketing
- Collaborated with Accounting to process invoices, contractor’s timecards, contracts and agreements and established accounts and purchased orders for new vendors
- Attended and participated with onsite or offsite when organizing logistics for meetings, shows, and conferences
- Created spreadsheets for the Construction Department with statistics from different Project Managers and projects consolidating several years of data
- Acted as a liaison between assistants in Mexico, South America and Europe as well as company executives and assisted with documents in Spanish, translated files, and supported the Latin American Sales Force
- Accountable for all incoming correspondence, Inter-office, regular, and couriers
- Using online system created shipping labels
- Assisted Facilities when staff departments moved within the company, completing forms and boxes delivered on time with instructions
Executive & Personal Assistant to Director of Ras Tanura Project and Design Engineering
Saudi Aramco
01.2008 - 11.2010
- Assisted a very dynamic Project Director to lead a multi-billion-dollar project with Sr
- Design Engineering and local and foreign team
- Assisted Director when attending conferences and board meetings locally and overseas and managed local and international staff when setting up corporate events, and trade shows
- Responsible for Executives from Saudi Arabia when attending project meetings with lodging and transportation
- Supported other departments with various projects in Finance, Human Resources, and Business Office
- Primary contact for hotels enquiries and interacted with management and executives
- Processed vendor’s invoices and payments
- Responsible for paying personal bills for corporate housing, managed projects, and scheduled appointments for personal household
- Collaborated with Directors, Managers, and their families when scheduling school and medical appointments as they had language barriers, and enrolled them in universities for ESL classes
- Acted as a liaison between Assistants in Saudi Arabia as well as company executives for an easy transition
- Supported new members of the project when relocating to Houston and assisted foreign Executives when visited with lodging, travel, meetings, organized their personal vacations, and transportation
- Responsible for keeping documentation with Immigration and the State Department and obtained foreign visas
Executive and Personal Assistant to CEO - Maxus Energy
Repsol
06.2007 - 12.2007
- Worked for the CEO with convoluted daily calendar, managed international and domestic travel arrangements and lodging, scheduling local and virtual meetings between Madrid and Houston, provided assistance to CEO’s family when traveling with him
- Collaborated with family’s travel, responsible for corporate housing with weekly numerous services, purchased groceries before their arrival, and all their personal matters when in Houston
- Booked car rental services or a chauffeur’s servicers for easy transportability
- Acted as liaison between Assistants in Spain as well as company executives and translation of correspondence and emails
- Created and maintained Excel spreadsheets, reports, and presentations
- Supervised reconciliation with the Finance Department with expenses between Spain and the United States
Education
Degree - Integrated Marketing and Communications
College of Distributive Trades
Certificate - French as a Foreign Language
Université de Touraine
Certificate - Administrative Assistant
Heald Business College
San Francisco, CaliforniaSkills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
Accomplishments
I often exceed customer and company expectations. Once I answered that phone call, I told myself that I was going to show empathy, concern, compassion, kindness. I was going to show sensitivity and humaneness, listening carefully to every word to aid them efficiently with their worriness. Worked the extra mile speaking with managers' deciding their fate, and how the claim be approved today. I called the physician's office to obtain missing documentation or images for their case. I achieved my goal about 40% of my call volume. Implemented the CAR method, challenge, action, and result. This method assisted maintaining a daily challenge to keep the calls between 40-50 per day. The action was achieving this goal because it was going to be the result that the caller would receive the best result to their satisfaction.
Education Certificates
- College of Distributive Trades, London, England, Degree in Integrated Marketing and Communications
- Université de Touraine, Tours, France, French as a Foreign Language Certificate
- Heald Business College, San Francisco, California, Administrative Assistant Certificate
- Took over 300+ hours of different Certificates for new equipment, how to improve personal relationships
Qualifications And Expertise
- Highly motivated and customer-centric professional with 6+ years of experience in providing exceptional customer service and support, consistently exceeding customer expectations.
- Proficient in problem-solving, conflict resolution, type 77 WPM, 10-key by touch, excellent communication and skills with outstanding proficiency of the English language with editing content and structuring and polishing grammar.
- Adept at building rapport with employees and clients.
- Manage high-volume inbound/outbound calls interfacing with HR, customers, and healthcare professionals, reducing call wait times by 15%.
- Demonstrate empathy ensuring courteous and effective issue resolution.
Certification
Administrative Assistant Certificate
How to deal with difficult people in the office
Received more than 300+ hours for training on equipment, diverse classes, new operating system.
Languages
French
Limited Working
Spanish
Native or Bilingual
English
Native or Bilingual
Italian
Elementary
Timeline
Customer Service Specialist
Reed Group
10.2015 - 02.2021
Personal & Executive Assistant to the Chairman of the Board & CEO, Document Control
Franks International, CDM Construction
04.2015 - 10.2015
Executive Assistant / Office Manager to the District Manager and Controller
TIC – The Industrial Company
06.2014 - 03.2015
Executive & Personal Assistant, Office Manager
S&N Pumps ClydeUnion, an SPX Brand
08.2011 - 06.2014
Executive Assistant to CEO, Sr. EVP, Vice Presidents, Directors and Managers
Foster Wheeler, Maersk Oil, Wood Partners, Baker Hughes
11.2010 - 08.2011
Executive & Personal Assistant to Director of Ras Tanura Project and Design Engineering
Saudi Aramco
01.2008 - 11.2010
Executive and Personal Assistant to CEO - Maxus Energy
Repsol
06.2007 - 12.2007
Certificate - French as a Foreign Language
Université de Touraine
Certificate - Administrative Assistant
Heald Business College
Degree - Integrated Marketing and Communications
College of Distributive Trades
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