Octavia Ross
Summary
My objective is to secure a position with a well-established organization that will enable me to use my strong organizational skills and educational background. My experience includes having the ability to multi-task, problem solving, data entry, time-management and being an independent motivated professional. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Research Clerk
US BANK
10.2016 - 12.2023
- Process incoming mortgage trail documents shipments: count and sort boxes/trail documents
- Organize trail documents within designated vault area by Ginne Mae, Fannie Mae, Freddie Mae
- Review and process trail documents in Embturst
- Confirm trail documents are deposited and billed correctly.
- Run Embtrust deposit report daily.
- Deliver trail documents to vault to be filed.
- Processed incoming and outgoing mail and packages according to established procedures.
- Utilized office management software to record and track customer information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Supported staff on special assignments and ad hoc projects.
Document Review Associate
US BANK
10.2016 - 12.2023
- Responsible for researching various issues and reporting exceptions for FNMA Corporate Trust
- Clients to ensure client satisfaction, quality control, and compliance with custodial agreements.
- Review loan (or collateral) documents, handle file processing and works with external/internal clients and contacts to determine the source of any problems and correct errors.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Subcontractor Expense Coordinator
DIVERSIFIED MAINTENANCE SERVICE
10.2013 - 12.2015
- Documenting and resolving escalated vendor payment disputes in a timely manner.
- Complete research within company database to provide vendors with a breakdown of payment issues.
- Explain the proper protocols that need to be followed for payment process.
- Addressed client quality issues and followed up to make sure services were satisfactory.
- Maintain a high-volume workload within a deadline driven environment.
- Monitored OSHA compliance standards at job site.
- Delivered high level of service to all customers and effectively resolved issues.
Administrative Assistant
RANDSTAD STAFFING (HSBC)
05.2012 - 09.2013
- Print and mail mortgage payment, denial approval statement to customer, send correspondence accordance to company policies and procedures.
- Update and verify customer information on computer system.
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Administrative Assistant
MANPOWER STAFFING (STATE FARM INSURANCE)
08.2011 - 03.2012
- Provided high-level administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as:
- Copying reports to cc's
- Scheduling meeting and arranging conference calls
- Typing/word processing of documents
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Customer Services Representative
UNITED HEALTHCARE
12.2010 - 02.2011
- Answered incoming calls from customers while ensuring a high level of customer services and maintain Productivity.
- Respond to complex customer calls.
- Resolve customer services inquiries which include:
- Benefit and Eligibility information
- Billing and Payment issues
- Customer material request
- Physician Assignments
- Authorization of Benefits (EOB)
- Provided excellent customer services constantly meet productivity, schedule adherence, and quality standards.
- Proven ability to develop and implement creative solutions to complex problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Expeditor
The Home Depot
03.2006 - 08.2008
- Provided superior customer service to consumers
- Met customer requirements in a positive and professional manner
- Answered customer inquiries and resolved problems between service providers, manufacturers and customers
- Maintained system records and updated installation schedules, ship dates and customer communication notes.
- Assisted Tasking Group with backdated orders to help meet daily goals.
- Effectively handled inbound calls answering 15-20 calls per day.
- Maintained customer updates, product orders and installations.
- Participated in in-store training programs.
- Observed and performed key making, paint mixing, and garden maintenance.
- Trained store associate on SOSI Program usage.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Customer Service Representative
Oxford Health Plans
09.2005 - 06.2006
- Handled high call volume assisting members with various requests regarding medical insurance benefits
- Verified medical deductible benefits
- Explained benefits to members and providers.
Billing Claims Processor
Concentra Integrated Services
08.2003 - 02.2005
- Processed workers compensation insurance claims and medical bills
- This involved printing and posting, quality batching and preparing bills to be entered into the system for verification and error correction
- Programs utilized included but were not limited to Microsoft Windows, Powertrak and Citrix.
- Evaluated accuracy and quality of data entered into agency management system.
- Followed up with customers on unresolved issues.
Mortgage Loan Processor
JPMORGAN CHASE BANK
06.2002 - 07.2003
- Obtain information of each loan file from pre-approval to closing
- Input loan information into database for processing
- Verified that all loan documentation is accurate and complies with company policy.
- Review file documentation and make sure all items needed are requested.
- Order and coordinate loan documents
- Required monthly deadlines completed as needed for processing each loan.
- Perform any additional duties/activities assigned by management.
- Team projects
- Lender and mortgage insurance underwriting
- Handled any conditions sent from underwriting departments.
- Communicated with originator and applicant concerning progress of loan file.
Billing Processor
Marsha Advantage & Co. /Remedy Staffing
01.2002 - 03.2003
- Conducted medical review of individual provider and hospital claims for coding and billing accuracy.
- Processed/reviewed documents for compliance level care, complex claims and adjustments for all physicians.
- Investigated and resolved difficult issues to achieve customer satisfaction.
- Set up customer accounts in company billing system to accurately send bills and apply payments received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Customer Service Clerk
Time Customer Services
01.2000 - 05.2001
- Processed and batched mail for order entry
- Created spreadsheets for reporting purposes
- Handled routine correspondence (mail and faxes)
- Purchased supplies and performed data entry as needed.
- Educated customers on best-fit selections by listening to personal desires and purchase limitations.
- Responded to customer needs through competent customer service and prompt problem-solving.
Data Entry Operator
Physicians Healthcare
02.1998 - 07.2000
- Utilized data processing skills to input and update customer billing files
- Performed general clerical duties including filing
- Data Entry (Numeric 9,000 ksph)
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
Education
Diploma -
Hillsborough High School
Tampa, Florida06.1995
Skills
- Internet
- Microsoft Office 2003 & 2007{Word, Excel, PowerPoint}
- Professional and Mature
- Customer Service and Support
- Medical Billing
- Clerical Skills
- Data Entry
- Records Maintenance
- Document Editing
- Outgoing Mail Preparation
- Record Sorting and Filing
- Data Entry and 10-Key
Timeline
Document Review Associate
US BANK
10.2016 - 12.2023
Research Clerk
US BANK
10.2016 - 12.2023
Subcontractor Expense Coordinator
DIVERSIFIED MAINTENANCE SERVICE
10.2013 - 12.2015
Administrative Assistant
RANDSTAD STAFFING (HSBC)
05.2012 - 09.2013
Administrative Assistant
MANPOWER STAFFING (STATE FARM INSURANCE)
08.2011 - 03.2012
Customer Services Representative
UNITED HEALTHCARE
12.2010 - 02.2011
Customer Service Expeditor
The Home Depot
03.2006 - 08.2008
Customer Service Representative
Oxford Health Plans
09.2005 - 06.2006
Billing Claims Processor
Concentra Integrated Services
08.2003 - 02.2005
Mortgage Loan Processor
JPMORGAN CHASE BANK
06.2002 - 07.2003
Billing Processor
Marsha Advantage & Co. /Remedy Staffing
01.2002 - 03.2003
Customer Service Clerk
Time Customer Services
01.2000 - 05.2001
Data Entry Operator
Physicians Healthcare
02.1998 - 07.2000
Diploma -
Hillsborough High School
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