OLIVIA COLE
State of Minnesota - DEED
Minnesota,MN
21
years of professional experience
Results-driven Administrative Professional experienced in streamlining office procedures and enhancing interdepartmental communication. Delivered exceptional customer service while maintaining accurate data entry and recordkeeping. Achieved efficient claims processing and resolution through strong analytical skills and effective collaboration, contributing to organizational success.
Work History
Claims Adjudicator
5 Months- Interpreted state policy to adjudicate complex benefit issues with accuracy and consistency.
- Determined unemployment insurance eligibility by reviewing claims, wage records, and supporting documentation.
- Conducted fact-finding interviews to resolve disputed claimant and employer statements.
- Prepared detailed determinations explaining findings, decisions, and appeal rights.
- Provide effective and efficient review and processing of claims for the Paid Leave program.
- Consistently meet accuracy and quality standards, service level agreements and ensure that compliance with program guidelines is always maintained.
- Monitor, document, and follow up on assigned claims
- Partner with internal teams as needed to ensure program guideline and service level agreements (SLA) are met.
- Perform user acceptance testing (UAT) when needed.
- Knowledge of standard operating procedures for reviewing and processing claims.
- Knowledge of data protection laws (EG-HIPAA) and handling of sensitive application information.
- Knowledge of state and federal regulations regarding family and medical leave.
- Coordinated with claimants, employers, and internal staff to obtain missing evidence.
- All other duties as assigned.
ADMINISTRATIVE ASSISTANT SR. ASSOCIATE
3 Years 4 Months- Streamlined office procedures, enhancing workflow efficiency and reducing administrative bottlenecks.
- Performed research to collect and record industry data.
- Facilitated communication between departments, ensuring alignment on project timelines and deliverables.
- Developed and maintained filing systems, improving document retrieval speed and accuracy.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
CLAIMS MANAGER AND ADMINISTRATIVE ASSISTANT
8 Years 1 Month- Led claims processing operations, ensuring compliance with regulatory requirements and company policies.
- Knowledge of claims processing best practices and technologies, with expertise in supervising and auditing the adjudication process.
- Developed and implemented strategies to enhance claims accuracy and reduce processing time.
- Ability to work in a fast-paced environment and meeting short deadlines.
- Mentored team members on best practices for claims management and resolution techniques.
- Ability to develop, implement and improve projects to produce desired results in a timely fashion.
- Analyzed claim trends to identify areas for improvement and optimize workflows.
- Collaborated with cross-functional teams to resolve complex claim disputes effectively.
- Managed vendor relationships, negotiating terms to enhance service delivery in claims management.
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Knowledge of data analysis tools for monitoring performance and quality control.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions.
FRAUD PREVENTION ANALYST
4 Years 1 Month- Analyzed transaction patterns to identify and mitigate fraudulent activities.
- Developed and implemented fraud detection strategies to enhance operational efficiency.
- Collaborated with cross-functional teams to improve fraud prevention protocols.
- Monitored account activity for suspicious behavior using advanced analytics tools.
- Reviewed regulatory compliance standards to ensure adherence within fraud prevention operations.
- Processed eMoney Transfer to prevent fraudulent activity.
- Use prescribed tools and methodologies to approve or decline transactions.
- Interview customers via phone to determine transaction Legitimacy.
- Provide analysis and feedback on consumer behavior requested from senior management.
- Make recommendations for system and processes to increase efficiencies and enhance customer experience.
CREDIT CARD DISPUTE SPECIALIST
4 Years- Developed and implemented process improvements to enhance operational efficiency and service quality.
- Led cross-functional teams to deliver customer-focused solutions and drive project success.
- Analyzed data trends to identify areas for improvement and optimize service delivery mechanisms.
- Mentored junior team members, providing guidance on best practices and performance standards.
- Handle and resolved credit card dispute.
- Handle and resolved credit card dispute.
- Make outbound calls and take outbound calls.
- Collect customer information for analysis.
- Prepare and send out payment invoices
DILEMMA TEAM
1 Year- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Handled Travel and hotel reservations needs for customers.
- Make sure travelers’ reservation are correctly booked.
- Take inbound calls and make outbound calls.
- Take payment over the phone
Education
Bachelor of Science - Human Resources/Accounting
Skills
Claims processing
Claims management
Data entry
Financial analysis
Client relations
Client relations
Office administration
Administrative support
Microsoft Office Suite
File organization
Computer proficiency
Document management
Deadline oriented
Critical thinking
Claims oversight
Customer service
Timeline
Claims Adjudicator
State of Minnesota - DEED
05.2026 - CurrentRead More
ADMINISTRATIVE ASSISTANT SR. ASSOCIATE
New York Life Insurance Co
10.2022 - 02.2026Read More
CLAIMS MANAGER AND ADMINISTRATIVE ASSISTANT
Cigna - Now New York Life Insurance Company
09.2014 - 10.2022Read More
FRAUD PREVENTION ANALYST
MoneyGram
08.2010 - 09.2014Read More
CREDIT CARD DISPUTE SPECIALIST
Intelenet America
08.2006 - 08.2010Read More
DILEMMA TEAM
ACS Travel Division
08.2005 - 08.2006Read More
University of Minnesota, Mankato
Bachelor of Science from Human Resources/Accounting
Read More