Robin Bruce
Capitol Heights,MD
Summary
Extremely motivated professional with 10 years of administrative, financial and database management experience. Well-versed experience in creating data reports, updating database records and processing financial transactions. Outgoing team player equipped with exceptional interpersonal, communication and writing skills. Authorized to work in the US for any employer Banking Office Management Financial Management Benefits Administration Financial Analysis Customer Service Call Center Human Resources, Employee Orientation Payroll management Schedule management Operational risk management Auditing Leadership (10+ years) Coaching (10+ years) Multi-line phone systems services Technical support Software troubleshooting.
Overview
10
10
years of professional experience
Work History
Teleservice Representative
Kaiser Permanente
11.2022 - Current
- Responded to customer calls and emails, and live chats to answer questions about products and services.
- Understands members' request and schedules primary care or selected specialty appointments for medical treatment or sends message to the member's Health Care Team
- Uses defined scripts per members' symptoms, following its directives for disposition and documents in the medical record according to established workflow
- Transfers calls to medical advice nurse or other departments when indicated or directed by script
- Provides information about location of medical centers, pre-appointment preparation, and limited, related member benefit information
- Schedules follow up appointments for providers
- Minimized escalations by identifying and addressing client needs.
- Opt members in for appointment SMS text reminders
- Reviews Health Maintenance Reminders with members, booking appropriate appointments as needed
- Assists members to select a personal provider and pre-enrolls callers as needed
- Makes changes to callers' address, medical center, or other demographic information as needed
- Schedules video conferencing appointments and provides technical support for members with
- Telemedicine Appointments
- Assists Telemedicine providers by faxing prescriptions and referrals, as needed
- Initiates on-line meetings and provides introduction of member to Telemedicine physician
- Performs other related duties as directed
Event Coordinator
Smart City Networks
05.2022 - 11.2022
- Managed event logistics and operations.
- Resolves all errors of customer billing and interfaces with customers to solve issues and suggest additional services, if needed
- Initiates credit card searches and resolves billing/payment issues with client
- Understands and clearly explains all aspects of company products to the customers
- Ensures compliance with company policy in relation to customer credit card and prepayment requirements
- Responds to complex questions regarding multiple areas, including accounting, billing, networking, collections, etc
- Provides guidance and training to lower level CSRs
- Functions as a lead, regional specialist, or assistant to manager as needed
- Provides proactive support and coordination for pre-show and on-site collection efforts
- Reviews billing with show management
Assistant Branch Manager
JP Morgan Chase
01.2019 - 05.2022
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Reviewed credit applications for risk factors and credit worthiness.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
Administrative Assistant
Callaham HVAC Services
01.2017 - 01.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Serves as an Human Resources Specialist performing new hire orientations .
- Maintained and updated office records, both digital and physical.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
Client Service Representative
Bank of America
06.2016 - 01.2019
- Utilized automated financial banking database systems to process withdrawals, deposits and loan payments
- Developed automated processes and workflows to enhance manual financial processes and improve the customers' banking experience
- Processed the electronic documentation for the opening and closing of banking accounts for customers
- Educated customers on the banking products, bank account options and loan options for personal and business banking needs
- Reviewed quantitative financial and credit predictive models and conduct independent and group validation reviews
- Created innovative ways to improve the customers' wait times and the processing of in person banking transactions
- Resolved bank account discrepancies and transaction processing in a timely manner for customers
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Educated customers on use of banking website and mobile apps.
Custodian
United States Postal Service, USPS
08.2015 - 06.2016
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
- Kept building spaces premises clean inside and outside.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Checked in and stocked inventory throughout facility.
- Addressed customer feedback and complaints to maximize satisfaction.
Administrative Assistant
Battles Transportation
11.2013 - 08.2015
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Education
Bachelor of Science - Business Administration
Strayer University
Suitland, MD2022
High school diploma or GED -
Fairmont Heights High School
2008
Skills
- PeopleSoft and Adobe Acrobat Reader
- Typing: 75 WPM
- Microsoft (word, Excel,Powerpoint and Outlook)
- PowerPoint
- Access
- SOP
- Sales Skills
- Results-driven
- Technical skills
- ADP
- Documentation
- Numerically-savvy
- Administrative support
- Call Handling
Timeline
Teleservice Representative
Kaiser Permanente
11.2022 - Current
Event Coordinator
Smart City Networks
05.2022 - 11.2022
Assistant Branch Manager
JP Morgan Chase
01.2019 - 05.2022
Administrative Assistant
Callaham HVAC Services
01.2017 - 01.2019
Client Service Representative
Bank of America
06.2016 - 01.2019
Custodian
United States Postal Service, USPS
08.2015 - 06.2016
Administrative Assistant
Battles Transportation
11.2013 - 08.2015
Bachelor of Science - Business Administration
Strayer University
High school diploma or GED -
Fairmont Heights High School
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