TYRELL ANDREW ELLIS
Washington,DC
Summary
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. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Motivated professional with extensive experience in customer service, sales and administrative tasks.
Overview
12
12
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
ROSS PROFESSIONAL SERVICES
05.2023 - Current
- Devise and install procedures and office practices and foresee administrative problems and requirement
- Work in Windows Applications of on- line computer operation ( enter system, search and print appropriate information and ability to input information e.g., vouchers, requisitions, actions, etc
- Answers and direct phone calls, make phone calls, taking and distributing messages, organizing and scheduling appointments, organizing and coordinating meetings, handling inquiries and incoming work requests, reviewing files and records to answer requests for information, checking and distributing documents and correspondence, receiving, sorting and distributing incoming mail, maintaining filing systems, compiling records of office activities such as photocopying, scanning and faxing, sending emails, preparing and sending outgoing mailings and packages, typing documents and correspondence, checking and entering data, updating and maintaining databases
- Has knowledge of and understanding of District Government rules, regulations, policies, and procedures which govern the administration of public assistance programs in the District
- Demonstrated ability to testify in hearing and court proceedings, as assigned
- Navigates and uses complex software applications, (e.g., business applications, customer relationship management software and databases, MS Office) to document and obtain information and/or to create and maintain reports
- Absorbed and retained information about new systems, policies, and procedures
- Review case history and previous case notes to understand and fully address customer issues, as well as minimize transfers to other teams
- Communicate effectively in English both orally and in writing, to explain complex policy and procedures clearly, courteously and effectively to the general public and document information extracted during customer interactions
- Assist with Medicare re-eligibility processed by mail and phone.
Retirement Plan Contribution Services Specialist
ICMA-RC, INTERNATIONAL CITY MANAGEMENT ASSOCIATION RETIREMENT CORPORATION
10.2020 - 01.2021
- Completes processing of all file sets without supervision to ensure departmental closing times are adhered to
- Monitors, researches, analyzes, and resolves suspense items daily, to ensure departmental goals are met
- Participates in developing and maintaining documented procedures to guide associates on special processing rules
- Participates on task forces, projects and meetings as assigned or delegated
- Provides ideas and suggestions for process, workflow, and policy improvements
- Discusses root cause analysis and error prevention in team meetings
- Participates in training, mentoring, and coaching of new hires, contractors and rotation associates assigned to PCS
- Assists with statistical and analytical reporting
- Subject matter expert for complex plans and processes
- Assists with gathering information for User Assurance Testing
- Other tasks and responsibilities as assigned or delegated.
Participant Services Associate
10.2018 - 10.2020
- Preformed account maintenance (Masterfile changes) and account transactions (loans and disbursement requests and request fulfillment) in a timely and accurate manner
- Researched, tracked, and resolved basic account issues by collaborating with other associates or departments
- Assisted participants with form completion, transaction processing and inquires, online access, plan enrollment, system navigation, and account specific inquiries
- Added value by directing participants to other resources, products, and services available within ICMA-RC as applicable
- Assisted participants with loans, withdrawals from retirement plans 401k, 401a, and 457b
- Assisted participants with submitting medical reimbursements from Retirement Health Savings Plan.
Senior Recovery Coordinator
Capital One
09.2016 - 03.2018
- Managed inbound and outbound recovery calls
- Performed account level research
- Overcame objections that customers had about making payments toward their account and helped them understand their account(s) and responsibilities even though the account has charged off
- Became familiar with and followed company guidelines and procedures
- Updated account information and completed appropriate documentation to ensure accurate records
- Provided updated account status to appropriate credit reporting bureaus
- Assisted and trained new hires for new role.
Senior Operations Production Coordinator – Fraud Account Manager
Capital One
09.2014 - 01.2016
- Mitigated regulatory and corporate complaints with customers who are victims of fraud while tracking/identifying fraud trends and implementing process improvements
- Managed escalated calls within all areas of fraud including Fraud Identity, Fraud Services, Fraud Transactions, Fraud Recovery, Fraud Account Supervisor Team, Linkers and Charged off Fraud Investigation
- Researched identity theft, lost/stolen credit cards, and professional counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints
- Assisted with other non-fraud groups such as Disputes, High Valued Spending, Collections, Small Business and Customer services in customer concerns and general help desk questions
- Created and organized new Hire Binder for FAM (Fraud Account Manager) Escalations new hired associate
- Assisted and trained new hires for new role
- Received Employee of the months for three months with for FAM (Fraud Account Manager
Fraud Recovery Agent- Fraud Claims Investigator
Capital One
05.2013 - 09.2014
- Tampa, FL to help launch Fraud Resolutions
- Assisted and trained new hires for new role
- Managed inbound / outbound customer and merchant contact about fraud claim
- Investigated fraudulent claim on customer accounts to determine responsible party or true fraud
- Corresponded with customers via telephone, mail and electronically
- Performed chargebacks within Visa and MasterCard regulations
- Administrative and data entry duties such as updating account information, emails, voicemails, and group activity participation
- Maintained knowledge of Visa and MasterCard regulations
- Met company regulations in case work and calls
- Received ROAR Award for 2nd Quarter 2014
Fraud Typing Agent
Capital One
04.2012 - 05.2013
- Managed outbound customer contact about fraud claim
- Assisted and trained new hires for new role
- Discussed fraudulent claim with customer to determine initial Fraud department action
- Corresponded with customers via telephone, mail, and electronic means
- Collaborated with Customers to determine correct Fraud Type to be in line with Visa and MasterCard regulations
- Administrative and data entry duties such as updating account information, emails, voicemails, and group activity participation.
Education
Associate of Science - Business Administration
J Sargent Reynolds College
Richmond, VA06.2009
High School Diploma -
Henrico High School
Richmond, VA06.2005
Skills
- Spreadsheet Management
- Scheduling
- Report Writing
- Expense Reporting
- Database Management
- Clerical Support
- Document Control
- Office Administration
- Calendar Management
- Data Management
- Records Management
- Customer Relations
- Risk Management
Timeline
ADMINISTRATIVE ASSISTANT
ROSS PROFESSIONAL SERVICES
05.2023 - Current
Retirement Plan Contribution Services Specialist
ICMA-RC, INTERNATIONAL CITY MANAGEMENT ASSOCIATION RETIREMENT CORPORATION
10.2020 - 01.2021
Participant Services Associate
10.2018 - 10.2020
Senior Recovery Coordinator
Capital One
09.2016 - 03.2018
Senior Operations Production Coordinator – Fraud Account Manager
Capital One
09.2014 - 01.2016
Fraud Recovery Agent- Fraud Claims Investigator
Capital One
05.2013 - 09.2014
Fraud Typing Agent
Capital One
04.2012 - 05.2013
Associate of Science - Business Administration
J Sargent Reynolds College
High School Diploma -
Henrico High School
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