SUSAN PEARCE
Jefferson City
Summary
I am a dedicated and experienced professional with twenty years of administrative experience. I am well developed in communication and customer service skills. My objective is to apply these skills to a challenging and positive work environment.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
RW America
Jefferson City, MO
08.2022 - Current
- Answer incoming calls and emails, providing customer support or assistance with product and service transactions.
- Handled incoming calls and emails, delivering support for product and service transactions to enhance customer experience.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized effective communication skills to resolve product and consumer complaints, ensuring customer satisfaction.
- Cultivated strong customer relationships to foster loyalty and encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly a calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Established customer accounts to facilitate service access.
Client Service Representative
Integrated Benefits, Inc
Jefferson City, MO
05.2014 - 08.2022
- Maintained detailed records of clients, ordered medical records and correspondence helping to successfully win Social Security Disability hearings.
- Assisted attorneys by speaking to clients, medical offices and hospitals to obtain information pertaining to claims and hearing.
- Collaborated with team members to develop and implement effective procedures for operations. to determine best use of developing procedures.
- Inputted information and filed Social Security Disability claims after speaking to clients.
- Assisted in leading key projects that enhanced client communication and supported company growth.
- Filed appeals and requests for hearings with the Social Security Administration.
- Followed up with clients through calls and emails to resolve issues proactively and ensure satisfaction.
- Managed day-to-day operations of the Hearing Unit, ensuring efficiency and compliance with protocols. for two and half years.
Legal Administrative Assistant
Administrative Hearing Commission
Jefferson City, MO
04.2012 - 05.2014
- Helped draft, edit and transmit legal documentation such as motions and letters.
- Coordinated correspondence between attorneys and clients to ensure timely updates on active cases and other matters.
- Managed telephone calls, scheduled meetings, and organized conferences to streamline communication and collaboration.
- Analyzed, logged and inputted legal documents to be forwardeded to judges/commissioners.
- Responded to judges/commissioners and attorneys via telephone or in person and effectively answered questions and inquiries regarding legal documents.
- Organized and filed legal documents from state and federal agencies.
- Handled telephone calls, meeting plans and conference organization requirements.
- Assisted judges/commissioners with upcoming hearings.
- Verified data integrity and accuracy.
Senior Office Support Assistant
Missouri Department of Revenue
Jefferson City, MO
10.2006 - 04.2012
- Supported four managers and two attorneys by managing document copying, faxing, and filing to streamline office operations.
- Handled billing and contract processing by completing and mailing invoices, checks, and other essential documents to ensure timely transactions.
- Prepared meetings minutes, transmittals and memorandums for organizational support.
- Completed and mailed bills, contracts, policies, invoices and checks.
- Prepared meeting minutes, transmittals and memorandums for organizational support.
- Coordinated meetings and travel arrangements for management to optimize scheduling and facilitate effective communication.
Office Assistant
Missouri Department Of Corrections
Jefferson City, MO
10.2004 - 10.2006
- Supported four Correctional Managers with technical and office tasks to ensure smooth operations.
- Assisted four Correctional Managers with technical and general office tasks.
- Updated and organized department chart to reflect current staff structure.
- Processed and recorded grievances from correctional inmates to facilitate resolution.
Office Support Assistant
Missouri Department Of Corrections
Jefferson City , MO
02.2003 - 10.2004
- Assisted the Major, Captains, and Lieutenants with various office duties and supported correctional officers.
- Kept physical files and organized records for updating and retrieval by any team member with access.
- Drafted and distributed professional departmental memos and letters to ensure clear communication.
- Organized and filed incoming mail.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters to appropriate staff.
Education
Associates - Business Administration
Washington-Holmes Technical College
Chipley, FL05-2002
Skills
- Verbal communication
- Strong verbal communication
- Interpersonal and written communication
- Report writing
- Clerical office support
- Conflict resolution
- Self-motivated
- Process implementation
- Extremely organized
- Written communication
- Customer inquiry resolution
Timeline
Customer Service Representative
RW America
08.2022 - Current
Client Service Representative
Integrated Benefits, Inc
05.2014 - 08.2022
Legal Administrative Assistant
Administrative Hearing Commission
04.2012 - 05.2014
Senior Office Support Assistant
Missouri Department of Revenue
10.2006 - 04.2012
Office Assistant
Missouri Department Of Corrections
10.2004 - 10.2006
Office Support Assistant
Missouri Department Of Corrections
02.2003 - 10.2004
Associates - Business Administration
Washington-Holmes Technical College