Suzanne Metcalf
12479 Jesse Lane, Athens, AL 35613
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Home: [Send email to request phone number] 78-4222
Objective: A long-term position in administration.
Skills & Qualifications: Sixteen years clerical assistance and bookkeeping.
Computer knowledge includes: MS Windows, Internet and Email. Word processing
knowledge includes: Microsoft Word, Open Office.
Work Experience:
8/06- Present Customer Service Representative, West Corporation, Huntsville, AL
4Responded to member inquiries regarding their HMO and PPO health insurance
coverage, co-pays, and primary care physicians.
9/01- 6/06 Transcriptionist, PSS Inc., Rock Island, IL
5Transcribed contact data received from thousands of customers requesting data
about promotional campaigns involving companies such as AstraZeneca (Nexium,
Prilosec), McDonald’s, NBC (The Weakest Link), and TransUnion.
6Reviewed recorded calls for quality assurance purposes. Discussed
discrepancies with transcriptionists to ensure high quality standards.
08/00-06/01 Data Entry Specialist, Ace USA, Latham, NY
7Processed hundreds of mortgage insurance payments for Bank of America (Buffalo
and Richmond Branches) and Central Loan Administration.
8Performed Department Manager duties (print management reports, track employee
attendance) in his absence.
9Coached other processors on their quality control reports and proper payment
processing procedures.
10Streamlined company training process by taking on role of trainer.
11Performed quality control on over 15,000 outgoing checks to verify correct
payee and ensure smoothness of money transfers.
2/00-8/00 Data Entry Processor, Ace USA, Latham, NY
12Processed hundreds of mortgage insurance payments daily for Bank of America
Buffalo and Central Loan Administration.
9/99-12/99 Document Processor, National Finance Corp., Clifton Park, NY
13Track the recorded mortgage deeds received from the county tax assessor's
office.
14Forward recorded deeds to buyer if loan had been sold in the interim.
8/98-09/99 Loan Packager, National Finance Corp., Clifton Park, NY
15Prepare loan packages for review by prospective buyers.
16Ensure that all real estate mortgage legal and financial documents are in the
prescribed order for each loan package sold in time-efficient way.
1/98 - 4/98 Data Entry Clerk (temporary), Saratoga Tax Corp., Schuylerville, NY
17Enter confidential client financial information into tax return preparation
software.
5/97 - 8/97 Reservations Agent, McCord Consumer Direct, Newport News, VA
18Managed hundred of customer service calls per week and booked over $26,000 per
month in reservations for major airlines using Sabre software package.
19Researched best available fares for the customer.
Work Experience (continued):
2/96 - 6/96 Reservations Agent (temporary), TAD Aviation, Newport News, VA
20Managed hundreds of consumer requests for airline reservations using in-house
proprietary software system for ValuJet airlines.
6/94 - 8/94 Secretary (temporary), State Farm Insurance, Virginia Beach, VA
21Handled customer assistance and office management.
8/91 - 11/94 Staff Assistant, State Farm Insurance, Huntsville, AL
22Coordinated customer insurance queries and updated customer information in
database.
23Converted all paper insurance to computer database when company went
paperless.
Education: University of Montevallo, Montevallo, AL (attended for 2 years)
Virgil I. Grissom High School, Huntsville, AL
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