Bernice Grijalva
Tucson,AZ
Summary
Dedicated Administrative Assistant with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Provides comprehensive administrative support to upper level team. Adept at managing calendars, preparing reports and coordinating meetings. Demonstrates excellent customer service, problem-solving, and communication skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Citibank
10.2022 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Administrative Assistant
City Clerk's Office
06.2021 - 10.2021
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Performed research to collect and record industry data.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed filing system, entered data and completed other clerical tasks.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Customer Service Representative
Code Enforcement Div
02.2021 - 06.2021
- Performed clerical duties by preparing and maintaining files, records and logs, picking up and distributing mail, , entering and correcting information
- Made and submitted reports detailing finding and any actions taken.
- Gained extensive knowledge in data entry, analysis and reporting.
- Provide customer service by answering telephones, providing information, processes applications for service, responding to requests, handling problems and irate customers, researching inquiries and discrepancies
- Follow up with customers on complaints and concerns and coordinating and communicating with field personnel.
Accounting Technician
City Of Tucson
08.2019 - 01.2021
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reconciled system accounts against bank statements.
- Maintained accounting, budgetary, personnel, cost, purchasing and other records as required.
- Input financial data and produced reports using [ORACLE]
- Gathered, organized and modeled financial data.
- Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
- Organized budget documentation and tracked expenses to maintain tight business controls.
- Tracked and documented expenses for budgetary purposes.
- Matched purchase orders with invoices and recorded necessary information.
- Inspected account books and recorded transactions.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Organized general ledger with accuracy and within time constraints.
Administrative Assistant
City Of Tucson Water Department (Randstad)
05.2018 - 08.2019
- Organized and updated schedules for executives.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Scheduled appointments and handled calenders for senior leadership.
- Organized and coordinated conferences and monthly meetings.
- Answered high volume of phone calls and email inquiries.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Used advanced software to prepare documents, reports, and presentations.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Filed paperwork and organized computer-based information.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Updated and maintained confidential databases and records.
- Screened personal and business calls and directed to appropriate party.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Worked with senior management to initiate new projects and assist in various processes.
Recruiter
Staff Experts
06.2017 - 05.2018
- Identified top talent and managed candidates throughout hiring process, from initial contact through offer acceptance
- Interviewed job applications, obtaining information on training, work history, and job skills
- Engaged candidates to quickly determine skills and motivation
- Filled vacancies with top candidates by developing targeted recruitment strategies, vetting applicants and onboarding new employees
- Screened and pre-interviewed candidates referred for hiring consideration
Account Executive
JD Mellberg
09.2016 - 12.2016
- Identified client needs, goals, and strategic direction and provided roadmaps for growth
- Engaged clients with positive, enthusiastic, and professional approach
- Engaged customers and built connections to drive long-term sales
- Offering retirement income options for retirees
- Setting up appointments with retirees with Financial Advisors
Credit Advisor
Dun and Bradstreet
08.2015 - 06.2016
- Prepared detailed analyses of consumers' situations and personalized solutions for problems
- Explained credit report ratings and protection laws to clients to enhance understanding of requirements
- Taught clients about how to self-manage finances and educated each on topics such as credit reporting and collection proceedings
- Sales Development Representatives (SDR) Conduct 60+ outbound calls on a daily basis to qualify leads and schedule appointments for your dedicated Retention Rep to close
- Manage outbound cross up/sell leads from marketing and sales campaigns
- Hunt new prospective accounts and contacts to qualify a lead through the sales cycle process (Cold Calling)
- Understand joint marketing/sales plays and be able to leverage a potential solution to the customer's desire or need (use case)
Prior Authorization Pharmacy Technician
Optum RX
09.2013 - 11.2014
- Adhered to company policy regarding good faith dispensing during prescription dispensing activities
- Made telephone calls to physicians, customers, and insurance providers
- Resolved customer issues and answered questions to deliver positive customer experience
- Utilized pharmacy systems to enter patient and drug information
- Managed correspondence with insurance companies, physicians, and patients as required
- Processed referrals and submitted medical records to insurance carriers to expedite prior authorization processes
- Reviewed accuracy and completeness of information requested and verified presence of all supporting documentation
- Answered multi-line telephone system to respond to requests, answer customer questions, and deliver messages
- Resolved incoming calls concerning members eligibility, benefits, provider information, monthly premium billing, clinical, and pharmacy needs
Education
Graduate Certificate - Pharmacy Technician
Pima Medical Institute
Tucson, AZ05.2013
High School Diploma -
Pierson Vocational High School
Tucson, AZ05.2008
Skills
- Scheduling
- Account updating
- Complaint resolution
- Microsoft Excel
- Research
- Inbound and outbound calling
- Team collaboration
- Verbal and written communication
- Banking operations support
- Payment processing
- Tracking complaints
- Filing
- Data entry
- Coordination
- Money handling
- Problem-solving
- Documentation
- Researching
- Document control
- Senior leadership support
- Paperwork processing
- Grammar
- Record preparation
- Multi-task management
- Complaint handling
- Report generation
- Report creation
- Active listening
- Live chat support
- Email management
- Travel planning
- Typing 65 wpm
- Spreadsheets
- Positive and professional
- Order processing
- Critical thinking
- Proofreading
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Citibank
10.2022 - Current
Administrative Assistant
City Clerk's Office
06.2021 - 10.2021
Customer Service Representative
Code Enforcement Div
02.2021 - 06.2021
Accounting Technician
City Of Tucson
08.2019 - 01.2021
Administrative Assistant
City Of Tucson Water Department (Randstad)
05.2018 - 08.2019
Recruiter
Staff Experts
06.2017 - 05.2018
Account Executive
JD Mellberg
09.2016 - 12.2016
Credit Advisor
Dun and Bradstreet
08.2015 - 06.2016
Prior Authorization Pharmacy Technician
Optum RX
09.2013 - 11.2014
Graduate Certificate - Pharmacy Technician
Pima Medical Institute
High School Diploma -
Pierson Vocational High School
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