1. Jerrica Nguyen
1939 East Mile Road Springfield, Ohio 45503 | Email: keekaj01@yahoo.com | C: 937-284-0292
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SUMMARY
Dedicated and focused administrative assistant who excels at prioritizing,
completing multiple tasks simultaneously and following through to achieve
project goals. Seeking a role of increased responsibility and authority.
CORE STRENGTHS
• Microsoft Office proficiency
• Microsoft Outlook
• Microsoft PowerPoint
• Excel Spreadsheets
• Strong interpersonal skills
• Strong organizational skills
• Meticulous attention to detail
• Results-oriented
• Self-directed
• Staff motivation
• Professional and mature
• Resourceful
• Dedicated team player
• Personnel records maintained
• Customer service-oriented
• Multi-line phone proficiency
• Filing and data archiving
• Maintain strict confidentiality
• HIPPA compliance
• Medical terminology
• Patient charting
PERSONAL ATTRIBUTES
Cash handling, Professional and friendly, Careful and active listener, Strong public speaker, Multi-
tasking, 10-Key, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving,
Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Data Entry,
Documentation, Email, Speaking, Spreadsheets, Telephone Skills, Time Management
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2. EXPERIENCE
Customer Service Representative, 11/14-Present
Mariner Finance- Springfield, Ohio
• Cashier functions
• Accountable for accurate maintenance of cash drawer
• Conducts loan interview
• Demonstrate product knowledge
• Initiates and facilitates the sale of full range financial services
• Using suggestive selling techniques to increase sales
• Assisting customers in selecting the best insurance coverage to fit their needs
• Executing marketing initiatives
• Offer ideas to management for increase marketing and customer satisfaction
• Addressed website inquiries, converting current customers into renewal
customers.
• Organized weekly sales reports to track product success.
• Developed highly empathetic client relationships and earned reputation for
exceeding goals.
• Cross-trained and provided back-up for other customer service representatives
when needed.
• Communicated regularly with management regarding portfolio performance and
new loan transaction quality.
• Analyzed financial information obtained from clients to determine strategies for
meeting clients' financial objectives.
• Reviewed clients' accounts and results regularly to determine whether life
changes, economic developments or financial performance indicated a need for
plan revision.
• Determined the prices at which securities should be syndicated and offered to
the public.
• Acquired 180 new clients in the past year, with total investment portfolio value
of $300,000.
• Monitored risk accounts on a weekly, monthly, quarterly and annual basis.
• Received superior customer service satisfaction scores for 4 consecutive
quarters.
• Maintained confidentiality of bank records and client information
•
Customer Care Specialist, 06/13-11/14
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3. Assurant Specialty Properties –Springfield, Ohio
• Collected customer feedback and made process changes to exceed customer
satisfaction goals.
• Made reasonable procedure exceptions to accommodate unusual customer
requests.
• Addressed customer service inquiries in a timely and accurate fashion.
• Developed effective relationships with all call center departments through clear
communication.
• Worked with upper management to ensure appropriate changes were made to
improve customer satisfaction.
• Built customer loyalty by placing follow-up calls for customers who reported
product issues.
• Formulated and enforced Service Center policies, procedures and quality
assurance measures.
• Trained staff on how to improve customer interactions.
• Developed process improvements to enhance efficiency and effectiveness of
inter-department call center operations.
• Properly directed inbound calls in phone queues to improve call flow.
Emergency Room Unit Secretary, 05/2011 – 06/13
Springfield Regional Medical Center – Springfield , Ohio
• Obtained information by contacting appropriate personnel or patients.
• Typed medical orders for procedures and laboratory tests.
• Consolidated diverse medical records.
• Maintained complete confidentiality in accordance with organization and legal
requirements.
• Kept department clean, organized and professional.
• Maintained 100% compliance with all hospital and government regulations.
Auditor, 10/2009 -05/2011
Tech II – Springfield, Ohio
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4. • Developed production tracking and quality control systems, analyzing
production, quality control, maintenance and other operational reports, to
detect production problems.
• Read work orders or received oral instructions to determine work assignments
and material and equipment needs. Properly utilized warehouse equipment and
tools to increase productivity, efficiency, and safety.
• Ensured that all health and safety guidelines were followed. Inspected finished
products for quality and adherence to customer specifications.
• Monitored process units and quality control testing performance for plant
processes.
• Closely inspected equipment for safety problems, leaks and wear and tear.
• Reviewed the daily computer log and reported any inaccuracies in the process
board.
• Communicated effectively with operators and supervisors on a technical level.
• Performed quality control tests on lab equipment and lab analyses.
• Interpreted results of process control analysis and made adjustments to optimize
plant performance.
Nurses Aide, 09/2008 -10/2009
Sterling House of Urbana – Urbana , Ohio
• Assisted patients with healing and recovery after surgery.
• Observed and documented patient status and reported patient complaints to
the case manager.
• Completed and submitted clinical documentation in accordance with agency
guidelines.
• Assisted with adequate nutrition and fluid intake.
• Planned, prepared and served meals and snacks according to prescribed diets.
• Directed patients in prescribed range of motion exercises and in the use of
braces or artificial limbs.
• Cleaned and organized patients’ living quarters.
• Assisted with transferring residents in and out of wheelchairs and adaptive
equipment.
• Charted daily information on the residents such as mood changes, mobility
activity, eating percentages, and daily inputs and outputs.
• Documented resident records on daily flow sheets.
• Exhibited compassionate care and communication with regard to issues of death
and dying.
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5. • Promoted personal and co-worker safety.
• Maintained patient privacy and confidential patient information
• Ensured HIPAA compliance.
Nurses Aide, 08/2007 -09/2008
Ridgewood Extendicare – Springfield, Ohio
• Maintained a clean, orderly and well-stocked environment.
• Promoted continuity of care by accurately and completely communicating to
other caregivers the status of patients for which care is provided.
• Comforted patients and provided them with reassurance and encouragement.
• Administered simple range of motion exercises.
• Assisted with ADLs.
• Documented resident records on daily flow sheets.
• Charted daily information on the residents such as mood changes, mobility
activity, eating percentages, and daily inputs and outputs.
• Tended to patients with chronic illnesses.
• Provided necessary supplies, support and assistance to medical staff and
patients for unit specific procedures.
• Provided personal nursing care in pre- and post-operative situations.
• Performed routine tests such as urine dip stick, vision and hearing tests.
Cashier/Food prep, 06/2005 -09/2007
Dairy Queen – Springfield, Ohio
• Maintained work area in clean and neat manner.
• Greeted customers promptly and responded to questions.
• Took necessary steps to meet customer needs and effectively resolve food or
service issues.
• Served fresh, hot food with a smile in a timely manner.
• Communicated clearly and positively with co-workers and management.
• Served orders to customers at windows, counters and tables.
• Quickly and efficiently processed payments and made accurate change.
• Carefully maintained sanitation, health and safety standards in all work areas.
• Followed all established restaurant practices and procedures.
• Assisted management with monthly inventory control and weekly stock
ordering.
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6. Education
• 2007 Shawnee High School – Springfield, Ohio, Clark - High School Diploma;
General Course of Study
• 2007 Clark-County JVS – Springfield , Ohio, Clark
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7. Education
• 2007 Shawnee High School – Springfield, Ohio, Clark - High School Diploma;
General Course of Study
• 2007 Clark-County JVS – Springfield , Ohio, Clark
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