Sarah Feldman, Administrative professional Specializing in Email Management, handling of sensitive information, data entry & customer service.

About

Hello, I'm a Virtual Assistant specializing in Admin work & Customer service. I have 3 years experience in administrative work and 10 years of experience in customer service.

Experience

WM Corporate Inc

Sep 2022 – Jun 2024

Remote Senior Associate, People Support

This was an administrative role within the Absence Management Team (AMT) within the larger HR department. Successfully worked in collaboration with supervisor & team while working remotely. Managed the AMT email inbox, ensuring compliance with HIPAA guidelines and improving communication efficiency. Ran multiple daily reports & uploaded them to shared onedrive. Assigned cases to the AMT specialists per guidelines. Worked tickets in service now system as assigned. Completed paperwork as needed for tickets, including CA & US paperwork. Systems used daily include Service now, MyHR/HCM, Kronos, Excel, Word & Teams

WM Corporate Inc

Jan 2022 – Jun 2024

Remote Senior Associate, People Support

I have worked in two roles with this company. The majority of my time was in an administrative role within the Absence Management Team (AMT) within the larger HR department. The first 7 months of my time was in a Remote Associate, People Support which was a phone agent role for the internal People Support department's call center. I successfully worked in collaboration with supervisor & team while working remotely. Managed the AMT email inbox, ensuring compliance with HIPAA guidelines and improving communication efficiency. ●Ran multiple daily reports & uploaded them to shared onedrive. ●Assigned cases to the AMT specialists per guidelines. ●Worked tickets in service now system as assigned. ●Completed paperwork as needed for tickets, including CA & US paperwork. ●Systems used daily include Service now, MyHR/HCM, Kronos, Excel, Word & Teams ●Provided HR admin support to all employees via phone & email ● Documented all discussions & answers given to callers per policy ● Provided answers to questions about payroll, Kronos, leave, & any other topic as needed. ● Escalated issues as needed & directs callers to other dept & services as Needed. Deescalated upset or irate callers as needed. ● Worked with team during pre launch & launch of new systems including MyHR/HCM & Service Now ●Recorded audio for phone tree that is still in use as of June 2024.

Rose International Staffing

Aug 2021 – Jan 2022

Remote Temp Associate, People Support

Assisted WM employees who reached out to the HR Service center with a variety of HR questions via phone. Successfully worked in collaboration with supervisor & team while working remotely. Provided HR admin support to all employees via phone & email ● Documented all discussions & answers given to callers per policy ● Provided answers to questions about payroll, Kronos, leave, & any other topic as needed. ● Escalated issues as needed & directs callers to other dept & services as Needed. Deescalated upset or irate callers as needed. ● Worked with team during pre launch & launch of new systems including MyHR/HCM & Service Now

Spherion Staffing

Apr 2018 – May 2020

Killeen, TX

Staffing Consultant

This was a position where I wore many hats including receptionist of the shared office space, staffing consultant, & office clerk. ●Assisted applicants with submitting applications, did initial phone interviews, reviewed assessments & scheduled interviews. ●Assisted employees with onboarding & questions related to employment/assignment with staffing service. ●Ran front desk, including phone system, emails & in person assistance with applicants, employees, vendors & clients as needed. ●Worked in a small team to fill classes with employees per client needs ●Worked closely with clients in tasks related to employee management. ●Was on call approx. 1-2 weeks per month & assisted as needed while on call. ●Processed applicant/employee paperwork & files including hiring & removal from assignment

Blackboard Student Services

Jul 2015 – Mar 2018

Killeen, TX

Customer Service Representative

This was a call center where I handled multiple clients during my time with Blackboard. ● Assisted callers with admissions, financial aid, & billing questions for various universities including Wichita State University & Embry Riddle Worldwide. ●Advised parents & students of financial aid basics including FAFSA, loans, grants & scholarships. ●Assisted an average of 390 customers per month. ●Maintained an average quality score of 95.8% ●Earned May 2016 President’s Club Award - Top Agent

Barnes and Noble

Mar 2012 – Oct 2016

Harker Heights, TX

Bookseller

●Located & recommended books to customers, ●Processed transactions at cash registers, promoted store programs & events. ●Maintained store appearance & stocked products. ●Trained other booksellers in the Music Dept. procedures and policies. ●Assisted Manager in planning, preparing & completing the monthly merchandising reset for the Music Dept. ●Worked special events including as book releases & holiday events

TELEPERFORMANCE

Jul 2013 – Jun 2015

Customer Care Professional

Assisted callers with their billing, plan information, & HIPPA authorizations for Medicare Part D Prescription Drug Plan with UHC. Documented all calls per client's requirements. Updated members' account information including HIPPA authorizations Submitted members' requests for drug authorizations & exceptions.

Teleperformance

Jul 2013 – Jun 2015

Customer Care Professional

This was a high volume call center roll where I worked with my team to ensure we all were able to accurately assist our callers. ●Assisted callers with their billing, plan information, & HIPPA authorizations for Medicare Part D Prescription Drug Plan with United Healthcare. ●Documented all calls per client's requirements. ●Updated members' account information including HIPPA authorizations ●Submitted members' requests for drug authorizations & exceptions.

Education

Calhoun Community College

Jun 2009 – Jul 2011

Associate of Arts, English

Sparkman High School

– Jun 2009

High School Graduate

Sarah Feldman

Administrative professional Specializing in Email Management, handling of sensitive information, data entry & customer service.

Skills

Languages