Martez Mosley
Duluth,GA
Summary
Seasoned professional with over 11 years of customer service experience, adept in technical support and client relations. Proven ability to manage high-volume calls with empathy and urgency while producing accurate documentation. Seeking to leverage my expertise in customer interaction and problem-solving as a Customer Service Professional.
Overview
13
13
years of professional experience
Work History
Product Support Tech II
Scientific Games
Alpharetta, GA
03.2024 - Current
- Provide phone-based troubleshooting for lottery machines, ensuring customer satisfaction and quick resolution of technical issues
- Document detailed records of support activities to improve service quality
- Collaborate effectively with on-site technicians to expedite complex problem resolutions
Employee Engagement Coordinator
Ultimate Kronos Group (UKG)
Alpharetta, GA
08.2023 - 01.2024
- Address client inquiries about payroll and benefits, ensuring accurate and prompt information delivery
- Manage the CRM system to document client interactions and escalate complex issues for better resolution
- Liaise effectively with insurance providers to ensure customer service excellence during critical enrollment periods
PM Scheduler
Ryder System Inc.
Atlanta, GA
04.2021 - 03.2023
- Handled high volumes of inbound calls, promptly resolving client inquiries and providing exceptional customer support
- Facilitated training for new hires, instilling effective communication and procedural adherence skills
- Optimized repair timelines through effective scheduling and inventory management
Customer Service Representative II
Delta Dental
Alpharetta, GA
09.2017 - 02.2021
- Managed diverse customer interactions in a HIPAA-compliant environment, ensuring accurate information dissemination
- Resolved complex inquiries by conducting thorough research and utilizing authoritative resources
- Maintained stringent records of patient data to uphold confidentiality and compliance standards
Member Services Rep
Peach State Health Plan
Atlanta, GA
07.2016 - 03.2017
- Provided accurate information to members and providers regarding insurance specifics
- Facilitated account updates within required timeframes, ensuring compliance with service standards
- Maintained effective communication to resolve inquiries promptly
Billing/Enrollment Rep
Health Plan Services
Tampa, FL
06.2012 - 06.2016
- Administered billing processes and coordinated enrollment for clients, ensuring policy coverage compliance
- Streamlined application processes, resulting in improved accuracy and efficiency of policy issuance
- Delivered consistent support in resolving billing and enrollment inquiries to enhance client relationships
Education
High School Diploma -
Cody High School
01.2002
Skills
- Exceptional interpersonal and communication skills, effectively addressing customer concerns with empathy
- Strong technical troubleshooting abilities, resolving issues promptly to maintain operational continuity
- Proficient in CRM systems for accurate documentation of client interactions and support issues
- Skilled in conflict resolution, adept at handling difficult situations with composure and urgency
Timeline
Product Support Tech II
Scientific Games
03.2024 - Current
Employee Engagement Coordinator
Ultimate Kronos Group (UKG)
08.2023 - 01.2024
PM Scheduler
Ryder System Inc.
04.2021 - 03.2023
Customer Service Representative II
Delta Dental
09.2017 - 02.2021
Member Services Rep
Peach State Health Plan
07.2016 - 03.2017
Billing/Enrollment Rep
Health Plan Services
06.2012 - 06.2016
High School Diploma -
Cody High School