AMANDA MARAVILLA
Ulysses
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate II Care Inbound Monitoring
ADT Security
10.2023 - Current
- Follow up on customer medallia surveys with de-escalation techniques
- Conduct side by sides to help other monitoring agents with the monitoring processes
- Provide quick and efficent services by anticipating their needs and follow up with proactive steps to prevent reoccurrences
- Self-motivated, with a strong sense of personal responsibility.
- Help train new hires for monitoring positions and provide feedback
- Work effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations such as new AVS rollout
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Work flexible hours across night, weekend, and holiday shifts.
Advisor II Customer Service
Concentrix/WAH
11.2022 - 05.2023
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Logged details of customer service calls in computer system following correct protocols.
- Developed strong customer relationships and loyalty through effective communication.
- Handled customer complaints and inquiries in a courteous and efficient manner.
Dispute Fraud Specialist
Concentrix/WAH
09.2021 - 10.2022
- Observed customer transactions to identify fraudulent activity.
- Investigated and resolved irregular transactions reported by end users.
- Investigated debit and credit card claims on behalf of merchant customers.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Reviewed reports of suspected fraud to determine need for further investigation.
- Prepared written reports of investigation findings.
Retail Cashier / Store Clerk / Customer Service
Dart
08.2019 - 09.2021
- Greet customers, ring up purchases, count money back to customers, provide refunds, and handle cash
- Manage inbound calls about pick up orders and customer service questions
- Prepare food for weekend sales, stock shelves, clean store, and maintain communication with customers
- Provide a positive customer experience through customer care and attention to detail.
- Counted money in cash drawers at beginning of shifts to verify correct amounts and adequate change.
- Stocked and replenished merchandise according to store merchandising layouts.
Homemaker
Stay at Home Parent
03.2009 - 08.2019
- Ensured household duties were completed and managed household budget
- Called pharmacies about medication refills and doctors to schedule appointments
- Coordinated medical care, meals, and social activities
- Remained deadline-oriented and reliable while adjusting priorities and managing time wisely.
Store Manager / Customer Service
Total Entertainment and Tanning
08.2005 - 03.2009
- Managed 5+ employees, created schedules, prepared and made change orders, and hired and trained staff
- Opened and closed store, counted inventory, reinforced policies and procedures, and resolved customer issues
- Answered inbound phone calls, operated point of sale system, completed paperwork, and helped staff
- Communicated work procedures and policies, built employee relationships, and oversaw completion of work tasks.
Education
Associate Of Science Degree - Health Sciences
Ultimate Medical Academy
01.2020
High School Diploma - undefined
Ulysses High School
Ulysses, Kansas05.2005
Skills
- Medical Administrative Assistant
- KEY QUALIFICATIONS
- Basic Coding Skills for ICD / CPT
- Third Party
- Medicare
- Medicaid
- HMO
- PPO
- CMS1500 Claim Form
- Billing Cycle
- Claims Appeal Process
- Medical Terminology
- Patient Processing
- Patient Registration
- Medical Laws & Ethics
- HIPAA Compliance
- Office Accounting
- Anatomy & Physiology
- Medical Records Management
- ICD-10
- Retail Sales Customer Service
- Stocking and Replenishing
- Productivity Standards
- Customer Service Excellence
- Payment Processing
- Call Center Operations
- Credit Card Payment Processing
- Microsoft Word
- Active Listening
- Account Updates
Certification
- HIPAA Essentials For Healthcare Professionals Certificate
- Ultimate Medical Academy
- US
Timeline
Associate II Care Inbound Monitoring
ADT Security
10.2023 - Current
Advisor II Customer Service
Concentrix/WAH
11.2022 - 05.2023
Dispute Fraud Specialist
Concentrix/WAH
09.2021 - 10.2022
Retail Cashier / Store Clerk / Customer Service
Dart
08.2019 - 09.2021
Homemaker
Stay at Home Parent
03.2009 - 08.2019
Store Manager / Customer Service
Total Entertainment and Tanning
08.2005 - 03.2009
High School Diploma - undefined
Ulysses High School
Associate Of Science Degree - Health Sciences
Ultimate Medical Academy
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