AMANDA MARAVILLA
Ulysses
Summary
Dedicated professional excelling in customer service with a focus on enhancing satisfaction through proactive communication and effective issue resolution. Proven track record in troubleshooting technical challenges and providing educational support to customers. Strong interpersonal skills foster collaboration and team motivation in fast-paced environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Associate II,CTS
ADT Security
Ulysses
09.2025 - Current
- Diagnosed and troubleshot system issues, reducing downtime and improving operational efficiency.
- Executed system repairs and updates, ensuring optimal performance and reliability.
- Validated signal integrity through rigorous testing procedures.
- Provided networking and automation support to streamline processes.
- Applied strong problem-solving abilities to resolve technical challenges, enhancing service delivery.
- Educated customers on product functionalities and troubleshooting techniques.
- Delivered exceptional customer service in fast-paced environments.
- Adapted quickly to dynamic work conditions while maintaining service quality.
Associate II Care Inbound Monitoring
ADT Security
10.2023 - 09.2025
- Provided quick and efficient service by anticipating needs and implementing proactive measures to prevent reoccurrences
- Followed up on customer Medallia surveys using de-escalation techniques to enhance customer satisfaction
- Conduct side by sides to help other monitoring agents with the monitoring processes
- Trained new hires for monitoring positions and delivered constructive feedback to support their development
- Demonstrated self-motivation by consistently setting and achieving personal goals in the workplace.
- Work effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations such as new AVS rollout
- Demonstrated respect and friendliness while assisting customers.
- Work flexible hours across night, weekend, and holiday shifts.
Advisor II Customer Service
Concentrix/WAH
11.2022 - 05.2023
- Delivered personalized customer service by addressing inquiries and efficiently resolving account issues to enhance customer satisfaction.
- Addressed customer complaints and inquiries with professionalism and efficiency, fostering a positive service environment.
- Leveraged in-depth product knowledge to offer tailored suggestions and recommendations, improving customer experience.
- Developed strong customer relationships and loyalty through effective communication.
- 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.
Dispute Fraud Specialist
Concentrix/WAH
09.2021 - 10.2022
- Monitored customer transactions to detect and report fraudulent activity.
- Investigated debit and credit card claims on behalf of merchant customers.
- Investigated and resolved irregular transactions reported by end users.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Analyzed reports of suspected fraud to assess necessity for further investigation.
- Compiled detailed reports of investigation findings to support decision-making.
Retail Cashier / Store Clerk / Customer Service
Dart
08.2019 - 09.2021
- Greeted customers, processed transactions, returned change accurately, issued refunds, and managed cash handling
- Delivered exceptional customer service by actively addressing inquiries and concerns.
- Managed inbound calls related to pickup orders and addressed customer service inquiries
- 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.
- Prepared food for weekend sales, stocked shelves, maintained store cleanliness, and engaged with customers
Homemaker
Stay at Home Parent
03.2009 - 08.2019
- Coordinated medical care, prepared meals, and organized social activities
- Completed household duties and managed household budget effectively
- Scheduled appointments with doctors and arranged medication refills with pharmacies
- 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, and hired and trained staff to ensure operational efficiency
- Opened and closed store, counted inventory, and resolved customer issues to maintain service standards
- Answered inbound phone calls and operated point of sale system while assisting staff with paperwork
- Communicated work procedures and policies, built employee relationships, and oversaw completion of work tasks.
Education
Associate Of Science Degree - Health Sciences
Ultimate Medical Academy
Tampa, FL01-2020
High School Diploma -
Ulysses High School
Ulysses, Kansas, US05-2005
Skills
- Basic Coding Skills for ICD / CPT
- ICD-10
- CMS1500 Claim Form
- Medical Terminology
- Medical Records Management
- Patient Registration
- Patient Processing
- Claims Appeal Process
- Billing Cycle
- Medicare
- Medicaid
- HMO
- PPO
- Medical Laws & Ethics
- HIPAA Compliance
- Anatomy & Physiology
- System diagnostics
- Network troubleshooting
- Complex Problem-solving
- Multitasking and organization
- Time management
- Self-motivation
- Productivity Standards
- Customer relationship management
- Customer education
- Customer Service Excellence
- Effective communication
- Active Listening
- Microsoft Word
- Card payment processing
- Core qualifications
- System troubleshooting
- Networking support
- Problem solving
- New hire training
- Reliable and punctual
- Signal integrity validationmoni
- Emergency response
Certification
- HIPAA Essentials For Healthcare Professionals Certificate
- Ultimate Medical Academy
- US
References
References available upon request
Accomplishments
- Top Performer Award
Timeline
Associate II,CTS
ADT Security
09.2025 - Current
Associate II Care Inbound Monitoring
ADT Security
10.2023 - 09.2025
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
Associate Of Science Degree - Health Sciences
Ultimate Medical Academy
High School Diploma -
Ulysses High School