CORNETTA MAYO
Customer Relations
Baltimore,MD
Summary
Customer Relations Specialist with over 10 years of experience working with customer accounts and resolving product and service issues. Proficient ability to examine, detect problems and perform root cause analysis. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Advisor
WSSC Water
05.2024 - 05.2025
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
JHCP Patient Access Specialist II
Johns Hopkins Health System
02.2023 - 05.2024
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
- Customized leadership development programs, resulting in marked increase in leadership capabilities across departments.
Benefit Authorizer
Social Security Administration
09.2019 - 02.2023
- Demonstrated to use electronic tools and systems available to organize and process daily work.
- Maintained database integrity, accurately identified correct account to secure and entered complete client information.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Self-motivated, with strong sense of personal responsibility.
Specialist
CareFirst
03.2014 - 08.2019
- Assist with auditing and extensive research of member accounts
- Create response letters regarding findings from case review
- Assist in planning of office events.
- Attended training programs to deepen professional skillset and assisted in training fellow associates on existing and new training programs.
- Created and delivered presentations to internal stakeholders to showcase work.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
Retention Agent
Comcast
06.2012 - 03.2014
- Offer quality customer service.
- Resolve any issues between customer and Comcast.
- Reviewed successes and failures to learn from previous mistakes.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Built constructive customer relationships to improve loyalty and recommendations.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Identified changing customer needs and adapted service strategies to meet them.
Customer Service Representative
Verizon
01.2008 - 07.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelors - Communications
Morgan State University
Baltimore, Maryland 08.2005 - 07.2012
Masters - Business Management
Strayer University
Owings Mills, Maryland 01.2015 - 12.2018
Timeline
Customer Service Advisor
WSSC Water
05.2024 - 05.2025
JHCP Patient Access Specialist II
Johns Hopkins Health System
02.2023 - 05.2024
Benefit Authorizer
Social Security Administration
09.2019 - 02.2023
Masters - Business Management
Strayer University
01.2015 - 12.2018
Specialist
CareFirst
03.2014 - 08.2019
Retention Agent
Comcast
06.2012 - 03.2014
Customer Service Representative
Verizon
01.2008 - 07.2010
Bachelors - Communications
Morgan State University
08.2005 - 07.2012
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