Daiza Mack
Tampa
Summary
Dynamic Customer Service Representative with proven success at Uhaul Moving And Storage, adept at resolving complex issues and enhancing customer satisfaction. Skilled in CRM software and complaint resolution, I consistently deliver high-quality service while maintaining a courteous demeanor. Recognized for my ability to adapt and lead in fast-paced environments. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Uhaul Moving And Storage
Tampa
07.2024 - Current
- Kept records of customer interactions or transactions, thoroughly by documenting & Notating Each Customer Interaction & Contract.
- Resolved customer complaints promptly and efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided accurate information about Contract & Policy/ Procedure to customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Claims Adjudicator
Everise
03.2024 - 07.2024
- Moved within another LOB within the company, high performers were transferred to Carelon RX for the adjudication of exception-denied claims.
- Worked in a denied status queue, verifying the denial code # and fixing the error so that the claim can be resubmitted correctly.
- Checking to see if the bin number is in the network within Carelon Rx pharmacy for accepted insurance plans.
- Identifying denial code reasons.
- Handled and processed a variety of prescription medicine claims.
- Managed workflow by prioritizing tasks according to urgency.
Contact Center Representative
Everise
01.2022 - 07.2024
- Humana Medicare Member Contact Representative, both inbound and outbound.
- Assisted with health plan/benefit questions, payments, corresponding letters, locating providers, checking current status, or initiating prior authorizations, medication costs, and assisting with online web/mobile logins and password resets.
- Verifying members and POAs, following HIPAA, high-performance NPS surveys, and QA scores.
- Delivered fast, friendly, and knowledgeable service for routine questions and Open Enrollment complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained call logs and records of customer interactions using CRM software. (Salesforce)
- Followed up with customers after each interaction to ensure satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
Customer Service Representative
ResultsCX
Tampa
11.2021 - 01.2022
- WellCare Medicare Customer Service Representatives make outbound calls to members to welcome them to the plan, provide a brief overview of benefits, and assist with any questions they may have.
- Resolved customer complaints promptly and efficiently.
Claims Adjuster
Wipro Health Plan Services
12.2019 - 11.2021
- Remote WFH adjusting medical-billed health claims through primary insurance from providers with services like ambulance, inpatient/outpatient services, dental, and vision claims that were denied or partially denied.
- Had to identify the claim code reason and adjust as far as rates and mileage for the ambulance ride based on the state, the miles, and the proper amount that a member can be charged on their plan if they have met the MOOP or coverage gap. Once those errors are corrected, the claim can be rebilled the correct way to be paid by the insurance.
- Investigated questionable claims to determine payment authorization.
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Utilized claims processing software to manage and track claim progress.
- Negotiated settlement terms with claimants within authorized limits.
- Performed data entry into the computer system to record information regarding claim status.
- Processed claims payments and denials in accordance with company procedures.
- Reviewed medical records and documents to determine coverage eligibility of claims for insurance benefits.
Customer Service Representative
Misource, Inc.
Tampa
02.2019 - 11.2019
- Company Overview: Ashley Furniture.
- COVID-19 temporary assignment: work from home as an inbound call representative for Ashley Furniture HCC-DC Customer Care. I assisted with calls for backorders, checked and initiated both deliveries and service technicians, and routed calls to local stores to see if other items were in stock immediately.
- Engaged actively with callers, confirming or clarifying information, and diffusing anger regarding their furniture order during the COVID-19 pandemic.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Complied with quality assurance standards while handling customer inquiries.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Researched required information using available resources.
- Verified accuracy of data entered into system prior submitting order forms.
- Updated customer accounts, addresses and contact information within call management databases.
Cashier/Sales Associate
Burlington Stores
Tampa
02.2018 - 06.2019
- Cashier help assisted customers with checking out, as well as would walk around store to tidy up merchandise that was on the floor and displaying shelves
- Counted and balanced cashier drawers.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Maintained work area and kept cash drawer organized.
- Scanned items and checked pricing on cash register for accuracy.
- Processed customer payments quickly and returned exact change and receipts.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
Park Attendant
Busch Gardens Tampa Bay
Tampa
01.2018 - 05.2019
- My first accomplishment working at this job is my social skills; I am able to get along and spark up a friendly conversation with just about any customer.
- My second accomplishment working here at Busch Gardens is communication and teamwork.
- Always help out a coworker if you see help is needed, or communicate with the customers and your coworkers to make sure that safety is never at risk.
Crew Member
McDonald's
Tampa
05.2017 - 01.2018
- My first accomplishments from working here were multi-tasking; I was able to remember orders, take orders while bagging orders, or hand out orders while taking orders, so I was able to have amazing listening skills and memory.
- My second accomplishment from working here was the leadership I demonstrated while in charge of getting my orders out in a timely manner, as well as with very minimal mistakes. I made sure everyone was on track, and food was made on time.
- My last accomplishment from working here was developing decision-making skills that allowed me to determine whether we could make it on time to stay within our drive-thru timer frame or to move the customers forward.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Scrubbed and polished counters to remove debris and food.
- Assembled and served meals according to specific guest requirements.
- Restocked kitchen supplies including food products and utensils.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Maintained safe food handling practices to prevent germ spread.
- Packed fast food products in approved containers, cups, and bags.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Processed payments on cash register and counted back bills and change to patrons.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
- Upheld high standards of productivity and quality in operations.
- Presented orders to guests within anticipated service times.
- Educated customers on menu items, product ingredients and nutritional values.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Maintained organized storage areas for food products, beverages and restaurant supplies.
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
Cashier/Customer Service
Ya boys BBQ
Tampa
06.2015 - 05.2017
- I was a cashier; I handled food, helped prep the day before, took phone orders, and managed updated delivery information for the customers.
- My first accomplishment at this job was that this was my very first job at the age of 15.
- My second accomplishment working here was that I was able to advance, learn, and do multiple things, so I was always needed.
- My third accomplishment working here was that I was able to manage work, as well as marching band, for my high school.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Maintained work area and kept cash drawer organized.
Education
High School Diploma -
Gary Career Center
Tampa, FL, US05.2019
Skills
- Food handling
- Food Safety Compliance
- Meal Production Experience
- Upselling
- Sales
- Daily and deep cleaning
- Food Service
- Currency Handling Expertise
- POS
- Customer service
- Cashiering
- Live chat
- Leadership
- Scheduling
- Account updating
- Complaint resolution
- Follow-up skills
- Quality assurance controls
- Courteous demeanor
- Promotional support
- High-energy attitude
- Microsoft Excel
- Live chat support
- Microsoft office expertise
- Credit card payment processing
- Documentation
- Technical troubleshooting
- Inbound and outbound calling
- Call escalation
- Critical thinking
- Payment processing
- CRM software proficiency
- Decision-making
- Adaptive team player
Certification
Food Handler Certification
Timeline
Customer Service Representative
Uhaul Moving And Storage
07.2024 - Current
Claims Adjudicator
Everise
03.2024 - 07.2024
Contact Center Representative
Everise
01.2022 - 07.2024
Customer Service Representative
ResultsCX
11.2021 - 01.2022
Claims Adjuster
Wipro Health Plan Services
12.2019 - 11.2021
Customer Service Representative
Misource, Inc.
02.2019 - 11.2019
Cashier/Sales Associate
Burlington Stores
02.2018 - 06.2019
Park Attendant
Busch Gardens Tampa Bay
01.2018 - 05.2019
Crew Member
McDonald's
05.2017 - 01.2018
Cashier/Customer Service
Ya boys BBQ
06.2015 - 05.2017
High School Diploma -
Gary Career Center
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