DAWN MAHEE
Customer Service Advocate
Owings,MD
Summary
Experienced Customer Service Professional with over 20 years of experience in the service industry. Excellent reputation for resolving problems, improving customer satisfaction and driving overall operational improvements. Detail oriented and dedicated to successfully achieving goals and tasks in a timely manner.
Overview
19
19
years of professional experience
Work History
Customer Service Advocate
CareFirst BlueCross BlueShield
Owings Mills, MD
09.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
Customer Service Representative
Kaiser Permanente
Laurel,MD
09.2019 - 05.2020
- Explained benefits, calculated claims, and followed up with payers, guarantors, and patient accounts, resolved outstanding bill balances
- Managed and prepared internal and external audits measuring claims against company KPI's
- Ensured HIPPA compliance by reviewing departmental standards and regulations
- Collected on patient account balances according to state and federal collection rules
Customer Service Specialist
Verizon Wireless
Hanover,MD
06.2011 - 06.2019
- Manage inbound correspondence from Account Contacts, Sales and Global Advisers
- Establish positive working relationships with both internal and external customers through regular communication and effective anticipation of needs
- Drive workflow efficiently and accurately
- Evaluate accounts and transactions to ensure all compliant with contract requirements and government guidelines
- Identify network application issues, root cause and provide detailed information including pricing for products and services
- Analyze bills and usage to identify account discrepancies and determine best account adjustments
- Assist customers with navigating Verizon's Self Service Portal to complete orders
Customer Service Representative
Verizon Wireless
Huntsville,AL
08.2007 - 06.2011
- Supported 800 inbound phone team for the Government Service Center Troubleshoot and issues surrounding all facets of provisioning: order status, pricing, delivery, activation setup, renewals, upgrades technical support
- Responded to e-mail inquiries generated by external customers through the company website utilizing Work Flow Manager Exceeded Key Performance Indicator
- Handled complaints and took escalations to resolve customers concerns
- Created and shared best practices to reduce "dumb policies" and create clarity and continuity in the Department
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
Customer Service Specialist
Verizon Wireless
Hanover,MD
09.2005 - 08.2007
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Responded to customer requests for products, services and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs in advance and resolving concerns
Administrative Assistant
DST Incorporated
Washington,DC
01.2003 - 06.2005
- Composed internal memos and external correspondence for senior management, and reviewed all documentation to eliminate errors
- Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Developed and updated spreadsheets and databases to track analyze and report on performance and sales data
- Coached new employees on administrative procedures, company policies and performance standards.
Education
Bachelor of Arts - Business Administration and Management
EXPECTED - undefined
Strayer University
12.2023
Skills
- A Certification, A Essentials, A Remote Support
- Technical support
- Microsoft Office Suite – Word, Excel, and PowerPoint
- High-volume call centers
- Medical Terminology
- Detail oriented
- Inbound sales
- Calm and Professional Under Pressure
- Responding to Difficult Customers
Timeline
Customer Service Advocate
CareFirst BlueCross BlueShield
09.2020 - Current
Customer Service Representative
Kaiser Permanente
09.2019 - 05.2020
Customer Service Specialist
Verizon Wireless
06.2011 - 06.2019
Customer Service Representative
Verizon Wireless
08.2007 - 06.2011
Customer Service Specialist
Verizon Wireless
09.2005 - 08.2007
Administrative Assistant
DST Incorporated
01.2003 - 06.2005
Bachelor of Arts - Business Administration and Management
EXPECTED - undefined
Strayer University