Gabrielle Mattozzi
Johnstown,Pennsylvania
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative - Part Time
UPMC Community Care Behavioral Health
08.2023 - Current
- Provides guidance, interpretation, and education on benefit coverage levels, referrals, and various program inquiries
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Maintains comprehensive understanding of member benefits, covered benefits, limitations, exclusions, policies and procedures, computer screens and code definitions, and maintains current awareness of plan changes and developments
- Document inquiries in accordance with Community Care Customer Service guidelines
- Works with the care management staff, and other staff as appropriate, to develop necessary materials; special projects; member/provider alerts; and ability to discuss new procedures with members and providers
- Contacts assigned members for various outreach and follow up initiatives
- Provides information regarding Community Care operations and answers any questions
- Responds to member inquiries and describes member rights and responsibilities
- Collects information from members concerning problems with accessing services and/or benefits and uses that information to recommend modifications to plan policies and procedures to improve the service to members
- Provides members with updated information, changes to the network, benefit plan or procedures
- Provide exemplary customer service by being proactive and responsive to all Community Care member requests
- Remain current on all departmental policies; procedures plan benefit designs, and modifications
- Determines if the member needs intervention by the Care Manager for emergent or urgent situations as directed by protocol
- Makes outreach calls under supervision of care management staff
- Facilitates members' access to services by scheduling appointments or arranging transportation through the Medical Assistance Transportation Program or the PHMCO, when needed
- Receives member and provider complaints, attempts resolution, and logs data
- Coordinates members' use of the complaint process and assists Members, as needed, at all levels of the complaint process according to policy
- Interacts and coordinates with all areas of the organization
- Conducts self in a manner consistent with the mission and philosophy of the organization at all times
- May engage in the acquisition or transfer of structured clinical data but does not engage in any activities that involve clinical evaluation or interpretation
- Performs in accordance with system-wide competencies/behaviors
- Performs other duties as assigned.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Advocate - Affordable Care Act
Highmark Inc.
02.2023 - Current
- Handles customer service inquiries by phone or e-mail for claims, benefits questions, customer payments and any other inquiries by the customer pertaining to their medical benefits and coverage
- Takes customers payments via phone calls and posts to accounts
- Collect all data from customer and provider needed to solve claims issues
- Speak with customers to help them better understand their explanation of benefits (EOB) as needed
- Solves customer concerns in a single interaction
- Adheres to all policies and procedures for the position and the company.
- 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.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers about [Product or Service] options and processed purchases.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Title Coordinator-Special Projects Global Operations Support Team
First American Title
11.2021 - 01.2023
- Receive, review and collect all proper documentation needed to process and launch into production title searches for large multi-million dollar commercial real estate transactions
- Manage the timeline of the opening and production of the new project submitted by the branch office expectations
- Delegate each task that is needed to be done on the transaction from start to finish to the proper team
- When problems arise perform the necessary research to resolve the issue and if the issue cannot be resolved inform the proper team or management of the issue to get the necessary help that is needed to resolve in a timely manner and to keep the project on the proper timeline
- Maintain contact with the proper teams, attorneys and internal servicers to obtain title searches within designated timeframes to provide branch office a clean, marketable and insurable title product.
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Communicated with customers to resolve common title issues.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Conducted comprehensive title searches to maintain accuracy and compliance of real estate transactions.
Title Services Representative
Radian
02.2021 - 08.2022
- Reviews all documentation to ensure marketable/insurable title
- This position communicates will all parties involved to facilitate all title curative issues in a timely manner and is responsible for the completion of all aspects of the quality control and curative process established by the company.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
Administrative Assistant
Versatech, inc
03.2020 - 02.2021
- Performs administrative functions to ensure that product meets customer's specific requirements; including but not limited to clarification of customers orders and ensuring the correct revision-level of technical drawings/documentation and help ensure the effective implementation of Quality System
- Entering new customer orders in to JobBOSS data base
- Upkeep files, including customer-provided technical drawings and documentation
- Receive and review customer change orders
- Create shop orders and flow to purchasing agent
- Assign all new sales order number, link orders to new jobs , existing jobs, or inventory
- Review all information on orders and in database to ensure it is the proper information needed for that order
- Answer phones promptly and efficiently, log all calls, transfer to proper personnel and take messages when personnel is not available
- Greet each visitor and discover nature of visit and handle each one accordingly.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
Executive Administrative Assistant/Human Resource
Elias/Savion Advertising
09.2019 - 03.2020
- Provided administrative and business support to the CEO and other top professionals; Maintained CEO’s calendar – plan and schedule meetings, teleconferences and travel; Reach out to perspective advertisers to sell advertisement space in a clients magazine; sit in meetings and take notes to dictate and task out assignments to CEO and other employees that are working on that account; explain human resource policy and procedures to employees; select and interview candidates for available positions; work on employee benefits; keep accurate record of employee PTO; track hours and maintain personal time worked on each client account through Advantage/AQUA software; help out receptionist when needed.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
Executive Administrative Assistant (Temp)
Hosack Specht Muetzel & WD LLP
01.2019 - 09.2019
- Support Partners of the firm with the following but not limited to: Answering/screening/ directing all inbound calls; Receiving visitors and handling matters that are not urgent that Partners cannot address; Input proper information and submit all tax client’s yearly income tax returns; Type, review/proofread all financial statements for local Municipalities, School Districts, Non-Profits & Local Corporations; Review and Submit all municipal statistic reports to the Pennsylvania Department of Economic and Community Development; Designed and implemented electronic filing system for entire firm; Assist other Accountants and Staff as needed in their everyday operations needs.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Administrative Assistant
PV Settlement
01.2018 - 12.2018
- Answer, screen, and direct all calls to appropriate personal, Receive and input incoming orders for title searches, review all incoming searches and break down information to be able to give a clean and clear deed and/or mortgage to buyer and lender
- Create title policy for both mortgage lender on mortgage and current owner on deed
- Help implement a clear and concise workflow process through trial and error.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted development and implementation of new administrative procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Office Manager
TK Elevator
06.2015 - 12.2017
- Answer/screen/direct all inbound calls; Receive and direct all visitors; Implement and maintain electronic filing system; Handle information and data requests in timely manner; Prepare and modify documents such as: customer correspondence, internal reports, internal and external presentations and e-mails; Update project information throughout the life of the project; Prepare project turnover documentation in preparation for project closeout; Run weekly project status reports; Turnover proper documentation to customers after project is finished; Facilitate meetings and conference calls, take meeting minutes and action items and follow up on action items; Electronically maintain customer files; Inventory and order office supplies; Sort and deliver in coming mail as well as prepare and send outgoing mail; Maintain corporate compliance with field employees; Put together field employees on-call calendar and distribute monthly; Review contracts for compliance and proper customer information; Enter new customer information into Oracle Management Systems; Maintain current customer information in Oracle Management Systems; Rectify incorrect customer information in Oracle Management Systems; Dispatch callbacks and repair tickets to field employees; Enter new employee information to HR and maintain current employee information; Help maintain internal and external customer relations; Look over weekly customer invoices for accuracy before distributing to customers; Run monthly report on existing maintenance contracts; Assist Sales personnel, Operations Manager and Branch Manager in everyday operations, Organize company meetings with large clients and company/client events.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Project Administrator
Willbros Engineers, Inc.
09.2014 - 04.2015
- Answer/screen/direct all inbound calls; receive and direct all visitors/clients; general clerical duties; maintain electronic filing system; handle information and data requests; prepare and modify documents such as: correspondence, reports, drafts, memos and emails; prepare project close put documentation; Prepare weekly status updates on current jobs; facilitate meetings and conference calls; take meeting minutes and action items; prepare follow-ups; assist in presentation development
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
Administrative Assistant
Wells Fargo Insurance Services
07.2010 - 09.2014
- Prepare, collate and bind proposals, maintain switchboard, inventory and order supplies, maintain employee eating space, sort and deliver incoming mail, prepare and send outgoing mail, update regional employee files, file and copy, collect, organize and fax expense reports, prepare presentations, maintain client files in BenefitPoint, Nexsure and Filenet programs, proofread and make sure all outbound correspondence is compliant with corporate policy, maintain office equipment so that it is performing up to standards, prepare insurance policy binders to send to clients, efficiently upload new client information into BenefitPoint, schedule conference rooms for Account Executives and Producers, and greet and direct clients and prospective clients to the proper personnel, Organize company meetings with large clients and company/client events.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
Administrative Assistant (Temp)
Cbp Engineering Corp
03.2010 - 05.2010
- Data entry for previous shipments logged to help the company catch up on past paperwork
Education
Associate of Science - Legal Assistant/Paralegal
Bradford School Pittsburgh
Pittsburgh, PA10.2009
High School Diploma - General Studies
Monessen High School
Monessen, PA06.2008
Skills
- Customer Satisfaction/Service
- Managing high call volumes
- Managing upset customer/clients
- Insurance
- Microsoft Outlook
- Microsoft Teams
- Microsoft Word – Creating and editing documents
- Microsoft Excel – Creating and editing spreadsheets and reports, Creating Pivot Tables, V-Lookup
- Microsoft Office
- Health Insurance
- Data Entry
- Data Collection
- Account Updating
- Appointment Scheduling
- Information Security
- Report Generation
- Call Management
- Complaint Resolution
- Microsoft Excel
- Office Equipment Proficiency
- Research
- Documentation
- Order Processing
- Coordination
- Administrative Support
- Critical Thinking
- Microsoft Office Suite
- Medical Terminology Knowledge
- Multi-Line Phone Talent
- Service Standard Compliance
- Sales Expertise
- Computer Proficiency
- Document Control
- Clerical Support
- Proofreading
- Customer Service
Timeline
Customer Service Representative - Part Time
UPMC Community Care Behavioral Health
08.2023 - Current
Customer Service Advocate - Affordable Care Act
Highmark Inc.
02.2023 - Current
Title Coordinator-Special Projects Global Operations Support Team
First American Title
11.2021 - 01.2023
Title Services Representative
Radian
02.2021 - 08.2022
Administrative Assistant
Versatech, inc
03.2020 - 02.2021
Executive Administrative Assistant/Human Resource
Elias/Savion Advertising
09.2019 - 03.2020
Executive Administrative Assistant (Temp)
Hosack Specht Muetzel & WD LLP
01.2019 - 09.2019
Administrative Assistant
PV Settlement
01.2018 - 12.2018
Office Manager
TK Elevator
06.2015 - 12.2017
Project Administrator
Willbros Engineers, Inc.
09.2014 - 04.2015
Administrative Assistant
Wells Fargo Insurance Services
07.2010 - 09.2014
Administrative Assistant (Temp)
Cbp Engineering Corp
03.2010 - 05.2010
Associate of Science - Legal Assistant/Paralegal
Bradford School Pittsburgh
High School Diploma - General Studies
Monessen High School
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