Lorie Marschall
San Juan Capistrano,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Lead Service Representative
Kaiser Permanente
02.2000 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Ensured timely resolution of issues, prioritizing tasks for optimal workflow management.
- Streamlined internal processes, contributing to improved overall team productivity.
- Provided exceptional support for customers with complex or escalated concerns, resulting in increased loyalty and membership rates.
- Ensures current schedules are accurate, makes authorized changes as appropriate
- verify member benefits applicable share of costs, escalate issues as appropriate.
- provides coordination of service to address customer needs, finance and other member service issues
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree - Business
Saddleback College
Mission Viejo, CAHigh School Diploma -
San Gorgonio High School
San Bernardino, CA06.1989
Skills
- Sales Proficiency
- Exceptional Communication
- Policy Enforcement
- Compliance Management
- Customer Service Expertise
- Strong leadership
- Computer literacy
- Order Processing
- Customer Service
- Transaction Processing
- Data Entry
Timeline
Lead Service Representative
Kaiser Permanente
02.2000 - Current
No Degree - Business
Saddleback College
High School Diploma -
San Gorgonio High School