Machelle Haddock
Moncks Corner,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Customer Support Specialist
First Citizens Bank
05.2018 - Current
- Provide thorough support and problem resolution to customers
- Support customers with billing, account issues as well as Troubleshooting while demonstrating active listening skills
- Ability to handle several projects at once
- Closed up to 95% of trouble tickets on the first call without having to escalate
- Achieved a satisfaction rating of 4.9 out of 5.0 (which is 14% higher than Average); consistently logged in and monitored ticket status to ensure fast resolution of every issue.
PC/Office Manager
Access Nurse
09.2015 - 07.2018
- Oversaw the daily operations and scheduling of employees
- Provide oversight for onboarding, recruiting, performance management, employee coaching, counseling and policy adherence in conjunction with HR
- Create and load payroll data batches daily using ADP Workforce software, for 1x payments, hours worked, overtime and deductions adjustments
- Assist Human Resource department in filing and processing documentation of new hires
- Executed a plan to save the company $3,200 annually by changing office supply providers
- Record and maintain employee & client's information with strict adherence to privacy policies
- Decreased expenditures 15% by implementing inventory controls and stand.
Claims Specialist
United Health Care
02.2006 - 09.2015
- Examine claims records and forms to determine whether the patient has medical insurance
- Review provisions of certificate or policy to determine the patient's included medical coverage losses
- Negotiate claim settlements and make recommendations for legal action when settlements are deemed nonnegotiable
- Complete logs, reports, forms and records to properly document medical claims
- Reject or accept documentation, determine benefit due, and start the denial or payment process to resolve medical claims
- Adhere to all company policies, procedures and guidelines in addition to insurance regulations at the federal and state level
- Examine medical treatment records, police reports, physical property damage and medical bills to gauge overall extent of liability
- Interview and communicate with claimants, police, witnesses, physicians and other necessary individuals to decide claim denial, settlement or review
- Ensure all claims information remains confidential
- Engage in continuing education and training opportunities when possible.
Technical Support Representative
Verzion
03.2002 - 05.2004
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
High School Diploma -
Fort Dorchester High School
North Charleston, SC05.2008
Associate of Science -
Trident Technical College
Charleston, SC02.2014
Skills
- Customer Response
- SLA
- Referral Coordination
- Technical Troubleshooting
- Complaint Handling
- Quality Assurance
- Customer Relationship Management (CRM)
- Salesforce
- Sales Support
- Call Center Experience
- Ticket Management
- Appointment Scheduling
- Live Chat Support
- Payment Processing
- CRM Software
- Decision Making
- Interpersonal Skills
- Problem Solving
- Product Knowledge
- Critical Thinking
- Positive Attitude
- Multitasking
- Conflict Resolution
- Email Management
- Attention to Detail
- Written Communication
- Process Improvement
- Effective Communication
- Active Listening
- Scheduling
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Full Professional
Timeline
Customer Support Specialist
First Citizens Bank
05.2018 - Current
PC/Office Manager
Access Nurse
09.2015 - 07.2018
Claims Specialist
United Health Care
02.2006 - 09.2015
Technical Support Representative
Verzion
03.2002 - 05.2004
High School Diploma -
Fort Dorchester High School
Associate of Science -
Trident Technical College
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