Mackenzie Christou
Baltimore,US
Summary
Experienced Customer Service Specialist with a proven track record of delivering exceptional customer care in diverse industries. Proficient in communication and leadership, achieving efficient customer service outcomes and increased satisfaction. Experienced in leveraging Microsoft Office and technology to streamline operations and enhance team dynamics.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Loan Processor
Open House Lending
12.2024 - 02.2025
- Validated client information accuracy by verifying data collected during application process and updating records as necessary.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Audited loan files for completeness, pinpointed missing documentation, and compiled condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Coordinated assistance for loan officers throughout origination and closing processes to optimize efficiency and foster teamwork.
- Coordinated efforts with sales, underwriting, and legal departments for effective collaboration during complete loan cycle process.
- Engaged with customers both in person and through telephone communications to provide answers, process transactions, and troubleshoot problems.
Call Center Representative
APWU HP
10.2024 - 12.2024
- Handled high call volumes while delivering exceptional customer support and sustaining professional composure.
- Managed escalated calls with professionalism, effectively resolving complex issues and ensuring client satisfaction consistently.
- Optimized navigation across multiple software systems during calls, enhancing efficiency and minimizing hold times for customers.
- Boosted customer satisfaction through timely resolution of inquiries and effective communication.
- Enhanced customer satisfaction by efficiently resolving health insurance questions and inquiries.
- Facilitated client comprehension of coverage options, directing clients towards optimal plans for specific needs.
Call Center Representative
Absolute Care
01.2024 - 07.2024
- Address member inquiries promptly, confirming accurate benefit details and eligibility
- Oversee healthcare service information and insurance verification, ensuring efficient call management.
- Elevate member satisfaction by addressing issues promptly and delivering clear, concise information
- Managed over 100 daily inbound and outbound calls, guaranteeing timely and effective communication
- Determined patient needs, explored challenges, and supplied effective solutions.
- Documented comprehensive records of all conversations within call center database.
Patient Service Coordinator
MedStar Health Urgent Care
01.2022 - 06.2023
- Validated insurance coverage ahead of visit, ensuring smooth patient appointments and decreasing wait times
- Directed daily management of 80+ walk-ins and 40+ calls, ensuring efficient response to patient needs
- Provided outstanding customer service, fostering a welcoming atmosphere for patients.
- Facilitated daily processing of 100+ forms and payments, improving efficiency in patient registration
- Coordinated appointments, confirming patient availability to decrease rescheduling
Party Coordinator
The Go Kart Track Inc.
06.2015 - 07.2022
- Hired and trained employees in food safety and customer service, ensuring operational excellence
- Developed and enforced departmental policies, achieving budget adherence and operational goals
- Maintained cleanliness and safety across all areas, enhancing customer satisfaction
- Coordinated and set up events for large parties, delivering seamless experiences
Rehabilitation Technician
ATI Physical Therapy
09.2018 - 12.2019
- Prepared and sanitized medical equipment, ensuring a safe environment for patients and staff
- Documented patient progress notes to assist therapists in adjusting treatment plans effectively
- Handled 20-40 calls daily, managing appointments, insurance queries, and call transfers
- Assisted in developing care plans for patients with complex needs, enhancing rehabilitation outcomes
- Scheduled appointments and supported therapists in organizing and prioritizing caseloads efficiently
Education
Radiology - Radiology
CCBC Essex
Baltimore, MDSkills
- Customer service
- Time management
- Communication
- Analytic skills
- High Organizational Abilities
- Leadership
- Patient care
- Cash management
- Crisis management
- Critical thinking
- Attention to detail
- Quality assurance
- Customer engagement
- Workflow optimization
- Regulatory compliance
Certification
- BLS Certified
Timeline
Loan Processor
Open House Lending
12.2024 - 02.2025
Call Center Representative
APWU HP
10.2024 - 12.2024
Call Center Representative
Absolute Care
01.2024 - 07.2024
Patient Service Coordinator
MedStar Health Urgent Care
01.2022 - 06.2023
Rehabilitation Technician
ATI Physical Therapy
09.2018 - 12.2019
Party Coordinator
The Go Kart Track Inc.
06.2015 - 07.2022
Radiology - Radiology
CCBC Essex
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