Madeline Marti-Almeida
Jacksonville,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple tasks simultaneously with a high degree of accuracy. Motivated to maintain customer satisfaction and contribute to company success.
Overview
25
25
years of professional experience
Work History
Customer Care Professional
Lighthouse Works
Jacksonville, FL
03.2023 - 06.2024
- Answered inbound calls resolving customer inquiries related to Medicaid and Food/Cash Assistance
- Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by providing timely and accurate information in both English and Spanish languages.
Housekeeping Supervisor
Pawleys-Litchfield Services
Pawleys Island, SC
05.2012 - 08.2012
- Supervised and inspected 13 direct reports' work to ensure all houses were properly cleaned, met safety measures, and were acceptable for customer arrival by company guidelines.
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with the property manager to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
Customer Service Representative
Time Warner Cable
Myrtle Beach, SC
03.2005 - 08.2010
- Assisted residential and commercial customers with troubleshooting, billing questions, and payment transactions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the company.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Patient Account Associate
CentraState Medical Center
Freehold Township, NJ
01.2002 - 12.2004
- Assisted patients with insurance claims, delinquent accounts and billing inquiries.
- Analyzed payments, receipts for accounting records, and verified health insurance coverage.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Developed strong relationships with clients through consistent communication and proactive problem solving.
Claim Specialist
Horizon Blue Cross Blue Shield of N.J.
Asbury Park, NJ
01.1999 - 12.2002
- Prepared claims for the State, Corporate, Small Employer, and Individual accounts.
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
Education
Associate Degree Applied Science -
Horry Georgetown Technical College
Conway02.2013
Skills
- Bilingual
- Problem Resolution
- Attention to Detail
- Time Management
- Teamwork and Collaboration
- Effective Communication
- Professionalism
- Active Listening
Timeline
Customer Care Professional
Lighthouse Works
03.2023 - 06.2024
Housekeeping Supervisor
Pawleys-Litchfield Services
05.2012 - 08.2012
Customer Service Representative
Time Warner Cable
03.2005 - 08.2010
Patient Account Associate
CentraState Medical Center
01.2002 - 12.2004
Claim Specialist
Horizon Blue Cross Blue Shield of N.J.
01.1999 - 12.2002
Associate Degree Applied Science -
Horry Georgetown Technical College