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
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
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
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
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.
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
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