MAGGDY HODGSON
Land O' Lakes,FL
Summary
Bilingual customer service specialist with a track record of managing high call volumes, consistently addressing inquiries, and resolving issues to enhance customer satisfaction. Proven ability to collaborate with cross-functional teams to streamline processes and support organizational goals.
Overview
30
30
years of professional experience
Work History
CUSTOMER SERVICE BILINGUAL SPECIALIST
Amerisource Bergen
01.2023 - 05.2026
- Proactively communicate with customers regarding new programs, products, and services.
- Address inquiries and effectively resolve ongoing issues or concerns.
- Initiate monthly service calls to low-volume accounts in the local area.
- Facilitated prompt resolutions of customer challenges including missed shipments, price adjustments, and backorders to improve service reliability.
- Liaised between customers and field sales associates to streamline communication and increase customer satisfaction.
- Collaborated with cross-functional teams to streamline project workflows.
- Managed 150+ incoming calls, cases, emails, and faxes daily to address customer needs and ensure timely support.
- Operated from a remote location to assist customers and resolve issues.
CUSTOMER ORDER SPECIALIST
HSN
01.2019 - 01.2023
- Handled 200+ inbound customer calls daily, facilitating timely sales transactions.
- Resolved customer inquiries efficiently, ensuring adherence to high-quality standards.
- Supported team during peak periods by accurately processing customer orders on time.
- Worked remotely to assist customers with inquiries.
SR. PROGRAM ASSISTANT
Gulfcoast North AHEC
Wesley Chapel, FL
01.2014 - 01.2023
- Streamlined scheduling processes, improving accessibility of training sessions for healthcare professionals.
- Trained new staff on program protocols, enhancing team performance through knowledge sharing and mentorship.
- Ensured data compliance and quality control measures to uphold program integrity.
- Managed office tasks, scheduling appointments and handling correspondence to facilitate smooth communication.
- Provided clerical support through data entry and customer follow-up to maintain operational efficiency.
ASSOCIATE AGENT
REX Real Estate Exchange Inc
01.2019 - 01.2022
- Acted as the primary contact for showings, open houses, inspections, and final walk-throughs, facilitating smooth client experiences.
- Enhanced client relationships through exceptional customer service, promptly addressing concerns to foster trust and satisfaction.
- Educated prospective buyers and sellers on the REX model and services, redirecting inquiries to lead agents.
- Maintained accurate records of client communications and transactions for future reference.
- Worked remotely to manage client communications and transactions.
CUSTOMER SERVICE REPRESENTATIVE
Blooms Today
01.2015 - 01.2021
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Ensured customer satisfaction by making decisions that resolved issues and promoted positive experiences.
- Conducted inbound and outbound calls to assist customers with inquiries and support.
- Worked remotely to assist customers with inquiries
- Managed order processing to facilitate timely delivery of floral arrangements, contributing to customer satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
Teletech at Home
01.2012 - 01.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed HSA/HRA accounts to resolve customer inquiries efficiently, improving satisfaction.
- Guided customers through inquiries about Fortune 500 brands, enhancing customer understanding.
- Provided remote assistance to customers, ensuring timely responses to inquiries.
ADMINISTRATIVE ASSISTANT
Pasco County District Office
Land O Lakes, FL
01.2013 - 01.2014
- Managed daily office operations to streamline workflow and foster effective communication among staff.
- Coordinated office operations to improve workflow and bolster staff productivity.
- Reviewed and generated correspondence with precision to maintain professional standards.
FRAUD DETECTION COORDINATOR
Capital One
Tampa, FL
01.2012 - 01.2014
- Analyzed transaction patterns to pinpoint potential fraudulent activities, supporting proactive fraud prevention measures.
- Identified fraudulent activities on customer accounts through targeted verification methods, enhancing account security.
- Communicated findings clearly via correspondence and phone calls, ensuring timely resolution of fraud cases.
QUALITY CONTROL SPECIALIST I
JP Morgan Chase
Tampa, FL
01.2011 - 01.2012
- Reviewed documentation for accuracy and completeness, reinforcing adherence to regulatory requirements.
- Oversaw loan pipeline, ensuring audits completed within service level agreements for regulatory compliance.
- Conducted compliance reviews, facilitating timely underwriting decisions.
HL LM RELATIONSHIP MORTGAGE SPECIALIST III
JP Morgan Chase
Tampa, FL
01.2009 - 01.2011
- Evaluated borrower assistance requests and assessed workout options to align with compliance guidelines.
- Reviewed mortgage applications for adherence to regulatory standards and company policies.
- Collaborated with customers, brokers, title companies, and attorneys to expedite delinquency resolution through effective loss mitigation strategies.
ASSISTANT STUDENT SERVICES
Hillsborough Community College - Dale Mabry Campus
Tampa, FL
01.2008 - 01.2009
- Assisted in processing transcripts from various schools. Communicated with students to gather necessary information for program eligibility. Verified accuracy of received documents to facilitate enrollment in selected programs.
- Processed 50-75 student applications for admission into health science program, ensuring timely enrollment.
- Compiled prerequisite data from educational institutions to streamline student admissions.
- Informed students about Nursing program and resources, enhancing access to information and support.
- Executed processing of incoming checks for program application fees, ensuring accurate financial records.
- Supported administrative tasks by maintaining accurate records and files for student services.
CUSTOMER ORDER SPECIALIST
HSN
01.2005 - 01.2009
- Processed customer orders using order management system, achieving timely fulfillment and enhancing customer experience.
- Handled 200+ inbound calls to facilitate sales transactions, ensuring customer satisfaction in a dynamic, metric-driven setting.
- Addressed customer inquiries and issues through effective communication and problem-solving, improving overall customer satisfaction.
- Worked remotely to support team operations
ASSISTANT CLOSING COORDINATOR
Westfield Homes
Tampa, FL
01.2004 - 01.2005
- Organized files for monthly closings and coordinated surveys from multiple companies.
- Coordinated closing processes to ensure timely and accurate document preparation.
CLERICAL ASSOCIATE II
Capital One
Tampa, FL
01.2000 - 01.2003
- Managed mail distribution for a workforce of 600 employees.
- Oversaw filing, handled paperwork requests, customer correspondence, and supply requisitions.
- Collaborated with management across different locations.
- Processed customer transactions efficiently and accurately.
CUSTOMER SERVICE DISPUTE REPRESENTATIVE
Capital One
Tampa, FL
01.1998 - 01.2000
- Supervised 200+ dispute-related calls, guiding customers through dispute resolution processes.
- Identified disputes, implementing appropriate actions to ensure resolutions.
- Conducted professional interactions with support departments, merchants, and acquiring banks.
- Provided timely support, resolving customer issues and improving overall satisfaction.
CUSTOMER SERVICE ASSOCIATE
Capital One
Tampa, FL
01.1996 - 01.1998
- Resolved customer inquiries through various communication channels to enhance satisfaction and loyalty.
- Assisted customers with account inquiries, resolving issues efficiently to enhance satisfaction.
- Managed over 200 inbound cardholder inquiries concerning credit card accounts.
Education
Tampa, FL -
Hillsborough Community College
Tampa, FLHigh School Diploma - Tampa, FL
HB Plant High School
Tampa, FLSkills
- CRM and Salesforce
- CXone
- Microsoft Office Suite
- Excel and Word
- SAP
- Healthcare documentation
- Document management
- Customer relations
- Quality control
- Problem solving
- Patient support
LANGUAGES
Spanish, Native/Bilingual
Timeline
CUSTOMER SERVICE BILINGUAL SPECIALIST
Amerisource Bergen
01.2023 - 05.2026
CUSTOMER ORDER SPECIALIST
HSN
01.2019 - 01.2023
ASSOCIATE AGENT
REX Real Estate Exchange Inc
01.2019 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
Blooms Today
01.2015 - 01.2021
SR. PROGRAM ASSISTANT
Gulfcoast North AHEC
01.2014 - 01.2023
ADMINISTRATIVE ASSISTANT
Pasco County District Office
01.2013 - 01.2014
CUSTOMER SERVICE REPRESENTATIVE
Teletech at Home
01.2012 - 01.2015
FRAUD DETECTION COORDINATOR
Capital One
01.2012 - 01.2014
QUALITY CONTROL SPECIALIST I
JP Morgan Chase
01.2011 - 01.2012
HL LM RELATIONSHIP MORTGAGE SPECIALIST III
JP Morgan Chase
01.2009 - 01.2011
ASSISTANT STUDENT SERVICES
Hillsborough Community College - Dale Mabry Campus
01.2008 - 01.2009
CUSTOMER ORDER SPECIALIST
HSN
01.2005 - 01.2009
ASSISTANT CLOSING COORDINATOR
Westfield Homes
01.2004 - 01.2005
CLERICAL ASSOCIATE II
Capital One
01.2000 - 01.2003
CUSTOMER SERVICE DISPUTE REPRESENTATIVE
Capital One
01.1998 - 01.2000
CUSTOMER SERVICE ASSOCIATE
Capital One
01.1996 - 01.1998
Tampa, FL -
Hillsborough Community College
High School Diploma - Tampa, FL
HB Plant High School