MAILANI HANEL
Fairfield,CA
Summary
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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Blue Shield Of California
10.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Managed large volume of medical claims on daily basis.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed and addressed escalated claims to resolve issues quickly.
Communications Dispatcher
City Of Martinez
12.2019 - 03.2020
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
Team Lead
Zen Resources
05.2019 - 12.2019
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Entered and maintained departmental records in company database.
- Maintained personnel records and updated internal databases to support document management.
Bartender
Keslers Lounge
05.2019 - 09.2019
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
Communications Operator
City Of Vallejo
07.2018 - 01.2019
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Read system maps and caller information, and documented details in system.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
Server
The Brass Tap
09.2017 - 08.2018
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Night Auditor
Napa Valley Lodge
07.2017 - 10.2017
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Assistant Manager Retail
Pacific Sunwear
06.2012 - 01.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Sales Associate
Fredericks of Hollywood
04.2011 - 11.2012
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
Receptionist
Kaufman Chiropractic
03.2011 - 08.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
- Maintained confidentiality of information regarding clients and company.
- Assisted with onboarding new clients and securing paperwork completion.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
Education
BA in Applied Behavioral Sciences - Psychology
University of Arizona, Global Campus
San Diego, CA06.2025
Skills
- Customer Service Excellence
- Benefits Guidelines
- Thorough Claims Reviews
- Claim Validity Determination
- Health Insurance Industry Knowledge
- Medical Terms and Procedure Knowledge
- Issue Identification
- High-Volume Environments
- Multi-Line Telephone Systems
- Verbal and Written Communication
- Time Management
- Critical Thinking
Additional Information
- Willing to relocate: Anywhere
Timeline
Customer Service Representative
Blue Shield Of California
10.2021 - Current
Communications Dispatcher
City Of Martinez
12.2019 - 03.2020
Team Lead
Zen Resources
05.2019 - 12.2019
Bartender
Keslers Lounge
05.2019 - 09.2019
Communications Operator
City Of Vallejo
07.2018 - 01.2019
Server
The Brass Tap
09.2017 - 08.2018
Night Auditor
Napa Valley Lodge
07.2017 - 10.2017
Assistant Manager Retail
Pacific Sunwear
06.2012 - 01.2013
Sales Associate
Fredericks of Hollywood
04.2011 - 11.2012
Receptionist
Kaufman Chiropractic
03.2011 - 08.2011
BA in Applied Behavioral Sciences - Psychology
University of Arizona, Global Campus