Marcia Smith
Brooklyn Park,MN
Summary
To increase the productivity of your company while utilizing my experience in problem solving and customer service
Overview
24
24
years of professional experience
Work History
House manager
A NEW DIRECTION FOR YOUTH
2024.01 - Current
- Oversee daily operations of group home
- Create and implement policies and procedures
- Train, and supervise staff members
- Ensure compliance with state and federal regulations
- Develop and maintain relationships with residents, families, and community organizations
- Provide support and guidance to residents
- Coordinate and schedule activities and outings
- Maintain accurate records and documentation
- Address and resolve any conflicts or issues that arise
Account Specialist
US Bank
2021.01 - Current
- Processes transactions, reconciles and maintains various accounts and ledgers.
- Transactions processed and maintained include; customers checks.
- Ensures accuracy, completeness, and timeliness of transactions processed.
- Conducts research on discrepancies and makes appropriate corrections or adjustments.
- Responds to and resolves inquiries.
- Posts data and/or checks and verifies data.
- Runs and prepares routine financial reports and analyses.
Technical Support I
Ability /an Inovalon Company
2018.11 - 2020.12
- Answer inbound customer request for assistance with Abilities medical software, via telephone and email, and resolve open cases within specified guidelines.
- Document all activities with customers in CRM per defined process and procedures:
- Elevate issues following all escalation guidelines.
- Research and resolve complex problems using internal tools and companion guides.
Dealer Service Representative
Wells Fargo Auto
2017.05 - 2018.11
- Review, research and analyze customer complaints, processed payments and sent out lien release card.
- Utilize my communication and negotiation skill to resolve delinquent accounts.
- Negotiate counsel and problem solved to best serve the customer and the company.
Foreclosure Specialist
US Bank
2015.08 - 2017.04
- Review documents related to the sale of a foreclosed property.
- Ensure the required notice and motions are prepared, received, audited, and mailed and recorded in accordance with client, company, investor and, state and government agency guidelines.
- Interface with appropriate contacts to resolve question, inconsistencies, or missing data.
Product Customer Service Representative
Select Comfort
2009.11 - 2013.08
- Provide technical support for the sleep number bed.
- Respond to customer and internal client request for information, receive payments and create work orders.
- Respond to changing customer requirements and resolves customer problems to build customer loyalty.
- Respond to complaints related to the service delivery process to ensure complete customers satisfaction.
Benefit and Enrollment Specialist
Meritain Health
2002.10 - 2008.09
- Managed inbound and outbound calls pertaining to members benefit eligibility.
- Worked closely with brokers to ensure members complete the enrollment verification paperwork.
- Handled escalated calls from members, providers, and brokers in a timely manner.
Education
High School Diploma -
John Marshall High
Chicago, IL1987-06
Skills
- Over fifteen years of experience working in a call center handling various customer requests and inquiries
- Utilize multi-line telephones with efficiency and accuracy
- Maintain a professional demeanor when handling irate customer and disputes
- Accurately record and document calls as outlined by specific companies and agencies
- Excel, Word, Outlook
- Strong Leadership Skills
- Time Management
- Strong Organization Skills
- Calendar management
- Staff training
- Preventive Maintenance
- Event planning
- Housekeeping
- Menu planning
- First aid training
- Activities scheduling
- Cleaning proficiency
Timeline
House manager
A NEW DIRECTION FOR YOUTH
2024.01 - Current
Account Specialist
US Bank
2021.01 - Current
Technical Support I
Ability /an Inovalon Company
2018.11 - 2020.12
Dealer Service Representative
Wells Fargo Auto
2017.05 - 2018.11
Foreclosure Specialist
US Bank
2015.08 - 2017.04
Product Customer Service Representative
Select Comfort
2009.11 - 2013.08
Benefit and Enrollment Specialist
Meritain Health
2002.10 - 2008.09
High School Diploma -
John Marshall High