MARGARET A. Mazer
Ellaville,ga
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level SME position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
COE Autho SME
FrontDoor Pro
01.2023 - Current
- Promoted critical thinking by designing challenging assignments that required Agents to analyze and synthesize information.
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
- Evaluated Agent progress regularly, providing timely feedback for continuous improvement in academic performance.
- Continually pursued professional development opportunities to stay current with educational trends and research, ensuring high-quality instruction for all students.
- Helped with 3 consecutive Training classes as a SME along with creating Material for this training.
Authorizer
American home shield
10.2021 - Current
- Interpreted home warranty plans and contract coverage.
- Consistently met or exceeded performance targets related to timeliness and accuracy in granting authorizations.
- Informed customers of non-covered claims and explained reason why.
- Organized internal workshops on policy updates, keeping the team up-to-date on relevant changes affecting their work.
- Collaborated with various departments to ensure timely processing of requests and documentation.
- Served as a subject matter expert in providing guidance to both internal team members and external clients on authorization-related matters.
- De-escalated upset and frustrated customers.
- Implemented a tracking system for authorization requests, increasing transparency and accountability within the team.
- Resolved escalated issues promptly, maintaining high levels of customer satisfaction and trust in our services.
- Developed training materials and conducted workshops for new employees, improving team productivity and performance.
- Engaged with customers and delivered quality service.
CSR
FIRST FRANKLIN CORP
04.2019 - 10.2021
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
CSR AND TEAM LEAD
PHARMACENTRA
02.2016 - 04.2019
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Schley County High School
05.2015
Skills
- Expertise in subject matter
- Training and mentoring
- Strong analytical skills
- Customer Focus
- Innovative thinking
- Research and Development
- Strategic Thinking
- Creative solutions
- Project Planning
- Process Improvement
- Idea Development and Brainstorming
- Program Evaluation
- Improvement plan knowledge
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Team Collaboration
Timeline
COE Autho SME
FrontDoor Pro
01.2023 - Current
Authorizer
American home shield
10.2021 - Current
CSR
FIRST FRANKLIN CORP
04.2019 - 10.2021
CSR AND TEAM LEAD
PHARMACENTRA
02.2016 - 04.2019
High School Diploma -
Schley County High School
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