MARI CONLIFFE
Palm Desert,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Concierge
Ironwood Country Club
Palm Desert, CA
01.2013 - Current
- Prepared comprehensive reports for management outlining customer service issues, trends in customer feedback, cost savings initiatives.
- Compiled daily activity reports detailing bookings made during shift hours.
- Assisted customers with passport and visa applications.
- Answered guest questions regarding local area, facilities and amenities.
- Maintained guest privacy and building reputation by keeping information confidential.
Quality Control Dept
Genentech
South San Francisco, CA
01.2005 - 01.2012
- ADMINISTRATIVE ASSISTANT - QA CHEMOTHERAPY IV DEPARTMENT CALL CENTER
- Following up on feedback from healthcare professionals, patients, and other stakeholders concerning medications, I facilitated investigations and resolutions. This proactive approach led to a substantial 25% enhancement in patient satisfaction within a call center environment. Additionally, I meticulously generated weekly reports on Chemotherapy treatments innovated by Roche/Genentech and managed closed complaint files, resulting in a notable 15% efficiency gain and improved interdepartmental communication.
ADMINISTRATIVE ASSISTANT - Complaint Department
State Farm Insurance Company
Burlingame, CA
01.2001 - 01.2004
- Diligently assisted with bodily injury auto claims, preparing essential documents and collecting data for Medical Injury Reports, contributing to an increase in claims processing efficiency
- Answered questions from customers regarding products and services offered by the company.
- Accurately maintained attendance records for 65 employees and volunteered for a 6-week State Farm Claims Disaster Duty assignment, providing exceptional customer support to policyholders.
Education
ASSOCIATE OF ARTS IN ENGLISH -
College of San Mateo
Certificate - Medical Technology
Genetech/Roche
South San Francisco, CACertification
Certified Remote Work Professional # 01301746 USU extension
Timeline
Customer Service Concierge
Ironwood Country Club
01.2013 - Current
Quality Control Dept
Genentech
01.2005 - 01.2012
ADMINISTRATIVE ASSISTANT - Complaint Department
State Farm Insurance Company
01.2001 - 01.2004
ASSOCIATE OF ARTS IN ENGLISH -
College of San Mateo
Certificate - Medical Technology
Genetech/Roche
Certified Remote Work Professional # 01301746 USU extension
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