MARIA GAMEZ
Summary
BILINGUAL CUSTOMER SERVICE LEADER
Accomplished Customer Service Leader with a solid background in cultivating effective and profitable client relationships through instilling trust and providing exceptional service. Organized and detail-oriented leader with an exemplary ability to foster positive communication resulting in achieving organizational objectives. Expertise in developing client relations and utilizing interpersonal skills to provide above average service while achieving customer retention. Astute problem solver with a solid ability to maintain standards of efficiency and organization while working well under pressure. Trained in problem resolution, negotiation and conflict mitigation. Skilled in persuading and coping with people who are unhappy or dissatisfied. Experienced in influencing above average team performance by setting an example of excellence. Fluent in Spanish and able to facilitate translation with Spanish-speaking clients. Brings several years of experience as a Field Representative and Administrative Assistant for Arbitron/Nielsen, Mission Foods, and Children’s Medical Center.
Overview
26
26
years of professional experience
Work History
NTL – THERMOSERVE
09.2021 - 06.2024
Food Service Representative
FOODS
09.2020 - 09.2021
Customer Service Representative
10.2018 - 09.2020
- Provided exceptional customer service to our Retail and Food Service customers
- Received and handled requests from customers for price quotes, purchase orders, order changes/updates and order cancellations
- Encouraged to order full box/skid quantities and other related products to increase the dollar amount of order
- Worked in conjunction with Quality, Transportation, Operations, distribution, or common carrier personnel to expedite or trace missing or delayed shipments
- Resolved any discrepancies with carriers for accounting
- Built rapport with customers, production and distribution staff, Set-up new customers/distributors by providing product and service information, resolving product and service problems
- Secure and place orders in a timely manner, taking into consideration delivery dates and inventory levels by fulfillment and follow-up to ensure delivery by specified dates
- Complete general office administrative duties used computer database to retrieve necessary customer information, inventory, pricing, delivery and purchase order status for orders operated IQMS/BC system
- Work closely with Quality, Transportation, Brokers/Carriers, Supply Chain, and Accounting Logistics to assure customer/Distributor requirements are met
- Track orders, BOL, POD, Invoices, Credit Memos
- Oversee Makit Products processing and delivery of products to school and individual accounts on ARCH/Sells System/Merchant Tools program
- Process payments and closeout of checks and credit card payments daily
- Maintained open communication with the team and management
- Knowledgeable of time management as assisted Manager in coordinating tasks and workload to maximize the effectiveness of team’s workload and ensure accuracy of orders.
Tele-App Representative
NEW YORK LIFE INSURANCE
02.2016 - 10.2018
- Responsible for delivering positive application experience for prospective policyholders of New York Life
- Place outbound calls to and service inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process for pilot program
- Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process
- Use various systems to: access the applicants' phone number to dial calls; manage and update the call disposition; and conduct the interview
- Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call
- Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary
- Handle status inquiries from applicants, Agents, General Office personnel and underwriters.Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts
- Research special cases and disposition them appropriately
- Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.
Panel Specialist Representative
NIELSEN/ARIBTRON
06.2006 - 02.2016
- Promoted to Field Panel Relation Specialist, traveling to various markets, and recruiting new panelists
- Delivered in-person coaching of existing panelists to improve compliance
- I worked independently from home, seamlessly managing deliverables without supervision
- Maximize panel size and compliance rate in the top 50 radio markets and perform troubleshooting of Personal People Meter (PPM) equipment
- Maintain up-to-date panel information by performing regularly scheduled phone surveys
- Conduct the initial introductory welcome call for newly recruited households
- Assess and troubleshoot PPM equipment problems by analyzing system reports
- Establish panelist trust by providing top-notch internal and external customer service
- Facilitate and support clients with installations by providing step-by-step phone support
- Increased customer base and strengthened relations by demonstrating proficient product knowledge
- Achieve pre-established average success rates and calls per hour for each call type
- Earned bonuses for maintaining excellent self-installation rates and high recruitment success rates
- Utilize creative techniques to improve panelist compliance
- Consistently remained in the top percentile in job performance and required monthly metrics.
CHILDREN’S MEDICAL CENTER OF DALLAS, HUC, First Care Clinic/ER Dept
12.2001 - 06.2006
Trauma Care (Secretary III)
Outpatient Contact Center/Call Center
06.1998 - 04.2000
- Requested referrals/authorizations and processed daily scheduling reports for various specialty clinics
- Established direct contact with outside commercial insurance reps and physician offices
- Performing duties related to patient admission, transfer, and discharge, communication with patients, guests and staff, electronic health records maintenance, and other duties of a clerical nature
- Conducted inbound and outbound calls for a variety of specialty clinics including ENT, Ortho, Neuro, Gen Surg etc
- Coordinated workflow and scheduled, preregistered, and preauthorized patient visits
- Updated all patient demographics and insurance information
- Provided financial counseling to all families requiring assistance
- Collaborated with physicians and nurses to transcribe orders, maintain patient charts, track order results and facilitate communication to keep staff informed
- Transcribed memos and clinical postings and updated end-of-shift reports.
Education
Education Diploma -
Sunset High School
11.1986
Skills
- Computer Technology:
- Microsoft Office (Word, Outlook, Access, PowerPoint, Excel)
Timeline
NTL – THERMOSERVE
09.2021 - 06.2024
Food Service Representative
FOODS
09.2020 - 09.2021
Customer Service Representative
10.2018 - 09.2020
Tele-App Representative
NEW YORK LIFE INSURANCE
02.2016 - 10.2018
Panel Specialist Representative
NIELSEN/ARIBTRON
06.2006 - 02.2016
CHILDREN’S MEDICAL CENTER OF DALLAS, HUC, First Care Clinic/ER Dept
12.2001 - 06.2006
Trauma Care (Secretary III)
Outpatient Contact Center/Call Center
06.1998 - 04.2000
Education Diploma -
Sunset High School