Maria Karadaglis
6844 Blue Spruce Oval, Middleburg Heights,Ohio
Summary
My goal is to transition internally from a Technical Specialist with Medical Mutual, to the role of Supervisor, in Customer Care. I am seeking this opportunity to apply my 17+ years of call center experience, while continuing to challenge myself by taking on a new role with additional responsibilities. I want to be a leader within MMO because I enjoy helping others, have a proven track record for impacting performance through coaching and have a disposition that can easily conform to different personalities on a team. I feel the most fulfillment when guiding others to meet their objectives. I also enjoy assisting with growth-based campaigns and being a key player in pinpointing behavioral changes which will enable others to be successful in their roles. I have also been growing myself and my skills by reading leadership books and joining some virtual leadership courses, as well as shadowing a supervisor to get a close idea on what a day in the life looks like.
Overview
17
17
years of professional experience
Work History
Technical Specialist
Medical Mutual
Brooklyn, OH
12.2022 - Current
- Supporting all areas of the call center to contribute to the success of the MedMutual Next mission, vision, and strategy. Facilitating technical-based coaching for Call Center representatives and provided assistance in resolving escalations. Responded to leaders' inquiries and offered follow-up support.
- Ensure provision of accurate information and maintain continuous communication with peers through active participation in daily chat on Microsoft Teams as a Technical Specialist
- I am seen as a mentor by senior team members. We engage in discussions about how they can excel in their roles. They often seek my assistance in developing huddle topics, where I provide them with examples of Power Points from my previous experiences and offer guidance on teaching difficult subjects
- Collaborated with Learning and Development team as a producer, subject matter expert, and technical resource during classroom training periods.
- I provide constant reassurance and moral support, I guide representatives in Reference Materials to help close skill gaps, I coach them on how to be successful in their roles, and I build strong relationships, so they trust the information I am providing and that I have their best interests at heart.
- Expanded skillset by completing Medicare Advantage training.
- Worked on various Special Projects such as facilitating Microsoft Password Change sessions, Smartshopper, and supporting Onboarding with the meet the TS presentation.
Senior Customer Care Specialist
Medical Mutual
Cleveland, OH
04.2019 - 12.2022
- Facilitated conflict resolution between customers and company representatives, preserving relationships and promoting brand loyalty.
- Pioneered initiatives aimed at improving team morale and motivation, resulting in higher levels of productivity and customer satisfaction.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Provided technical assistance and troubleshooting to customers in a timely manner.
- Backed up the Technical Specialists by taking calls to assist representatives in need.
- Monitored customer feedback and implemented strategies for improvement.
- Assisted new team members as a Peer Ambassador, providing support and guidance during their onboarding process.
- Helped our training department by partnering with them and facilitating academies as the academy lead.
- Worked Customer Care and Payment Line CORS Inventory, resolving ICN's as quickly and accurately as possible.
Customer Care Specialist
Medical Mutual
Cleveland, OH
02.2016 - 04.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Contributed to special projects involving Performance calls, white glove handling for specific groups, and Premium Payment processing.
- Became a Peer Ambassador to support new representatives.
- Worked with other business areas to ensure members and providers received outstanding and memorable service.
Customer Service Representative
Progressive Auto Insurance
Mayfield, OH
02.2012 - 01.2016
- Collaborated with upper management to implement changes for improved customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Safeguard Properties
Valley View, OH
08.2011 - 02.2012
- Handled inbound calls from mortgage holders who defaulted on their loans and addressed customer service inquiries in a timely and accurate manner.
- Managed safeguarding homes based on company processes and procedures, including running reports and enforcing Service Center policies.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Asset Management Outsourcing Inc.
North Olmsted, OH
09.2009 - 12.2010
- Gathered application information from homeowners seeking to participate in the “Home Affordable Modification Program”.
- Coordinated seamless information flow between customer service, account management operations, quality assurance, training sessions, and payroll departments to achieve call center objectives accurately.
Administrative Assistant
Soma Wellness Center & Spa
Lakewood, OH
05.2007 - 09.2009
- Collaborated with the chiropractor to manage schedules, interview prospective massage therapists, verify patient insurance coverage, and facilitate smooth check-in process for patients.
- Managed 5 massage therapists to ensure high level of professionalism.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
Education
Some College (No Degree) - Psychology
Cleveland State University
Cleveland, OHSome College (No Degree) - International Business
Cleveland State University
Cleveland, OHHigh School Diploma -
Midpark High School
Middleburg Heights, OH06.2005
Skills
- Skilled Coach
- Approachable Mentor
- Technical Specialist
- Escalation Resolution Expert
- Trusted Leader
- Strong Communicator
- Fast Relationship Builder
- Organized Critical Thinker
- Ability to Identify Issues
- CCS Supporter
- Practiced Trainer
- Facilitator
- Training Producer
Title
Technical Specialist
Accomplishments
- Collaborated with IT and training in the development of Microsoft Password Change Project.
- Attained several Employee of the Month awards throughout my employment.
- Partnered with several VPs and Directors of IT and Project Management on the new SmartShopper Project.
Languages
Greek
Native or Bilingual
Spanish
Professional Working
Timeline
Technical Specialist
Medical Mutual
12.2022 - Current
Senior Customer Care Specialist
Medical Mutual
04.2019 - 12.2022
Customer Care Specialist
Medical Mutual
02.2016 - 04.2019
Customer Service Representative
Progressive Auto Insurance
02.2012 - 01.2016
Customer Service Representative
Safeguard Properties
08.2011 - 02.2012
Customer Service Representative
Asset Management Outsourcing Inc.
09.2009 - 12.2010
Administrative Assistant
Soma Wellness Center & Spa
05.2007 - 09.2009
Some College (No Degree) - Psychology
Cleveland State University
Some College (No Degree) - International Business
Cleveland State University
High School Diploma -
Midpark High School