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
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
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
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
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
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.
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
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