Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Maria Mazariegos Fernandez

Woodbridge,VA

Summary

Proficient in claims investigation and decision-making, enhancing customer satisfaction through effective communication and attention to detail. Proven ability to investigate and make complex liability and coverage decisions. Proficient in ClaimPro and committed to exceptional service.

Overview

7
7
years of professional experience

Work History

Central Claims Representative Senior

Progressive
10.2022 - Current
  • Assessed all claim details and made complex liability and coverage decisions.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Followed up with customers on unresolved issues.
  • Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
  • Minimized financial losses by identifying fraudulent claims through thorough analysis and worked closely with the Special Investigations Unit to resolve coverage issues.
  • Work closely with physical damage partners to ensure accurate damage assessments and payments made.
  • Participated in the Digital Pilot since Spring 2024. Able to quickly adapt to new systems and tools to process claims efficiently.

Assistant Service Selling Manager

Nordstrom Rack
03.2022 - 05.2022
  • Helped plan schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Coordinated with department manager and store manager on best practices for continued business and team success.

Interim Service Selling Department Manager

Nordstrom Rack
12.2021 - 03.2022
  • Responsible for a team of 20+ employees including 2 assistant department managers.
  • Trained, coached and mentored 2 assistant department managers on merchandising and company standards.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Worked actively with management team to create daily and weekly sales and merchandising plans based on weekly sales trends.
  • Interviewed, hired, onboarded, trained and coached new employees personally to ensure optimal employee satisfaction and success.
  • Accomplished multiple tasks within established timeframes.
  • Created weekly and daily schedules to keep in line with company demand hours to ensure optimal coverage in selling and merchandising roles.
  • Developed and maintained relationships with customers through exceptional customer service.

Assistant Service Selling Manager

Nordstrom Rack
04.2021 - 12.2021
  • Built relationships with customers and community to establish long-term business growth.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Trained team members in successful strategies to meet operational and sales targets.

Assistant Service Experience Manager

Nordstrom Rack
06.2020 - 04.2021
  • Adopted Nordstrom's "customer obsessed" mentality in daily customer interactions while coaching new and existing employees on the same practice.
  • Deescalated irate customer situations and provided issue resolutions for optimal customer satisfaction.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Assistant Merchandising and Inventory Manager

Nordstrom Rack
01.2020 - 06.2020
  • Collaborated with the department manager as well as another assistant department manager to manage three sub-teams who were responsible for; customer engagement, stock and receiving and sales floor maintenance and merchandising.
  • Oversaw inventory counts each week to maintain stock records and account for shrinkage.
  • Exhibited excellent people skills during interaction with employees and customers.


Merchandising and Inventory Representative

Nordstrom Rack
12.2017 - 01.2020
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Flexible and assisted with back of house as well as front of house teams based on business needs.

Education

Associate of Science - Biology

Northern Virginia Community College
Woodbridge, VA
05-2019

Advanced Diploma -

Freedom High School
Woodbridge, VA
06-2017

Skills

  • Decision-making
  • Claims investigation and Coverage determination
  • Customer Service Oriented
  • Time management
  • Flexible
  • Organized
  • File management
  • Active listening and Strong Communication
  • Attention to detail
  • Critical thinking
  • Teamwork and collaboration
  • Proficient in Claimpro and Mitchell Applications

Languages

Spanish
Native or Bilingual

Timeline

Central Claims Representative Senior

Progressive
10.2022 - Current

Assistant Service Selling Manager

Nordstrom Rack
03.2022 - 05.2022

Interim Service Selling Department Manager

Nordstrom Rack
12.2021 - 03.2022

Assistant Service Selling Manager

Nordstrom Rack
04.2021 - 12.2021

Assistant Service Experience Manager

Nordstrom Rack
06.2020 - 04.2021

Assistant Merchandising and Inventory Manager

Nordstrom Rack
01.2020 - 06.2020

Merchandising and Inventory Representative

Nordstrom Rack
12.2017 - 01.2020

Associate of Science - Biology

Northern Virginia Community College

Advanced Diploma -

Freedom High School

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Maria Mazariegos Fernandez