MARIA MCKENZIE
Columbus,GA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Assistant Rural Carrier
United States Postal Service
05.2023 - Current
- Deliver packages to customers on Sundays and observed holidays
- Case, deliver and collect mail and packages along a rural route
ASIC
Allstate Service Information Center, Allstate Insurance Company
04.2021 - 05.2023
- Remote from Home
- Resolve routine, complex, and unique policy questions and issues for agencies in a professional manner using chat
- Accurately process changes to customer policies based on information provided and identified opportunities
- Verify coverage for customers or policy changes, while providing proof of evidence of insurance documents to customers
- Able to handle any requests regarding customer documentation and clearly explain them, including any follow-ups required on our customer’s part
- Analyze and sort information given to determine the appropriate course of action for policies
- Research systems, processes, and prior transactions to identify the root cause of policy specific issues.
Fraud Prevention Call Center Representative
Jack Henry & Associates
06.2019 - 07.2021
- From Home
- Answers inbound calls overnight for fraudulent/suspicious transaction questions
- Assists cardholders/financial institutions with lost or stolen card reports
- Monitors and analyzes transactions to detect suspicious activity and protect customer accounts and assets
- Accurately updates cases with proper notes/status depending on the response from cardholders
- Strong team-player, providing help to others
- Assists cardholders with transaction assistance following strict procedures to help obtain approvals, referring them to the financial institution when applicable
- Connect with customers when potential fraud or risk has been identified to verify account activity.
Customer Service Representative
Aflac Inc
09.2017 - 03.2019
- Responsible for reviewing insurance claims after they are submitted to make sure that proper filing procedures have been followed
- Assist insurance adjusters with complicated or unusual claims
- Provide exceptional customer service
- Assist customer over phone with reviewing their coverage.
Remote Representative
ABC Financial Services Inc
11.2016 - 09.2017
- Assist with inbound and outbound calls from fitness club members and staff regarding recurring payment issues and contract questions
- Provide fast and friendly service
- Responsible for taking inbound calls directed from the queue
- Assisting members with billing questions, cancellation and/or freezing member accounts and account delinquencies and disputes
- Responsible for performing outbound dial/collection calls regarding delinquent accounts.
Team Lead
TSYS
06.2008 - 01.2016
- Trained new team members by relaying information on company procedures
- Coached team members in techniques necessary to complete job
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Subject Matter Expert (SME) for several clients and frequently serves an informal leadership role on the team or call center and act as the supervisor in their absence.
- Works independently to resolve payment and account related requests and inquiries for cardholders of varied company clients and call centers.
- Primary agent assigned to high-value calls, including reviewing fraud and risk
- Enters required data into client provided systems and databases.
Education
Jordan Vocational High School
Columbus, GASkills
- Leadership experience
- Proficient with Microsoft Office
- Excellent customer service skills
- Great at multi-tasking
- Critical thinker
- Successful at time management
- Serve Customers
- Customer Satisfaction
- Customer Inquiries
- Team Meetings
- Payment Transactions
- Heavy Lifting
- Collect Packages
- Complex Problem-Solving
- Active Learning
- Quality Assurance
- Training Junior Team Members
- Daily Logs
- Customer Experience
- Critical Thinking
- Item Scanning
- Credit Card Payments
- Mail-Sorting and Delivery Sequence
- Customer Relations
- Administrative Support
Timeline
Assistant Rural Carrier
United States Postal Service
05.2023 - Current
ASIC
Allstate Service Information Center, Allstate Insurance Company
04.2021 - 05.2023
Fraud Prevention Call Center Representative
Jack Henry & Associates
06.2019 - 07.2021
Customer Service Representative
Aflac Inc
09.2017 - 03.2019
Remote Representative
ABC Financial Services Inc
11.2016 - 09.2017
Team Lead
TSYS
06.2008 - 01.2016
Jordan Vocational High School
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