Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mariah Brunson

Detroit,MI

Summary

Passionate candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease. Knowledgeable and dedicated customer service professional with extensive 10+ years experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.

Overview

10
10
years of professional experience

Work History

Fraud Detection Rep/Supervisor

PSCU
01.2023 - 01.2024
  • Reduced instances of fraud by proactively identifying patterns and trends in fraudulent activities.
  • Enhanced fraud detection capabilities by implementing advanced analytical techniques and tools.
  • Performed thorough investigations of suspicious transactions, leading to the successful recovery of stolen funds.
  • Maintained a high level of knowledge about emerging fraud schemes, enabling proactive response to potential threats.
  • Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms.
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
  • Worked with third-party vendors to access and analyze data and systems.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.

Claims Processor

Proctor Financial Inc
02.2022 - 01.2023
  • Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
  • Maintain SOPs for all claim processes.
  • Complete outbound calls to insurance carriers to file claims on behalf of clients.
  • Complete timely review and entry of new losses.
  • Determine if coverage is in place and send documentation to insurance carriers.
  • Review all determinations and discuss with carriers adjustors or TPAs.
  • Maintain an average of productivity of 70%

Dispatcher

Amazon
06.2021 - 07.2022
  • Managed communications between drivers and customers to ensure timely deliveries and high customer satisfaction.
  • Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
  • Coordinated with maintenance department to schedule routine vehicle inspections, minimizing downtime and ensuring operational efficiency.
  • Provided ongoing support to drivers during shifts, addressing any issues or concerns promptly and professionally.
  • Collaborated with warehouse staff to prioritize shipments based on delivery deadlines, maximizing efficiency in the supply chain process.
  • Troubleshot delivery issues while maintaining excellent customer service standards, resolving conflicts efficiently.
  • Created delivery routes and optimized plans for traffic, road conditions, and other factors.
  • Checked that each scheduled route was appropriately covered by delivery drivers.

Dining Room Supervisor

Westlake Health Campus
02.2019 - 06.2021
  • Adhered to all health and safety regulations by training staff on proper food handling practices and monitoring compliance consistently.
  • Set performance goals for the team based on historical data analysis, motivating employees to work together towards achieving these targets.
  • Communicated effectively with dining staff and guests alike to promote adherence to dining room policies and standard operating procedures.
  • Leveraged feedback gathered from guests to develop new initiatives, policies and strategies to improve satisfaction with services and menu.
  • Coordinated high-quality dining services to meet or exceed guest expectations, enforcing quality standards and facilitating smooth operations.
  • Maintained responsibility for food, beverage and kitchen equipment ordering, regularly assessing departmental needs and verifying sufficient stock levels.
  • Trained, managed and scheduled dining staff, distributing hours and assignments to leverage strengths of individual team members.
  • Directed food preparation and cooking activities to meet health and safety standards.
  • Monitored food inventory and supplies to prevent waste.
  • Enhanced customer satisfaction by providing exceptional dining experiences and promptly addressing concerns.
  • Streamlined operations for increased efficiency by supervising staff, delegating tasks, and ensuring adherence to policies.

Customer Service Representative

Concentrix
01.2016 - 04.2018
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Verified insurance eligibility and coverage for patients.

Activities Aide

Wellbridge Of Novi
06.2014 - 04.2016
  • Enhanced patient well-being by leading engaging and stimulating activities tailored to individual needs.
  • Facilitated social interaction among residents through group activities and events, fostering a welcoming community atmosphere.
  • Organized special events and outings for residents, promoting mental engagement and physical activity.
  • Developed creative, customized therapeutic programs that addressed unique patient interests and abilities.
  • Assisted in the planning and execution of special projects, contributing to facility-wide improvements in resident quality of life.
  • Communicated regularly with family members about resident participation levels, providing updates on progress and overall wellbeing.
  • Promoted physical fitness among residents through guided exercise classes tailored to various ability levels, improving overall health and mobility.
  • Scheduled movies, entertainment, and other special events.
  • Helped residents build and maintain interpersonal relationships, social skills, mental abilities, and confidence.

Education

Associate of Business Administration -

Oakland Community College
Bloomfield Hills, MI
04.2019

High School Diploma -

University High School
Ferndale, MI
05.2016

Skills

  • Analyzing
  • Strategic Planning
  • Processes and Procedures
  • Leadership Abilities
  • Critical Thinking
  • CRM software
  • Proficient in Microsoft Excel, Word, and Powerpoint
  • Data Entry
  • Organization
  • Technical Support
  • Insurance Knowledge
  • Proficient with VPN, Avaya, and Zendesk
  • Negotiation Skills

Timeline

Fraud Detection Rep/Supervisor

PSCU
01.2023 - 01.2024

Claims Processor

Proctor Financial Inc
02.2022 - 01.2023

Dispatcher

Amazon
06.2021 - 07.2022

Dining Room Supervisor

Westlake Health Campus
02.2019 - 06.2021

Customer Service Representative

Concentrix
01.2016 - 04.2018

Activities Aide

Wellbridge Of Novi
06.2014 - 04.2016

Associate of Business Administration -

Oakland Community College

High School Diploma -

University High School

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Mariah Brunson