Mariah Scherer
Albuquerque,New Mexico
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Data-Entry position. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Medicaid Eligibility Specialist
TEKsystems
08.2023 - Current
- Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information.
- Achieved timely resolution of cases, conducting comprehensive reviews and maintaining close communication with applicants.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Provided support to colleagues, sharing expertise on complex cases and assisting in the training of new team members.
- Processed 25 case per day on average at the beginning of the project, then I was asked to move to the Voice team where I would Take calls and process Medicaid for the client on the phone or transfer to the correct department if unable to service the client
- Once the Voice team was removed and we all went back to processing cases and only making outbound calls to the clients, if necessary to collect information for the case, I was processing 30-40 cases on average per day.
- Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
Customer Advocacy Associate
TrueCoverage LLC
03.2023 - 08.2023
- Enhanced member satisfaction by effectively addressing and resolving health plan inquiries and concerns.
- Provided exceptional customer service by promptly responding to member inquiries via phone, email, or in-person consultations.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated clients about health insurance coverage options, benefits and costs.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Provided comprehensive customer service to drive client satisfaction.
- Developed and maintained client databases to track customer service interactions and evaluate service quality.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated premiums and established payment methods for sales.
- Finalized sales and collected necessary deposits.
Customer Service Representative
Alorica
10.2022 - 02.2023
- Answered inbound calls for Bank of America Clients with inquires about their account balances, closure of their accounts, debit cards, or mobile app. All other calls were routed to correct departments
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Hotel General Manager
Holiday Inn Express And Suites
07.2021 - 10.2022
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
- Prepared monthly resort audits for review.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Oversaw day-to-day operations of 62 room hotel with staff of 14 employees.
Client Service Professional
H&r Block
12.2020 - 04.2021
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
Sales Associate
Rue21
07.2020 - 03.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
Customer Service Representative
S&P Data
10.2019 - 03.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Provided remote support for customers facing hardware and software issues, ensuring timely resolutions.
- Assisted clients in navigating software applications for improved user experience.
- Enhanced customer satisfaction by troubleshooting and resolving various technical issues.
Technical Support Representative
Convergys
08.2018 - 10.2019
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Front End Courtesy Clerk
Albertsons Market
08.2016 - 05.2018
- Enhanced customer satisfaction by efficiently bagging groceries and offering assistance with loading items into vehicles.
- Reduced wait times for customers through quick and accurate scanning of items at the checkout line.
- Maintained a clean and organized store environment by promptly returning carts to designated areas, ensuring easy access for shoppers.
- Supported a friendly shopping experience by greeting customers upon entering the store and providing helpful directions when needed.
- Assisted in maintaining store safety by promptly addressing spills or other hazards, keeping aisles clear for customer traffic.
- Collaborated with team members to provide seamless service during high-traffic periods, facilitating faster checkouts for customers.
- Aided cashiers in efficiently processing transactions, unloading shopping carts, and bagging items according to customer preferences.
Education
High School Diploma -
V. SUE Cleveland High School
Rio Rancho, NM05.2018
Skills
- Medicaid knowledge
- Problem-solving aptitude
- Application processing
- Multitasking
- Documentation and paperwork
- Team building
- Professionalism
- Payment Collection
- Proficiency in ASPEN
- Telephone Etiquette
- Attention to Detail
- Knowledgeable in Opera
- Technical Support
- Customer Service
- Data accuracy
- Microsoft Office Software Proficiency
- Google Suite Software Proficiency
Timeline
Medicaid Eligibility Specialist
TEKsystems
08.2023 - Current
Customer Advocacy Associate
TrueCoverage LLC
03.2023 - 08.2023
Customer Service Representative
Alorica
10.2022 - 02.2023
Hotel General Manager
Holiday Inn Express And Suites
07.2021 - 10.2022
Client Service Professional
H&r Block
12.2020 - 04.2021
Sales Associate
Rue21
07.2020 - 03.2021
Customer Service Representative
S&P Data
10.2019 - 03.2020
Technical Support Representative
Convergys
08.2018 - 10.2019
Front End Courtesy Clerk
Albertsons Market
08.2016 - 05.2018
High School Diploma -
V. SUE Cleveland High School