MARIAH SPRAGGINS

Detroit,MI

Summary

Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.

Overview

years of professional experience

Work History

Dispatcher/Router Combo

Waste Management

Remote

04.2024 - 06.2025

Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
Works with sites and the service department to optimize routes based on needs of the customer.
Determines the daily level of driver staffing to provide best mix of responsiveness and productivity.
Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion.
Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area.
Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field.

Healthcare Customer Service Representative

Nations Benefits

12.2021 - 03.2024

Successfully addressed and resolved escalated customer complaints, achieving a 80% resolution rate and maintaining positive relationships with patients
Resolved patient inquiries regarding medical bills, coverage details, and claims status with a 90% satisfaction rate, ensuring prompt and accurate assistance.
Streamlined appointment scheduling processes, reducing wait times by 25% and improving patient access to healthcare services.
Verified insurance coverage for patients, resulting in a 95% accuracy rate and minimizing billing errors and claim denials.

Fraud Detection Representative

PSCU

04.2020 - 07.2022

Developed and implemented fraud detection strategies resulting in a 25% decrease in fraudulent transactions.
Successfully identified and blocked over 100 of fraudulent attempts, saving the company thousands of dollars in potential losses.
Conducted thorough investigations into suspicious activities, leading to the apprehension and prosecution of perpetrators.
Collaborated with cross-functional teams to implement fraud prevention measures and improve detection capabilities.
Received recognition for outstanding performance in fraud detection, including Top Metric Peformer for 8 months straight.

Insurance Customer Service Representative

Proctor Financial

Troy, MI

07.2018 - 03.2020

Assisted policyholders with inquiries regarding coverage, claims, and billing, ensuring a high level of customer satisfaction.
Processed insurance policy applications, renewals, and changes accurately and efficiently.
Investigated and resolved customer complaints and concerns in a timely manner, achieving a 88% resolution rate.
Provided guidance and explanations on insurance products, helping customers make informed decisions about their coverage.
Collaborated with underwriters and claims adjusters to expedite claim processing and ensure fair settlements.

Customer Service Representative

Concentrix

Farmington Hills, MI

05.2015 - 08.2018

Responded promptly to customer inquiries via phone, email, and chat maintaining an average response time under 3 minutes.
Addressed and resolved customer service complaints and issues, achieving a customer satisfaction rate of over 95%.
Provided technical support and assistance for customers regarding product usage, troubleshooting, and installation.

Skills

Multitasking
CRM Software Proficiency
Live Chat Support
Escalation Management
Conflict Resolution
Epic
Kronos
Salesforce
Quality Assurance

Proficient in Microsoft Word
Proficient in Excel
Proficient in Outlook
Proficient in Powerpoint
Avaya
Zendesk
Genesys
Critical thinking

Timeline