Mariah Walker
Baltimore,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Card Service Specialist
Baltimore County Employee federal Credit
Towson, MD
09.2022 - Current
- Provide professional, prompt, and courteous service to members and Credit Union staff
- Managed over 50 customer / member services calls per day
- Helped to decrease fraud by 40%
- Reach out to members in the form of phone/ email
- Verified transactions to prevent fraud while following visa guidelines
- Process new credit card applications
- Order, cancel, & re-issue debit, credit, and instant issue cards
- Process changes to cardholder accounts, such as address and name changes, limit increases, & travel notifications
- Enter new data into profiles accurately
- Answer member questions & resolve problems
- Review, process, & resolve card disputes & fraudulent transactions
- Perform daily GL reconciliation for fraud & dispute cases
- Perform debit, credit, & gift card settlements
- Maintain cardholder files, process payments, & facilitate ATM balancing
- Work along with my team to prevent fraud
Lead Sales Generalist
Victoria Secret
Towson
07.2018 - Current
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
- Fostered relationships with customers to expand customer base and retain business
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
- Improved overall customer purchasing experiences to promote steady revenue
- Answered product questions with up-to-date knowledge of sales and promotions
- Demonstrated product features to align with customer needs
- Created and implemented store displays, promoting sales and growth
- Adhered to company initiatives and achieved established goals
- Developed key customer relationships to increase sales
- Drove substantial sales through suggestive selling and by promoting add-on purchases
- Listened to customer needs to identify and recommend best products and services
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Trained and mentored new sales representatives.
- Maximized the number of long lasting customers per day by informing them about the great features of the company credit card
Patient Access Specialist
John Hopkins Community Physicians
Baltimore, MD
01.2022 - 06.2022
- Scheduled patients for new issues along with follow ups and assisted with a variety of other issues such as prescription refills , retrieving medical records building connections with the patients and offering support
- Managed over 100 calls per day scheduling , rescheduling and assisting patients and general
- Making sure demographics are being documented accurately into the epic systems using a variety of different insurance coverage websites to verify patients eligibility to be seen at certain sites
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with patients to reschedule missed appointments.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
Seasonal PSE processing clerk
United States postal service
Brooklyn, MD
10.2017 - 02.2018
- Operated mail processing equipment and manually sorted mail
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Sorted mail according to size, shape and destination.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Minimized delivery delays by verifying merchandise, labels and documents for customer order prior to shipment.
- Help customers fill out change of address forms and reports for lost or stolen mail
- Supported shipping and receiving needs by loading and unloading transportation vehicles and containers
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted
- Weighed parcels, calculating costs based on type, total weight and final destination
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Seasonal Fragrance Associate
Macy's Department Store
Towson, MD
10.2017 - 02.2018
- Connected with customers using strong conversational skills to uncover needs and better target suggestions
- Applied extensive knowledge and training on perfume and scent products to educate prospects and customers.
- Kept floor and stock areas organized and clean to meet safety and appearance requirements
- Met or exceeded requirements such as credit application goals and loyalty program sign ups with persuasive approach
- Approached customers and started engaging conversations through use of effective interpersonal and people skills
- Educated customers on scents and products available from several luxury fragrance brands
- Showed customers different perfumes and demonstrated scents by spritzing on pulse points
- Completed customer buying experience by processing credit and debit cards, cash and personal checks
- Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products
- Helped customers sign up for loyalty programs and submitted completed paperwork.
- Increased seasonal sales by 50%
Sales Associate
Zara
Annapolis, MD
12.2016 - 01.2018
- Worked with fellow sales team members to achieve group targets
- Used technology resources to assist customers in locating and selecting items
- Increased purchase amounts by cross-selling with similar products
- Assisted teammates with sales-processing tasks to meet daily sales goals
- Met merchandise processing standards and maintained organized and accessible work area
- Engaged customers in friendly, professional dialogue to determine needs
- Answered product questions with up-to-date knowledge of sales and promotions
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Sold various products by explaining unique features and educating customers on proper application or usage
- Trained new team members in cash register operation, stock procedures and customer services
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
High School Diploma -
Patterson High School
Baltimore, MD06.2016
Skills
- Cultural Awareness
- Customer Loyalty
- Product and Service Understanding
- Listening Skills
- Retail Loss Prevention
- B2B Sales and Customer Service
- Verbal Communication
- Time Management
- Multitasking Strengths
- Customer Service
- Reading Comprehension Skills
- Strategic Planning
- Conflict Resolution
- Adapt to Diverse Groups
- Meeting Deadlines
- Microsoft Access
- Financial Recordkeeping
- Software Troubleshooting
- Proofreading
- Keyboard Entry
- Microsoft Office
- Multi-Line Phone Talent
- Calm and Professional Under Pressure
- Microsoft PowerPoint
- Microsoft Excel
Timeline
Card Service Specialist
Baltimore County Employee federal Credit
09.2022 - Current
Patient Access Specialist
John Hopkins Community Physicians
01.2022 - 06.2022
Lead Sales Generalist
Victoria Secret
07.2018 - Current
Seasonal PSE processing clerk
United States postal service
10.2017 - 02.2018
Seasonal Fragrance Associate
Macy's Department Store
10.2017 - 02.2018
Sales Associate
Zara
12.2016 - 01.2018
High School Diploma -
Patterson High School