Summary
Overview
Work History
Education
Skills
Timeline
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Mariah Wilson

Jacksonville,FL

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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

10
10
years of professional experience

Work History

Inbound Case Specialist

SelectQuote
07.2019 - 12.2022
  • Scheduled follow-up and rescheduled appointments for examinees.
  • Confirmed consultative reports and diagnostic test results.
  • Determined appropriate examinations, tests and specialists required for each case.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
  • Informed customers by mail or telephone of additional steps needed to obtain licenses.

Debt Collection Specialist

Diversified Consultants, Inc
01.2016 - 05.2019
  • Maintained high volume of calls and met demands of busy and productive group.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Documented customer payment interactions and account statuses for future reference.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.

Customer Service Associate

CVS
02.2013 - 12.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Provided customer feedback to management and identified areas of improvement for products and services.

Education

High School Diploma -

Jean Ribault High School
Jacksonville, FL
05.2010

Associate of Arts -

FSCJ
Jacksonville, FL
05.2010

Skills

  • HIPAA Requirements
  • Team Meetings
  • Call Transfers
  • Documentation and Recordkeeping
  • Policy Changes
  • Processing Customer Requests
  • Customer Satisfaction
  • Professional Correspondence

Timeline

Inbound Case Specialist

SelectQuote
07.2019 - 12.2022

Debt Collection Specialist

Diversified Consultants, Inc
01.2016 - 05.2019

Customer Service Associate

CVS
02.2013 - 12.2015

High School Diploma -

Jean Ribault High School

Associate of Arts -

FSCJ

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Mariah Wilson