Maria Hosking
Tucson,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I've been recognized for exceptional customer service and teamwork. Leveraging strong decision-making and active listening to drive improvements and achieve notable goals and deadlines in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Optician Assistant
Eyemart Express LLC
Tucson, Arizona
01.2023 - Current
- Provided advice on frame style selection according to individual facial features or personal preferences.
- Created detailed reports on patient visits for optometrist review.
- Filled out paperwork for insurance claims and verified coverage information with insurance companies.
- Ensured compliance with HIPAA regulations when handling confidential information.
- Explained warranties and return policies associated with eyewear purchases to customers.
- Maintained smooth patient flow throughout facility, promoting efficient overall operations.
- Utilized electronic health record systems for accurate and efficient patient data management.
- Performed administrative tasks such as scheduling appointments, updating patient files, filing documents, and managing inventory.
- Recognized by corporate office for providing exceptional customer service. Awarded at a national level.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Cashier
Walmart
Tucson, Arizona
02.2019 - 04.2020
- Collected payments and provided accurate change.
- Learned roles of other departments to provide coverage and keep store operational.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Answered customers' questions and provided information on store procedures or policies.
- Issued receipts, refunds, credits or change due to customers.
- Helped customers find specific products, answered questions, and offered product advice.
- Built and maintained productive relationships with employees.
- Resolved customer complaints professionally in accordance with company policy.
Customer Service Representative
Afni
Tucson, USA
06.2018 - 01.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Informed customers of, and proactively ensured fellow agents were following company policies.
- Updated system with order specifics and customer details, preferences, and billing information.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Mentored junior team members and managed employee relationships.
Sales Associate (Shift Leader)
JCPenney
Tucson, USA
11.2013 - 10.2018
- Promoted long-term goal of customer loyalty and satisfaction by providing quality care for each customer.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Positioned skilled staff in key areas throughout shift to optimize department productivity, designated shift breaks and rotations.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Processed transactions using a point-of-sale system, responsible for Cash management across multiple point-of-sale systems in all departments.
- Maintained knowledge of sales and promotions, return policies and security practices.
Customer Service Representative and Subject-matter Expert
Customer Contact Channels (C3) Call Center
Tucson, USA
09.2016 - 10.2017
- Developed coordinated protection plans by calculating and quoting rates for immediate coverage action of uninsured healthcare clients.
- Evaluated existing policies to determine changes or modifications needed.
- Assisted customers with enrollment in health insurance plans and managed administrative paperwork.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained detailed records of all client interactions and updated customer information as necessary.
- Adjusted lunches and breaks of fellow team members to maximize efficiency and morale balance.
- Identified areas where additional training is needed based on feedback from supervisors or calls monitored by quality assurance teams.
- Developed and implemented effective training programs for new call center employees.
- Researched best practices in customer service delivery and shared insights with colleagues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Performed periodic quality assurance checks on customer support tickets in order to ensure accuracy of resolution.
In-store Team Member
Papa John's
Tucson, USA
08.2012 - 06.2013
- Greeted customers in a friendly and professional manner.
- Trained new employees per company standards.
- Promoted teamwork and efficiency on assembly line.
- Showed discipline in keeping work station clean, organized and up to company standards.
Education
High School Diploma -
Mountain View
Tucson, AZ05-2013
Some College (No Degree) - Accounting And Finance
Pima Community College
Tucson, AZSkills
- Microsoft Office Suite
- Computer proficiency
- Time-management
- EnerGov Trained
- Complaint resolution
- Strong teamwork
- High-energy attitude
- Active listening
- Adaptability and flexibility
- HIPAA Compliance
Languages
Spanish
Native/ Bilingual
Accomplishments
- EyeMart Express LLC. - Service All-Star, 2023. Nationally recognized and awarded.
Timeline
Optician Assistant
Eyemart Express LLC
01.2023 - Current
Cashier
Walmart
02.2019 - 04.2020
Customer Service Representative
Afni
06.2018 - 01.2019
Customer Service Representative and Subject-matter Expert
Customer Contact Channels (C3) Call Center
09.2016 - 10.2017
Sales Associate (Shift Leader)
JCPenney
11.2013 - 10.2018
In-store Team Member
Papa John's
08.2012 - 06.2013
High School Diploma -
Mountain View
Some College (No Degree) - Accounting And Finance
Pima Community College
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