Marian Patricia Kloter
Coconut Creek,FL
Summary
Dedicated customer service representative with strong problem-solving and relationship-building skills. Known for managing high-stress situations while maintaining professionalism and empathy, resulting in increased customer loyalty and satisfaction.
Over 10 years of experience in members services and claims inquiry /resolution. Proficient in CRM software, with a proven track record of enhancing service delivery and fostering strong professional relationships. Committed to ethical practices and customer retention.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Centers Plan for Healthy Living/Call Center Systems
01.2019 - 12.2025
- Resolved customer inquiries and issues efficiently through effective communication and problem-solving skills.
- Serviced Medicare, Medicaid and Managed Long Term Care lines of business.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Utilized CRM software to track customer interactions, ensuring accurate documentation and follow-up on requests.
- Assisted new staff on call center procedures, fostering a supportive environment for skill development.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity. Call volume was varied; handled up to 100 calls per shift.
Claims Inquiry/Claims Research Representative
Aetna Medicaid
03.2008 - 01.2018
- Maintained strong professional relationships with members and providers with timely updates on inquiry progress and addressing concerns promptly.
- Call center and virtual rep- serviced 5 states in Medicaid Health Insurance. Handled inbound calls, assisted with finding solutions, facilitating of claims processing and appeals.
- De-escalated calls and affirmed customer satisfaction and retention, took ownership of the call.
- Demonstrated outstanding follow up both within the organizations and with the client. Received numerous accolades for high scores on Quality & Assurance programs.
- Ethical and HIPPA compliant, received recognition for CSI Program for contribution to cost saving initiatives.
Sales Associate / Project & Delivery Expeditor
Home Depot/EXPO Design Center
04.1998 - 02.2007
- Coordinated inventory management, ensuring timely product availability for customer orders.
- Streamlined order processing procedures to enhance workflow efficiency and reduce delays.
- Managed communication between suppliers and internal teams to facilitate accurate order fulfillment.
- Oversaw logistics operations, optimizing delivery schedules for improved customer satisfaction.
- Recruited by Corporate to assist with construction, department set up and training at 2 stores.
- Transferred to Pompano Florida Project Consolidation Center - serviced 5 store in Florida. Was authorized and trained with remote access to main Home Depot IT Network to facilitate inventory transfer and all necessary documents for delivery agents.
- Involved with The Home Depot Wellness Program for the betterment of its associates; utilizing on site health fairs, blood drives and morale boosting initiatives. Was awarded the 2004 National Wellness Rep Award.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance. Successfully baked and served cookies on site in appliance department to drive sales. Designed thank you gifts for final project sign off to gain repeat business.
Education
Certificate - Microsoft Office Suite/Quickbooks
PC Professor
Boca RatonBachelor of Science - Animal Sciences/Dairy Husbandry
Delaware Valley College
Doylestown, PAAssociate of Science - Animal Sciences/ Dairy Husbandry
State University Of New York @ Cobleskill
Cobleskill, NYSkills
- Customer service soft skills excellence
- Active listening
- Critical thinking
- Data entry
- Builds successful relationships at all levels
- Ethical and professional, well versed in HIPPA Compliance
Timeline
Customer Service Representative
Centers Plan for Healthy Living/Call Center Systems
01.2019 - 12.2025
Claims Inquiry/Claims Research Representative
Aetna Medicaid
03.2008 - 01.2018
Sales Associate / Project & Delivery Expeditor
Home Depot/EXPO Design Center
04.1998 - 02.2007
Certificate - Microsoft Office Suite/Quickbooks
PC Professor
Bachelor of Science - Animal Sciences/Dairy Husbandry
Delaware Valley College
Associate of Science - Animal Sciences/ Dairy Husbandry
State University Of New York @ Cobleskill