Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Marie Mmbucwa Nahas

Avondale,AZ

Summary

Customer Service and Benefits Advocate with over 5 years of experience in remote, call center, and client-facing roles. Skilled in healthcare and insurance operations, benefits communication, and high-volume member outreach. Strong ability to resolve complex inquiries, maintain HIPAA and data privacy compliance, and deliver empathetic, solution-driven support. Consistently exceeds performance metrics while building lasting client relationships.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Client Support & Social media assistant

Sun Valley Tax Services
Glendale, Arizona
01.2020 - 02.2024
  • Facilitated tax preparation, healthcare enrollment, and benefit documentation for clients.
  • Managed inbound and outbound calls, clearly explaining program requirements.
  • Verified sensitive information to ensure compliance with privacy regulations.
  • Documented client interactions in CRM for accurate follow-up and case tracking.
  • Consistently met outreach, quality, and schedule adherence metrics.

Picker Packer

Macy’s Distribution Center
Goodyear, Arizona
04.2017 - 12.2018
  • Selected and packed orders using warehouse management systems to ensure accuracy.
  • Verified shipments for accuracy and quality assurance to maintain high standards.
  • Resolved customer complaints promptly and professionally to enhance service quality.
  • Read and confirmed order attributes and quantities to support operational efficiency.

Customer Service Representative

Empereon-Constar
Phoenix, Arizona
01.2016 - 12.2016
  • Managed high-volume inbound and outbound calls concerning billing, insurance, and benefits.
  • Achieved first-call resolution while accurately documenting cases in CRM systems.
  • Consistently met or exceeded performance metrics for quality, accuracy, and call handling time.

Caregiver, Special Needs

Creative Innervisions
Phoenix, Arizona
10.2013 - 12.2015
  • Provided compassionate care to individuals with developmental disabilities, adhering to personalized care plans.
  • Documented client progress accurately, ensuring compliance with established guidelines.
  • Developed tailored care plans addressing unique needs and abilities of each client.
  • Maintained precise service records to track client outcomes effectively.
  • Adapted programs to meet specific requirements of individual clients.
  • Collaborated with healthcare professionals to coordinate medical treatments and therapies.

Education

High School Diploma -

Penn Foster High School
Phoenix, AZ
10-2013

Skills

  • Healthcare & Insurance Operations
  • Employee Benefits Communication (Medical, Payroll, 401K)
  • Inbound/Outbound Call Handling & Telephonic Outreach
  • Eligibility & Enrollment Assistance
  • CRM & Web-Based Systems Navigation
  • Issue Resolution & Escalation Management
  • HIPAA & Data Privacy Compliance
  • Multitasking in High-Volume Environments
  • Conflict Resolution & De-escalation

Certification

  • CPR, AED & First Aid Certified
  • Article 9 Certified
  • customer service certificate (NRF)

Languages

English
Native/ Bilingual
Swahili
Native/ Bilingual
Spanish
Professional

Timeline

Client Support & Social media assistant

Sun Valley Tax Services
01.2020 - 02.2024

Picker Packer

Macy’s Distribution Center
04.2017 - 12.2018

Customer Service Representative

Empereon-Constar
01.2016 - 12.2016

Caregiver, Special Needs

Creative Innervisions
10.2013 - 12.2015

High School Diploma -

Penn Foster High School

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