Marina Tarp
Bismarck,North Dakota
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Offering over 7 years experience in motor vehicle processes. Adept with handling policy and legislative changes, willingness to take on added responsibilities to meet team goals. Hardworking, organized and committed to achieving excellence in all tasks.
Overview
10
10
years of professional experience
Work History
Licensing Specialist II Motor Vehicle
Department of Transportation
11.2016 - Current
- Provide technical information in response to diverse inquiries regarding registration, titling, tax, leases, and motor vehicle policies from external customers, in person, over the telephone, by mail or fax in a professional manner
- Procurement Level 1 training completed, timesheet approval training along with performance evaluations overview
- Accurately process customer transactions and maintained cash drawer
- Analyze requests for information by the public; research existing procedures utilizing the resources related to the inquiry and determine the most effective and efficient method or procedure to resolve the customers issue or problem
- Prepare clear and concise verbal or written responses to explain issues, processes, or resolutions to the individual; calm angry or confused customers (dealing with their emotions first) so necessary information can be gathered and communicated and offer a choice of alternatives; may require elevating incredibly angry or confused customers to more experienced staff
- Examine applications received to ensure necessary and all required information is included, such as: name, address, Manufactures Certificate of Origins (MCO), titles, Damage Disclosure and Odometer Disclosure Statements and payment of correct fees for registration and titles
- Examine all paperwork submitted to the division and screen for potential fraud including misstated purchase prices, inaccurate tax exemptions, altered odometer statements, fraudulent documentation, and inauthentic signatures
- Maintain the integrity of the Vehicle Registration and Titling System (LEGENDS) used to track vehicles registered and titled in North Dakota to ensure vehicle owner records, registration dates and vehicle information are accurate
- Ensure accuracy of fees and payments and/or credit amounts are posted correctly
- Once payment has been remitted by the customer, issue registration and/ or title
- Research, review and process registration and tax refunds in LEGENDS
- Assist customers with completing required forms and application materials; question applicants and conduct research to obtain missing or questionable information; provide the customer with detailed and concise instructions to complete the task and necessary product(s)
- Maintain the confidentiality of confidential information to comply with Federal and State laws, rules, policies, and procedures
- Provide assistance wherever necessary as a team member to responsibly meet customer needs
- Maintain effective staff coverage, customer service, and workload balance of the consumer services counter
- Provide technical assistance and/or information on the interpretation of North Dakota Century Code, statutes, rules, policies, and procedures to customers, dealers, lien holders and titling companies
- Submit documentation for enhancements to FAST software, including writing scenarios, providing feedback on the upgrade in software
- Using Secretary of State for legal business name, aiding help customers when dissolving a business or forming a new business due to the tax exemption codes.
- Coordinated cross-departmental efforts to implement process improvements aimed at enhancing overall motor vehicle operations efficiency.
- Provided expert guidance to internal teams regarding interpretation and application of relevant rules, regulations, policies, and guidelines pertaining to motor vehicle.
- Responded to requests for information from public, other municipalities or state and federal legislative offices.
- Assisted newly hired license specialist in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Enhanced cross-functional collaboration between departments through effective communication and coordination of motor vehicle activities.
Customer Service Representative Team Lead
Aetna Insurance Co.
10.2015 - 10.2016
- Assisted other representatives with questions, issues, coding and or inquiries they may have regarding a member's medical, vision, Flexible spending Account, and dental benefits
- Working with Medical Facilities to get records to determine if Workman Compensation Claim
- Responsible for the teams’ administrative oversight, i.e., team meetings, time and attendance, workload balance, team scheduling and associate performance
- Prepares, analyzes, and applies pertinent data, metrics, and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures
- Deliberately facilitates team building and inter-disciplinary collaboration
- Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives
- Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and performance
- Conducts individual and team quality audits, monitoring phone calls and documentation within the members health record, to ensure consistent adherence to policies and procedures.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Improved overall call center performance with effective coaching and feedback to team members.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Led customer service projects to address and achieve key business objectives.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
Patient Representative
Lifeline Ambulance Service
11.2013 - 04.2015
- Coding for level of service, coding for supplies, coding for wait times, coding for all care provided, coding for air ambulance
- Strong ability to interact and communicate with people over the telephone, often in stressful situations
- Conduct in-depth analysis to determine Workman Compensation should be bill for the claim along with a thorough follow up
- Uncommon ability to use independent judgment and to manage and impart confidential information
- Remarkable ability to communicate effectively, both orally and in writing
- Payment Positing, Medicare, Medicaid, Insurance, Patient Payments
- Thorough knowledge of medical insurance claims procedures and documentation
- In-depth knowledge of medical billing procedures - submission of insurance claims, Medicare, Medicaid, and other private insurance carriers
- Considerable data entry and word processing skills
- Enviable ability to verify data input and correct errors
- Excellent records maintenance skills
- Strong ability to gather data, compiled information, and prepares reports
- Exceptional knowledge of medical terminology and customer service skills
- Remarkable experience with Microsoft Office suite, Word, Excel, Outlook
- Great typing skill - 40 words per minute
- Certified Ambulance Coder
- Exceptional ability to prioritize work to meet goals and objectives within acceptable time frames.
- Assisted patients with insurance claims, facilitating smooth transactions and proper coverage.
- Contributed to a positive workplace culture by actively participating in team meetings and professional development opportunities.
Education
Prerequisite - Nursing
Linn-Benton Community College
Albany, ORCertificate - Leadership Everywhere For Everyone
State of North Dakota
Bismarck, ND04.2022
Skills
- Legal Research
- Policy Analysis
- Project Management
- Attention to Detail
- Critical Thinking
- Customer Service
- Decision Making
- Problem Solving
- Conflict Resolution
- Relationship Building
- Multitasking Abilities
- Cross-functional Collaboration
- Time Management
- Researching Skills
- Dispute Resolution
- Interpersonal Skills
Affiliations
- crochet
- family
- fishing
- cooking
Timeline
Licensing Specialist II Motor Vehicle
Department of Transportation
11.2016 - Current
Customer Service Representative Team Lead
Aetna Insurance Co.
10.2015 - 10.2016
Patient Representative
Lifeline Ambulance Service
11.2013 - 04.2015
Prerequisite - Nursing
Linn-Benton Community College
Certificate - Leadership Everywhere For Everyone
State of North Dakota
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