Marisa A. Lewis
Customer Service-Senior, Retail Store Manager
(Preferred) PO BOX 1388 Arizona City, AZ 85123 8291 W. Altos Dr, Arizona City ,AZ
Summary
Astute [Job Title] offering polished communication skills. Brings excellent organizational skills and over [Number] years of job experience. Self-motivated and true team player. Conscientious [Job Title] with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Personable Member Service Representative offering [Number] years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate [Type] systems. Effective at operating within [Type] regulations and [Type] department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative
New York Life, Group Benefit Solutions
Phoenix, AZ- WAH FT
01.2021 - Current
- Individual Positive Feedback from Customers Calls (on average monthly/ Bi-Monthly).
- Provided Support to Claimants and Employers for Short Term Disability Claims.
- Educated Callers with Statius on: Approvals, Benefits Extensions, Status of Monetary Payments, review and Medical Requests.
- Additional Areas of Support: Appeals, Employer Benefit Packages, Waiting Periods and Correspondences to Claim and Senior Claim Managers, including Call Back Requests.
Customer Service Advocate
Cigna
Phoenix, AZ
11.2020 - 12.2021
- Documented Claimant concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Access multiple databases and Lines of Business to further investigate Claimant and Employer questions and concerns ( iAM, WorkBench, Excel Templates: ADL, Feed (ADV) Absence)/ Account Summary Guides (Employer/ Policy Contract)
- Received Multiple Awards Sponsored by: Claim Managers, Senior Claim Managers, Team Leads and Positive Reviews: Customers- Including Direct Positive Feedback from other Department Leads/ Senior Claim Managers (SCM) to Supervisor thanking my commendable customer service.
Customer Care Advocate
Cigna
Phoenix, AZ
09.2017 - 12.2019
- Earned Multiple Customer Achievement Awards including:
- Company-Wide, Clinical Services Department- “Customer Service Week Winner”, Oct 2018
- Individual Positive Feedback from Customers Calls (on average monthly/ Bi-Monthly)
- Received Multiple Individual Monetary Awards based on Claim Managers, Senior Claim Managers, Team Leads {Senior Manager's Supervisors}and Positive Reviews- Including Direct Positive Feedback from other Department Leads/ Senior Claim Managers (SCM) to Supervisor thanking my commendable customer service
Quality Audit Representative Senior
United Health Group, Medicare Advantage
Phoenix, AZ
08.2016 - 11.2016
- Special Project: Precepting - Live Calls’ for M&R Dept Teams; then Individual agents in the finalized Tool: Approx 2-3 mths
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored Prior Authorization Approvals (Agent) Call Metrics and quality-control programs.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Senior Rep- Customer Care Associate
United Health Group, Medicare Advantage
Phoenix, AZ
12.2014 - 07.2016
- Special Project: Administrative Approval Tool- PRIMARY Agent Assisting with Medical Director in constructing and trouble-shooting Home Health and Provider office/Outpatient services Approval Tool, Including:
- Kept Daily Logs and Emailed authorization ticket Forms to Supervisor/ Clinical Managers Director nightly (approx. 2 months)
- Met multiple times with Members (Medicare UHC-WEST- PacifiCare Departments and of Management, Medical Director and Clinical Services Director
- Special Project: (Then): Cross-Trainor for Prior Authorization/ Medicare and Retirement Dept, Including:
- Including individual coaching of agents, monitored ALL Departments Daily Authorizations for Correct Tasking and Claim Completion/Closure - Duration: Approx 6 mths to insure Proper Medicare Guidelines adherence
- Also Responsible for: Development and Subsequent Training Tutorial (Finalized) - SOP -published on SharePoint UHC/ UHC West Website
Clinical Administrative Coordinator
UnitedHealth Care / UnitedHealthGroup
Phoenix, AZ
10.2013 - 11.2014
- Customer Care, (CCA) Medicare & Retirement (Provider) / UHC West Claims (PacifiCare/ Care Core (EviCore now)
- Earned Customer Achievement Awards including:
- Bravo Awards- Supervisor approver for Monetary Awards: Opal, Gold and Diamond Level
- Quarterly Bonuses for years: 2014, 2015, 2016
Store Manager- Co Manager
Avenue- United Retail Inc
San Diego, CA
08.2008 - 12.2011
- Daily Coaching and Employee Training, Store and One-on-One Meetings, Employee/ Management Scheduling and Break/Lunch Scheduling
- Also insured that Key Holder (2x Employee and 2 Assist Managers and (Store Manager) Scheduled (All Day) in able to perform RETURNS/EXCHANGES)
- Loss Prevention Adherence, Closing/Opening Bank Deposits/ Monetary Drawers, Nightly Daily/Mthly/ Year to Date Sales and Credit Goals to Corporate line (District/ Company Required)
- Achieved the top 5 Rank in the company in both Sales Increase and Private Credit categories in all store locations in the United States
- Instituted Electronic Merchandise Tracking Log (all items exceeding $79.99 and above)
- Oversaw removal of store location from L.P
- (Loss Prevention) based on: improved inventory control compliance (As Manager And Co- Manager), consistent P&L (Profit and Loss) reports and Monthly and Yearly Store Sales Goals increases while Exceeding Expectations.
Librarian-Night Students Services, Library Support
CCSD, California College San Diego/ Federal Work Study
San Diego, CA
03.2008 - 11.2010
- Co- Authored and oversaw new categorizing system where current library techniques were combined with the officially recognized Library of Congress classification system (with LCC and ISBN being used); which is now being used for the college’s books, catalogs, and instructor/student and GED reference libraries
- Worked with Admissions (used during All College Admissions Process) to compile and Update all new and existing students in the "Diamond D" -Student Database
- Was requested by following College Departments: Student Services, Admissions, Registrar’s, Financial Services and Deans Office of: Business, Medicine and Associate Dean to offer additional administrative and office support For CCSD (San Diego Campus); based on performance as a Federal Work Study with Library.- only allowed to work pre-allotted hours each Semester based on Awarded Pell Grant Status (quarterly) status
- (Hrs not Not to exceed Federal PERSONAL budget each semester), also in charge of tracking these hrs.
Product Sales/ Education and Appointment Scheduler
Regis Corp, Westfield Shopping Center/ Mission Valley
San Diego, CA
04.2009 - 01.2010
- Assisted in creation of new district-wide employee sales and product training program, where customer sales techniques and vendor-specific items/ product lines were taught, and employee strengths and weaknesses were assessed
- Maintained Personal and Company Add-on and Sales performance expectations for store and personal sales
- Federal Work Study (FWS) - Faculty and Student Library Resources
Retail Store Manager {Manager In-Training 2005-06}
Ritz Camera, Ritz Camera Centers And Image
San Diego, La Jolla, CA
06.2002 - 06.2008
- Manager Of the Year Award; for 2006 & 2007- Southern California
- Employee of the Month & Employee of the Year; for 2003 - Southern California
- Store of the Year; 2008 – U.S.: awarded for continual Record Sales Increases in both store location and personal projected sales increases
- National Sales Competition Award Winner; Nikon, Canon and Bellufluer’s Canvas Studios (FL) in combined Personal and Store/ Sales Manager categories; for 2005, 2006, 2007 and 2008
- Additional Position
Education
Bachelors of Science Degree (BSHCA) - Health Care Administration (Medical Field)
California College San
San Diego, CA- Mission Valley 08.2008 - 01.2013
Healthcare Financial Administration Healthcare Economics and Policy Management Principles Operations Management Human Resources Management Accounting Principles I & 11 Critical Thinking Communications Arts and Interpersonal Communication Medical Records and Communication Insurance Specialist Computerized Medical Administration Pharmacy Systems and Databases. -
California College San Diego
San Diego, CA - Mission Valley 01.2009 - 01.2013
Timeline
Customer Service Representative
New York Life, Group Benefit Solutions
01.2021 - Current
Customer Service Advocate
Cigna
11.2020 - 12.2021
Customer Care Advocate
Cigna
09.2017 - 12.2019
Quality Audit Representative Senior
United Health Group, Medicare Advantage
08.2016 - 11.2016
Senior Rep- Customer Care Associate
United Health Group, Medicare Advantage
12.2014 - 07.2016
Clinical Administrative Coordinator
UnitedHealth Care / UnitedHealthGroup
10.2013 - 11.2014
Product Sales/ Education and Appointment Scheduler
Regis Corp, Westfield Shopping Center/ Mission Valley
04.2009 - 01.2010
Healthcare Financial Administration Healthcare Economics and Policy Management Principles Operations Management Human Resources Management Accounting Principles I & 11 Critical Thinking Communications Arts and Interpersonal Communication Medical Records and Communication Insurance Specialist Computerized Medical Administration Pharmacy Systems and Databases. -
California College San Diego
01.2009 - 01.2013
Store Manager- Co Manager
Avenue- United Retail Inc
08.2008 - 12.2011
Bachelors of Science Degree (BSHCA) - Health Care Administration (Medical Field)
California College San
08.2008 - 01.2013
Librarian-Night Students Services, Library Support
CCSD, California College San Diego/ Federal Work Study
03.2008 - 11.2010
Retail Store Manager {Manager In-Training 2005-06}
Ritz Camera, Ritz Camera Centers And Image
06.2002 - 06.2008
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