MARISSA HERNANDEZ
Summary
Versatile professional combining member support in fantasy gaming with operational efficiency in dental practice management. Proven ability to train teams, optimize processes, and resolve complex issues involving payments and account security. Strong communication skills foster positive relationships and uphold compliance standards.
Overview
5
5
years of professional experience
Work History
ASSISTANT MANAGER
WEEKEND DENTISTRY
Fort Worth, Texas
11.2025 - 01.2026
- Assisted in managing daily operations of a busy dental practice.
- Coordinated patient scheduling and appointment reminders, improving patient flow and reducing wait times.
- Trained and supervised staff, ensuring adherence to service delivery standards and enhancing patient satisfaction.
- Verified insurance coverage for patient procedures and services.
- Communicated with insurance providers to confirm eligibility and benefits.
- Trained new team members on verification processes and protocols.
- Monitored staff performance and addressed issues.
- Processed insurance claims accurately, supporting timely reimbursement and positive patient experiences.
ACCOUNT EXECUTIVE
INNOVATIVE BONDING SERVICES
West Palm Beach, Florida
04.2023 - 06.2025
- Cultivated client relationships through proactive communication and consistent follow-ups.
- Oversaw client accounts to enhance satisfaction and swiftly address service needs.
- Prepared proposals and presentations for potential clients to showcase services offered.
- Utilized CRM software to track interactions and maintain accurate client records.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Analyzed customer data to develop targeted campaigns that increased customer loyalty and retention rates.
- Participated in networking events to establish connections with potential clients.
MEMBER SUPPORT SPECIALIST
PRIZEPICKS
01.2021 - 01.2022
- Provided high-volume member support for a leading sports fantasy gaming platform.
- Managed payments, deposits, withdrawals, chargebacks, and payout issues to ensure seamless member transactions.
- Executed fraud detection and prevention through detailed review of suspicious account activity, safeguarding member accounts.
- Verified user identities and payment methods to maintain compliance and reduce risk.
- Resolved complex cases of account restrictions and disputed transactions, enhancing member trust and satisfaction.
- Maintained detailed case documentation while meeting SLA and quality standards.
- Delivered professional, empathetic support while promoting responsible gaming practices.
- Provided high-volume member support for a leading sports fantasy gaming platform.
Education
High School Diploma -
Texas A&M University - Commerce
Skills
- Member & Player Support
- Payments
- Deposits & Withdrawals
- Fraud Detection
- Account Security
- Responsible Gaming Compliance
- Identity Verification
- Payment Verification
- Escalation Handling
- Dispute Resolution
- CRM
- Support Platforms
- Remote Work
- Time Management
- Clear Written Communication
- Claims processing
- Insurance verification
- Customer service
Experience Highlights
- Experience supporting real-money gaming environments
- Strong understanding of player trust, financial security, and compliance
- Comfortable handling sensitive financial and personal data
- Passion for sports betting and fantasy platforms
Timeline
ASSISTANT MANAGER
WEEKEND DENTISTRY
11.2025 - 01.2026
ACCOUNT EXECUTIVE
INNOVATIVE BONDING SERVICES
04.2023 - 06.2025
MEMBER SUPPORT SPECIALIST
PRIZEPICKS
01.2021 - 01.2022
High School Diploma -
Texas A&M University - Commerce