MARJANI MALDONADO
Capital Bank and Trust
Moreno Valley,CA
1
Certification
13
years of professional experience
Skilled in team leadership and conflict resolution with extensive experience in managing high-value portfolios, handling advanced escalations, and optimizing processes. Proven ability to support and mentor team members, ensuring compliance and quality assurance across various communication channels. Adept at cross-functional alignment and delivering comprehensive financial insights to clients.
Work History
Assistant Store Manager
2 Years 11 Months- Recruited, trained, and managed a large team of service associates, ensuring adherence to customer service and visual standards.
- Authored optimal weekly employee schedules, meticulously balancing labor budgets with seasonal peak traffic requirements.
- Led district store conferences, telephone alignments, and internal team meetings to communicate performance metrics and corporate targets.
- Spearheaded service-recovery initiatives for dissatisfied patrons, translating complaints into heightened customer loyalty and positive reviews.
CSR - Customer Service Representative II
4 Years- Assist with administration of high-value retirement portfolios, including 401(k), Traditional IRA, and Roth accounts, while maintaining compliance with financial regulations.
- Handle high-volume inbound and outbound communication as consultative contact for certified financial professionals and individual investors.
- Provide complex account data, transaction tracking, and investment insights while upholding strict quality control standards.
- Support Tier 1 customer service representatives through mentorship that improves resolution workflows for complex investor requests.
Dental Claims Specialist
10 Months- Delivered tier-3 customer service support, successfully de-escalating complex inquiries regarding plan coverages and benefit details.
- Mediated and resolved high-stakes insurance disputes between provider offices and clients, identifying win-win solutions under tight timelines.
- Managed member grievance procedures systematically, analyzing issues to uncover root causes and prevent recurring complaints.
- Trained and mentored incoming staff members on complex claims handling protocols and standard customer retention strategies.
Clinical Operations & Support Assistant
1 Year 9 Months- Coordinated daily clinical patient workflows, cross-training team members to ensure fluid, zero-delay operations.
- Managed inventory, sterilization logistics, and resource tracking to maintain safety compliance and maximize room efficiency.
- Acted as a primary point of contact for complex patient queries, effectively resolving service delivery concerns on the spot.
Claims Specialist
1 Year 4 Months- Analyzed policy parameters comprehensively to make decisive coverage determinations on complex, high-priority claims.
- Educated customers on policy rights, provisions, and missing riders, elevating first-call resolution rates through empathetic listening.
Clinical Support Assistant
5 Months- Streamlined treatment room workflows and maintained rigid scheduling cadences to reduce patient wait times and optimize clinical throughput.
Education
Associate of Arts (AA)
Certificate - Dental Assisting
High School Diploma - General Studies
Pharmacy Technician
Skills
Team Leadership
Workforce Scheduling
Performance Coaching
Team Building
Conflict Resolution
Cross-Functional Alignment
Retirement Account Administration
Compliance Management
Advanced Escalation Handling
Quality Assurance
Financial Advisor Partnerships
Policy & Benefit Analysis
B2B/B2C Communications
Process Optimization
Eaglesoft
Dentrix
Sharepoint
Ace
TA2000
Financial Portfolio Management Systems
CRM & Database Software
50 WPM
MS Office
Workforce Scheduling
Performance Coaching
Team Building
Conflict Resolution
Cross-Functional Alignment
Retirement Account Administration
Compliance Management
Advanced Escalation Handling
Quality Assurance
Financial Advisor Partnerships
Policy & Benefit Analysis
B2B/B2C Communications
Process Optimization
Eaglesoft
Dentrix
Financial Portfolio Management Systems
CRM & Database Software
50 WPM
MS Office
Personal Information
Title: CUSTOMER SERVICE SUPERVISOR
Certification
Basic Life Support (BLS) / CPR Certification, 01/01/16, Present, Additional Industry Certifications (X-Ray, Sealants, Coronal Polish), Maintained Continuously Since 2017
Timeline
CSR - Customer Service Representative II
Capital Bank and Trust
08.2022 - 08.2026Read More
Dental Claims Specialist
LIBERTY Dental Plan
05.2021 - 03.2022Read More
Clinical Operations & Support Assistant
Lin Adams DDS
07.2018 - 04.2020Read More
Claims Specialist
Allstate Insurance
03.2017 - 07.2018Read More
Clinical Support Assistant
St. Patrick Dental Clinic
12.2016 - 05.2017Read More
Assistant Store Manager
Hollister Co.
11.2013 - 10.2016Read More
John W. North High School
High School Diploma from General Studies
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American Career College
Certificate from Dental Assisting
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Moreno Valley College
Associate of Arts (AA)
Read More
Stepful
Pharmacy Technician
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