Mark Wilson
Henderson,NV
Summary
Mark Wilson is an accomplished Customer Service Professional with over a decade of experience in delivering exceptional support and fostering customer loyalty. Known for his unwavering dedication to customer satisfaction, Mark excels in resolving complex issues efficiently and with a personal touch.
Overview
8
8
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
UnitedHealth Group
08.2022 - Current
- Provide exceptional support to customers utilizing our insurance rewards incentive platform, ensuring a seamless and rewarding experience
- Address and resolve customer inquiries related to reward eligibility, claim processes, and account management through phone, email, and chat channels.
CUSTOMER SERVICE TIER 2
NORDSTROM
06.2021 - 08.2022
- Provide exceptional customer support for credit card payment inquiries, including billing issues, transaction disputes, and account management
- Assist customers with payment processing, setting up automatic payments, and troubleshooting any issues related to their credit card accounts
- Educate customers on credit card features, benefits, and security measures to enhance their user experience and financial literacy.
CUSTOMER SERVICE MEDICARE
ANTHEM INC LAS VEGAS, NV
09.2019 - 06.2021
- Assisting members in selecting and optimizing their Medicare plans based on individual health needs, preferences, and financial considerations, ensuring they receive the maximum benefits and coverage
- Proactively identifying and resolving any issues or concerns that members may have with their Medicare plans, working closely with internal teams to ensure timely and satisfactory resolutions.
CUSTOMER SERVICE
TAD PGS | Apple One
02.2020 - 02.2020
- Calling and reaching out to individuals that have been exposed to Covid-19 and making sure they are quarantined correctly to protect their family, homes, and community from the virus pandemic
- Documenting information for the State of Nevada
PROVIDER SERVICE REPRESENTATIVE
BroadPath Healthcare Solutions - Las Vegas, NV
10.2018 - 02.2019
- Explained plans, procedures, protocols, benefits, services and any other necessary information to the members while adhering to all call metrics as set forth by the client including Schedule Adherence, Average Handling Time, After Call Work and CSAT scores (Customer Satisfaction Scores) if applicable excellent schedule adherence.
FULLFILMENT ASSOCIATE
Amazon Fulfillment Associates - Las Vegas, NV
10.2018 - 12.2018
- Handling the full range of goods by Amazon and its Marketplace sellers in the UK, including but not limited to: age restricted products, food (including nuts and meat) and alcohol and chemicals
- Efficiently and effectively receiving and storing goods inwards following Amazon's internal processes and procedures and using radio frequency scanners
- Pick our customer orders ensuring a high level of quality and productivity
- Accurately pack and ship our customer orders to ensure we meet customers' high expectations
- Accurately read instructions from a scanner
- Relocate products using forklifts, pump truck and power pallet truck
- Consistently achieve targets set for your department
- Adhere to safety, quality and production standards.
BILLING SPECIALIST
USAA - Las Vegas, NV
04.2018 - 09.2018
- Overseeing the preparation, issuance, and management of car insurance bills, ensuring all invoices are accurate and comply with policy terms, regulatory requirements, and company standards
- Serving as the first point of contact for members regarding billing inquiries, providing clear, empathetic, and effective communication to resolve issues promptly and satisfactorily
- Managing the processing of payments, including receiving, recording, and reconciling payments in the billing system, ensuring timely application of payments to member accounts.
PREMIER PRINTS
06.2016 - 04.2017
- Serving as the primary point of contact for customers, handling inquiries through various channels including phone, email, and live chat, and ensuring each interaction is positive, informative, and responsive
- Managing the entire order lifecycle from placement to delivery, including processing orders, tracking shipments, and addressing any issues that arise during the fulfillment process to ensure timely and accurate delivery of products
- Proactively identifying and resolving any customer issues or complaints, employing problem-solving skills to find effective solutions and maintaining open communication with customers throughout the resolution process.
ASURION TECH COACH
Asurion
06.2016 - 04.2017
- Fostering a positive relationship with our customers, ensuring they feel supported, informed, and empowered in their use of technology, and reinforcing Asurion's commitment to exceptional customer care and technical expertise
- Offering tailored, one-on-one support to customers, addressing their specific technology needs and issues, and providing clear, step-by-step instructions to resolve problems and optimize device performance
- Diagnosing and resolving technical issues across various platforms, including smartphones, tablets, computers, and smart home devices, leveraging your extensive knowledge and resources to provide effective solutions.
Education
ASSOCIATES - MARKETING
SNHU
Skills
- WINDOWS
- MAC OS
- WORD
- COMPUTER HARDWARE
- ORDER MANAGEMENT
- HELP DESK
- ANDROID
- IOS
- BILLING
- TECH SUPPORT
Awards
CSR AWARDS ANTHEM
Timeline
CUSTOMER SERVICE REPRESENTATIVE
UnitedHealth Group
08.2022 - Current
CUSTOMER SERVICE TIER 2
NORDSTROM
06.2021 - 08.2022
CUSTOMER SERVICE
TAD PGS | Apple One
02.2020 - 02.2020
CUSTOMER SERVICE MEDICARE
ANTHEM INC LAS VEGAS, NV
09.2019 - 06.2021
PROVIDER SERVICE REPRESENTATIVE
BroadPath Healthcare Solutions - Las Vegas, NV
10.2018 - 02.2019
FULLFILMENT ASSOCIATE
Amazon Fulfillment Associates - Las Vegas, NV
10.2018 - 12.2018
BILLING SPECIALIST
USAA - Las Vegas, NV
04.2018 - 09.2018
PREMIER PRINTS
06.2016 - 04.2017
ASURION TECH COACH
Asurion
06.2016 - 04.2017
ASSOCIATES - MARKETING
SNHU