Marketa Scott
Lake Alfred,FL
Summary
Dynamic professional with 11 years of experience seeking a Customer Experience Representative role. Proven track record in managing high-volume customer inquiries and delivering exceptional service, highlighted by previous roles as Customer Support Rep and Customer Service Supervisor. Skilled in communication, problem-solving, CRM software, and conflict resolution, with a strong focus on enhancing customer satisfaction and streamlining processes.
Overview
13
13
years of professional experience
Work History
Member Service Representative
TEK Systems Global Services
Remote
12.2023 - Current
- Updated eligibility and benefits information for both new and existing members .
- Executed updates to patient records, ensuring alignment with current insurance benefits and carrier information to support operational efficiency.
- Managed updates to member personal account information to enhance user experience and address online login challenges.
- Facilitated effective communication with members by resolving inquiries and delivering comprehensive information on class schedules and fitness programs.
- Educated members on benefits of SilverSneakers, including gym access, classes, and additional resources. Promoted membership advantages to enhance member engagement. Supported positive member experiences to foster health and wellness.
- Ensured compliance with HIPAA regulations to safeguard patient confidentiality and data security.
- Managed over 30 incoming calls per day from members.
Customer Support Rep
ResultsCX
Remote
08.2021 - 08.2023
- Managed high volume inbound customer inquiries, delivering accurate and effective solutions.
- Delivered exceptional service and product knowledge to enhance The Home Depot customer experience.
- Streamlined customer interactions, reducing effort in ordering, shipping, and return processes.
- Maintained clear communication with customers regarding order status and resolved post-order concerns.
- Facilitated coordination between customers, manufacturers, and freight carriers to ensure seamless service.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Customer Service Supervisor
Alliance Communications
Hybrid
03.2018 - 06.2021
- Managed a high volume of escalated customer inquiries and complaints, ensuring timely and effective resolution.
- Supervised inbound call takers in a fast-paced environment, maintaining high standards of service quality.
- Provided support and guidance to team members to enhance their performance and customer handling skills.
- Ensured efficient handling of customer inquiries and complaints, contributing to improved customer satisfaction.
- Completed bi-weekly payroll for 12 employees.
Mortgage Loan Underwriterd
SouthState Bank
Orlando, FL
01.2016 - 01.2018
- Verified income and employment information of borrowers.
- Reviewed borrowers' credit histories to assess financial reliability.
- Evaluated depository accounts and assets to determine financial standing.
- Determined fair market value for collateral by reviewing appraisals.
- Ensured compliance with financial institution requirements and government regulations for property specifications and loan terms.
- Rendered underwriting decisions after evaluating applications and collateral.
- Documented reasons for loan approval or denial, maintaining comprehensive loan files.
- Maintained a professional, business-like atmosphere within the organization.
Patient Care Coordinator
InnovaCare | Family First Medical Center
Haines City, FL
05.2013 - 12.2015
- Welcomed patients and visitors upon arrival, ensuring a professional and friendly first impression.
- Managed the waiting room to maintain efficient wait times, notifying patients and visitors of any delays.
- Coordinated front desk workflow and maintained effective communication with medical assistants.
- Managed daily scheduling for healthcare providers to optimize appointment efficiency.
- Maintained accurate patient registration by recording and updating personal and financial information.
- Assisted patients with resolving healthcare system issues and addressing financial or social barriers.
- Facilitated patient intake processes, including document scanning and verification.
- Collected patient payments, managed cashier duties, balanced daily deposits, and prepared bank deposits.
- Handled walk-in patient processes, including greeting, answering phone calls, and scheduling appointments.
- Managed and maintained medical records by filing, scanning, and processing release requests.
- Managed patient records using electronic health record systems, ensuring data accuracy.
Education
Bachelor of Business Administration - Accounting
Polk State College
Winter Haven, FL05.2018
High School Diploma -
Auburndale High School
Auburndale, FL05.2013
Skills
- Communication
- Data Entry
- Problem-Solving
- Empathy
- Active Listening
- CRM Software Proficiency
- Time Management
- Conflict Resolution
- Multitasking
- Product Knowledge
- ICD-10
- CPT
- Computer Literacy
- EHR
- EMR
- EPIC
- EClinicalWorks
- HIPAA
- Business Communications
- Claims Administration
- Claims Review
- Fraud Investigations
- Inclusive Leadership
- Learning Agility
- MS Office
- Zendesk
- Zoom
- VLOOKUP
- Oracle
- CRM Database
- KPIs
- Skip Tracing
- Salesforce
- Insightly
- Microsoft Dynamics 365
- SugarCRM
- RingCentral
- Balto
- Healthcare Billing
- Medical Records
- Excel
- Spreadsheets
- Google Chrome
- Microsoft Edge
- Customer support
- Customer service
- Dispute resolution
- Issue resolution
- Sales strategy
- Healthcare
- Member account management
- Problem resolution
Timeline
Member Service Representative
TEK Systems Global Services
12.2023 - Current
Customer Support Rep
ResultsCX
08.2021 - 08.2023
Customer Service Supervisor
Alliance Communications
03.2018 - 06.2021
Mortgage Loan Underwriterd
SouthState Bank
01.2016 - 01.2018
Patient Care Coordinator
InnovaCare | Family First Medical Center
05.2013 - 12.2015
Bachelor of Business Administration - Accounting
Polk State College
High School Diploma -
Auburndale High School