MARLINE NELSON DALEY
GA
Summary
With over 20 years of diverse experience in operations support and customer service across industries such as upscale restaurants and insurance, I bring a wealth of knowledge and expertise. My meticulous attention to detail has allowed me to excel in record keeping, data entry, and credit card processing. I possess strong verbal, written, and interpersonal communication skills, enabling effective interaction with colleagues and clients. Additionally, my proficiency in implementing and managing systems and procedures, analyzing and resolving problems, as well as coordinating inter-departmental activities has consistently contributed to operational efficiency and success.
Overview
25
25
years of professional experience
Work History
Foster Care/ Foster Parent
Community Connections
Stone Mountain, GA
11.2015 - 09.2024
- Foster fragile newborns five days old to six yrs, with autism
- Developmentally delayed
- Shaken Baby Syndrome, Tube feeding, Drug Exposure( Meth) take them to doctor's appt, Therapy sessions, Personal care, monitoring their progress
- Maintained open communication with caseworkers and support teams to ensure that the needs of each child were being met effectively.
- Managed daily routines and schedules, fostering consistency and stability in the lives of foster children.
- Participated in ongoing training opportunities to stay current on best practices in foster care provision.
- Cared for medically fragile children in need of extensive support.
- Maintained accurate records of foster children''s progress, including medical appointments, medications, school achievements, and behavioral issues.
- Reduced problem behaviors with positive reinforcement and supportive techniques.
- Established clear boundaries within the home environment that promoted respect for themselves and others.
- Assisted foster children with completing homework assignments and improving their overall academic performance.
- Prepared and maintained individual beds and personal space for foster children.
- Offered extensive care to troubled older children without likelihood of adoption.
- Collaborated with caseworkers and support teams to ensure proper care for each individual child in the foster system.
- Assisted children through recovery from difficult home or school situations.
- Enhanced the well-being of foster children by providing a safe, nurturing environment and addressing emotional, social, and educational needs.
- Provided transportation to school, appointments, extracurricular activities, and family visits as needed.
- Implemented creative problem-solving techniques to address challenging behaviors exhibited by some foster children while maintaining a supportive atmosphere within the home setting.
- Helped reunify birth families through coordinated visitation strategies.
- Offered consistent guidance during difficult transitions or life changes to help foster children adapt more easily.
- Advocated on behalf of each child in court hearings as necessary.
CCIC Representative, Private Client Group (PCG) Claims
Chartis Insurance
Alpharetta, USA
08.2012 - 03.2015
- Company Overview: Alpharetta, GA
- 2
nd
place in the department for overall quality, production, and customer focus, December, 2012 - Assist high net worth customers with claim questions and inquiries in a professional and courteous manner
- Respond to questions, concerns, and information requests from insureds, brokers, claim adjusters, claimants, and vendors for the AIG Private Client Group Business Unit
- Process First Notice of Loss Reports for homeowners, auto, liability, and collections claims for AIG Private Client Group in a timely and efficient manner
- Set-up 1
st
party car rentals through Enterprise as a courtesy for insureds only - Process North Carolina Home Claim / Yacht Claim in Rumba/A400 Series System
- Alpharetta, GA
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Property and Casualty Validation Processor
Chartis Insurance
Alpharetta, USA
10.2008 - 07.2012
- Company Overview: Alpharetta, GA
- Communicated effectively with others within the company to meet quality standard goals within the Validation Department
- Accurately assigned appropriate classifications to imaged documents and appropriately handled problematic and sensitive matters
- Ensured quality imaged documents were properly delivered to our internal customers by adhering to established procedures
- Alpharetta, GA
- Increased productivity by effectively managing workload and prioritizing tasks.
- Supported team members in their tasks, contributing to overall team success.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
Document Processor
Chartis Insurance
Alpharetta, USA
01.2007 - 10.2008
- Company Overview: Alpharetta, GA
- Top producer in both quantity and quality in preparing and batching incoming workers compensation documents including legal filings, reconsiderations, auditable, and non-auditable bills
- Performed additional functions including processing file copy requests for audit purposes
- Copied requested documents onto CD/hard copy for review by our defense lawyers, medical facilities, and other AIG entities
- Processed all requests within strict guidelines predicated by AIG Operational Guidelines
- Alpharetta, GA
- Participated in regular team meetings to discuss ongoing projects and address any challenges or areas for improvement.
- Managed multiple priorities effectively, often working on several projects simultaneously while meeting all deadlines.
- Conducted thorough quality checks on completed documents, maintaining an exceptional level of accuracy and attention to detail.
- Maintained strict confidentiality when handling sensitive information, adhering to company policies and regulations at all times.
- Streamlined workflow for faster document processing, leading to improved productivity and time management.
Office Manager - Precious Jewels
Neiman Marcus
Palm Beach, USA
10.2005 - 08.2006
- Company Overview: Palm Beach, FL
- Full accountability for processing all incoming and outgoing precious jewels, implementing accurate mark-up figures on merchandise, as well as data entry
- Processed daily sales receipts and performed daily count in addition to weekly reconciliation of charged accounts
- Responsible for time-keeping, sale ring ups, refunds, gift cards, and monthly inventory
- Palm Beach, FL
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Customer Service Representative
Neiman Marcus Group Ltd
Stanford shopping Center , CA
08.1999 - 10.2005
- Ensured all client contacts were conducted in a professional and timely manner to maximize satisfaction, customer loyalty, and good will
- Provided diversified Operational Support to clients and management personnel including assistance with requests for currency orders, payments, daily reconciliation of cash drawer, and vault
- Balanced clients' deposits and justified unfinished transactions
- Provided a daily log of register conflicts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Edith Dalton James High
Duhaney Park, Jamaica06-1982
Skills
- Nutrition planning
- Self-care awareness
- Life skills teaching
- Positive reinforcement
Certificationandlicense
RCFE - Residential Care Facility for the Elderly, More than 5 years of healthcare and senior care in various positions as Nursing Assistant, Administrative Assistant, and aide in senior care facilities.
Timeline
Foster Care/ Foster Parent
Community Connections
11.2015 - 09.2024
CCIC Representative, Private Client Group (PCG) Claims
Chartis Insurance
08.2012 - 03.2015
Property and Casualty Validation Processor
Chartis Insurance
10.2008 - 07.2012
Document Processor
Chartis Insurance
01.2007 - 10.2008
Office Manager - Precious Jewels
Neiman Marcus
10.2005 - 08.2006
Customer Service Representative
Neiman Marcus Group Ltd
08.1999 - 10.2005
Edith Dalton James High