Marquita D. Lottie
Las Vegas,NV
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Experienced Customer service brings 8+ years of applying exceptional customer service,
Overview
11
11
years of professional experience
Work History
CUSTOMER CARE REPRESENTATIVE
ANTHEM BLUE CROSS BLUE SHIELD
04.2018 - 02.2021
- Responsible for keeping clients privacy under HIPPA Law
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Data entry also trained under multiple programs that Anthem works with .
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed over 50 calls per day.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Trained in claims to see how they were paid out or unpaid and to see they needed to be adjusted.
Dispatcher
M&M Trucking of
03.2017 - 02.2020
- Making sure truckers logs are up to date , match drivers with cargo to be hauled, coordinate with customers regarding delivery status of products and providing precise logistics with fastest transportation routes for professional drivers to ensure smooth and timely deliveries.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Answered phone calls and responded to customer emails.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
OFFICE MANAGER
REALTY KING PUBLISHING
03.2012 - 06.2019
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
OFFICE MANAGER ASSISTANT
FORTSON FAMILY CARE & WELLNESS
03.2010 - 02.2011
- Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Transferred and directed phone calls, guests, and mail to correct staff members.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
Education
High School Diploma -
Theodore Roosevelt High School Gary IN
Gary, IN06.1987
Skills
- Office Skills:
- Telephone & Front Desk
- Correcting Discrepancies
- Computer Skills:
- Word Excel PowerPoint Access Visio Outlook Windows Vista/XP
- Core Accomplishments
- Information Gathering and Analysis
- Strong Client Relations Skills
- Insurance Practices
- Filing Appeals
- Microsoft Office
- Research
- Customer Service Support
- Claim Processing
Timeline
CUSTOMER CARE REPRESENTATIVE
ANTHEM BLUE CROSS BLUE SHIELD
04.2018 - 02.2021
Dispatcher
M&M Trucking of
03.2017 - 02.2020
OFFICE MANAGER
REALTY KING PUBLISHING
03.2012 - 06.2019
OFFICE MANAGER ASSISTANT
FORTSON FAMILY CARE & WELLNESS
03.2010 - 02.2011
High School Diploma -
Theodore Roosevelt High School Gary IN
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