Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martez Mosley

Duluth

Summary

Dynamic customer service professional with extensive experience in delivering exceptional client support across diverse industries. Skilled in managing high-volume customer interactions, resolving complex issues, and ensuring satisfaction through efficient problem-solving and communication. Proficient in CRM systems, conflict resolution, and data documentation to enhance service quality and retention. Adept at fostering positive relationships, streamlining processes, and collaborating with cross-functional teams to achieve customer-centric solutions. Committed to providing empathetic and effective service to meet customer needs and exceed expectations.

Overview

13
13
years of professional experience

Work History

Product Support Tech II

Scientific Games
Alpharetta
03.2024 - Current
  • Diagnosed and resolved technical issues for lottery machines to ensure operational uptime.
  • Collaborated with technicians to expedite resolutions for complex, multi-faceted problems.
  • Maintained detailed and accurate records of all support activities in CRM.
  • Provided timely and empathetic service to customers experiencing technical challenges.
  • Analyzed customer feedback to identify trends and propose proactive solutions.
  • Ensured compliance with quality service standards through regular follow-ups and reports.

Employee Engagement Coordinator

Ultimate Kronos Group (UKG)
Alpharetta
08.2023 - 01.2024
  • Resolved payroll and benefits inquiries to deliver accurate and timely responses to clients.
  • Updated and managed client interaction records in CRM to improve service continuity.
  • Collaborated with insurance providers to address customer concerns during enrollment periods.
  • Escalated complex issues to leadership to ensure swift and satisfactory resolution.
  • Streamlined customer inquiry processes to enhance overall response efficiency.
  • Provided exceptional support during high-demand periods to maintain service quality.

PM Scheduler

Ryder System Inc.
Atlanta
04.2021 - 03.2023
  • Handled high volumes of calls to resolve inquiries with professionalism and efficiency.
  • Trained new hires in communication and service standards to enhance performance.
  • Scheduled repairs and managed inventory to ensure operational timelines were consistently met.
  • Developed workflow optimizations to improve service efficiency and client satisfaction.
  • Coordinated with teams to address and resolve scheduling conflicts seamlessly.
  • Resolved customer concerns promptly through proactive communication and follow-ups.

Customer Service Representative II

Delta Dental
Alpharetta
09.2017 - 02.2021
  • Responded to customer inquiries to ensure strict compliance with HIPAA regulations.
  • Conducted in-depth research to address and resolve complex customer service issues.
  • Maintained confidential and accurate documentation of patient data for compliance purposes.
  • Provided informed and empathetic support to foster strong and trusting client relationships.
  • Collaborated across departments to resolve customer issues in a timely manner.
  • Improved customer satisfaction scores through consistent delivery of exceptional service.

Member Services Rep

Peach State Health Plan
Atlanta
07.2016 - 03.2017
  • Delivered accurate information to members about insurance plans, benefits, and coverage.
  • Updated member accounts within strict service deadlines to ensure compliance standards.
  • Resolved complex inquiries through effective communication to enhance member satisfaction.
  • Assisted members in understanding insurance policies to boost overall retention.
  • Streamlined issue-resolution processes to improve member experience and service delivery.
  • Ensured proper documentation of interactions to support quality assurance and tracking.

Billing/Enrollment Rep

Health Plan Services
Tampa
06.2012 - 06.2016
  • Processed billing and enrollment tasks with precision to ensure policy compliance and accuracy.
  • Streamlined application workflows to enhance efficiency and reduce processing errors.
  • Resolved billing and enrollment inquiries to build strong client relationships over time.
  • Collaborated with clients to address issues to maintain trust and improve satisfaction.
  • Conducted follow-ups on pending matters to ensure timely resolution and service delivery.
  • Improved policy processing accuracy by implementing quality assurance measures effectively.

Education

High School Diploma -

Cody High School

Skills

  • Customer Service
  • Customer Retention
  • Complaint Management
  • Problem Resolution
  • Active Listening
  • Conflict Resolution
  • Call Handling
  • CRM Systems
  • Needs Analysis
  • Technical Troubleshooting
  • Task Prioritization
  • Empathy Skills
  • Team Collaboration
  • Data Accuracy
  • Quality Assurance

Timeline

Product Support Tech II

Scientific Games
03.2024 - Current

Employee Engagement Coordinator

Ultimate Kronos Group (UKG)
08.2023 - 01.2024

PM Scheduler

Ryder System Inc.
04.2021 - 03.2023

Customer Service Representative II

Delta Dental
09.2017 - 02.2021

Member Services Rep

Peach State Health Plan
07.2016 - 03.2017

Billing/Enrollment Rep

Health Plan Services
06.2012 - 06.2016

High School Diploma -

Cody High School

Similar Profiles

CREATE PROFILE
Martez Mosley