Martin Maroszek
Odessa,FL
Summary
Results-driven Customer Service Representative with expertise in addressing member and provider inquiries across various platforms. Trains new hires to strengthen team performance and enhance service delivery. Recognized for fostering a culture of safety and innovation, committed to continuous workplace improvement and quality customer experiences.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Aetna Supplemental Health
WFH, FL
09.2024 - Current
- Provided excellent customer service to resolve member complaints in a timely manner.
- Promoted high member satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted members with inquiries regarding supplemental health insurance plans.
- Educated members on claim procedures and documentation requirements for reimbursements by providing detailed information on policy benefits and coverage options.
- Answered member inquiries and provided accurate information regarding products and services.
- Cultivated positive relationships with members through friendly interactions, enhancing overall member experience.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with other departments to resolve complex issues, ensuring tailored solutions that addressed member needs.
- Collected member feedback through surveys to identify service gaps and inform improvements in customer service.
- Collaborated with team members to improve service delivery and member satisfaction.
TEAM LEAD, CUSTOMER SERVICE
Publix Supermarkets
, FL
2021 - 2023
- Led customer service team in daily operations and task assignments.
- Resolved customer complaints effectively to ensure satisfaction and loyalty.
- Monitored team performance and provided feedback for continuous improvement.
- Trained new employees on customer service procedures and store policies.
- Implemented training programs to enhance product knowledge among staff members.
- Collaborated with management to develop staff schedules and workload distribution.
- Coordinated team meetings to discuss challenges and share best practices.
Customer Service Staff
Publix Supermarkets
, FL
2014 - 2021
- Greeted customers, answered inquiries and resolved customer complaints in a timely manner.
- Assisted customers with inquiries and product selections at grocery store.
- Handled customer complaints professionally, providing solutions to enhance satisfaction.
- Educated customers on promotions and store policies to enhance their shopping experience.
- Processed transactions efficiently at checkout registers in fast-paced environment.
- Collaborated with team members to restock shelves and manage inventory levels.
- Monitored product freshness and rotation to ensure quality standards were met.
- Trained new staff on customer service protocols and operational procedures effectively.
Skills
- Customer service
- Customer support coordination
- Conflict resolution
- Effective communication
- Problem solving
- Team leadership
- Team development
- Employee training
- Performance monitoring
- Process improvement
- Time management
- Adaptability to change
- Team collaboration
- Relationship management
- Positive and professional
Timeline
Customer Service Representative
Aetna Supplemental Health
09.2024 - Current
TEAM LEAD, CUSTOMER SERVICE
Publix Supermarkets
2021 - 2023
Customer Service Staff
Publix Supermarkets
2014 - 2021