Mary Bell
GotPhoto
Tallahassee,USA
1
Certification
10
years of professional experience
Dependable professional with a diverse background in customer service, demonstrating exceptional written and verbal communication skills along with a detail-oriented approach to problem-solving. Proven ability to enhance customer experiences through workflow optimization and a commitment to delivering high-quality service. Adept at fostering positive relationships with internal teams and external clients, ensuring satisfaction and loyalty. Dedicated to continuous improvement and excellence in every interaction.
Work History
Senior Technical Customer Care Agent
3 Years 5 Months- Works in a fast-paced startup SaaS environment supporting enterprise, scale-up, and high-touch volume photography customers.
- Manages technical escalations using structured root cause analysis to resolve complex software, platform, and account issues.
- Partners with Product and Engineering by documenting reproduction steps, technical context, customer impact, and supporting data for escalations.
- Supports enterprise and scale-up customers, including priority/white glove support, coordinating two annual business reviews with Customer Success to assess account health, platform use, individual workflow creation, technical risks, churn risk, and adoption opportunities.
- Coordinates cross-functional projects to improve support workflows, documentation, and customer experience.
- Leverages Zendesk and AI-assisted support tools to improve case management, workflow efficiency, and knowledge sharing.
- Analyzes chargeback claims and determines validity.
- Reconciles chargeback discrepancies.
- Maintains chargeback documentation and records.
- Monitors and reviews chargeback activity to identify trends and patterns.
- Builds and maintains internal documentation, troubleshooting guides, and mentors teammates on technical support best practices.
- Identifies recurring trends and advocates for operational and product improvements while consistently meeting productivity, quality, SLA, and customer satisfaction goals.
Care Guide
4 Months- Designed SOPs and training materials to support scalable care coordination in a telehealth SaaS environment.
- Conducted UAT and QA in a startup environment to validate software tools and scalable service workflows.
- Oversaw project management and care coordination efforts.
- Streamlined communication workflows through Salesforce.
Lead Patient Processing Coordinator
8 Months- Assisted patients via phone, email, chat, and text in a fast-paced startup telehealth environment across multiple CRMs.
- Managed and processed state application processes and ensured compliance documentation.
- Scheduled and confirmed appointments and patient follow-ups in a telehealth environment.
- Supported medical record reviews and physician communications.
- Processed and managed the intake process.
- Accurate and timely data entry.
Remote Customer Care Representative
4 Years 1 Month- Delivered customer service via multi-channel communication in a government-regulated industry.
- Ensured data accuracy and maintained CRM documentation.
- Handled product guidance and compliance-related inquiries.
- Recognized for strong reliability and consistent performance.
- Level 2 Background Check Passed
- Collaborated with logistics and distribution to create and plan routes.
- Cross-trained and coordinated scheduling with team members to ensure seamless service.
- Increased revenue for the organization by upselling.
Remote Customer Service Representative (Contract – Nestlé)
3 Months- Account management and retention
- Increased revenue for the organization by upselling.
- Ensured data accuracy and maintained CRM documentation.
- Executed service resolutions efficiently while maintaining brand standards.
- Managed customer inquiries and data updates using Salesforce CRM.
- Collaborated with logistics and distribution to create and plan routes.
- Cross-trained and coordinated scheduling with team members to ensure seamless service.
Dispensary Aide / Remote Customer Care
7 Months- Supported patients both onsite in a retail setting and remotely in a contact center setting.
- Mentored and trained new hires.
- Cross-trained and coordinated scheduling with team members to ensure seamless service
- Collaborated with logistics and distribution to create and plan routes
- Level 2 Background Check Passed
- Supported leadership through inventory management and procurement processes.
- Resolved complaints promptly and professionally.
Customer Service Representative
4 Months- Handled currency and credit transactions quickly and accurately.
- Verified income, assets, and employment and resolved documentation gaps between borrowers and loan officers.
- Maintained cleanliness and supported daily store operations.
- Collaborated with logistics and distribution to create and plan routes.
- Cross-trained and coordinated scheduling with team members to ensure seamless service.
- Increased revenue for the organization by upselling.
Seasonal Customer Service Representative
3 Months- Assisted customers via phone, email, and chat.
- Ensured data accuracy and maintained CRM documentation.
- Handled product guidance, upselling, and data privacy compliance-related inquiries.
- Processed digital and film orders.
Seasonal Fan Protection Services Advocate
7 Months- Analyzed chargeback claims and determined validity.
- Conducted verification calls to confirm valid charges.
- Collaborated with cross-functional teams to gather evidence and documentation for disputed transactions, enhancing the accuracy of claims.
- Reconciled chargeback discrepancies.
- Maintained chargeback documentation and records.
- Provided updates to management on chargeback status and resolution.
- Monitored and reviewed chargeback activity to identify trends and patterns.
Education
High School Diploma
Skills
Conflict resolution expertise
Multi-level customer care & technical support.
Documentation analysis and compliance
Quality control management
Sales and account management
Systematic troubleshooting skills
Employee training and onboarding
Support through phone
chat
email
and social media
Experience with multiple CRM platforms
Expertise in Microsoft Office and Google Suite
Platforms: Five9
Flourish
AirCall
EMR/EHR Systems
Technical support tools: Citrix
Jira
Acertify
Project management tools
Certification
Ordained Minister
Timeline
Care Guide
Porter Cares
10.2023 - 02.2024Read More
Senior Technical Customer Care Agent
GotPhoto
03.2023 - CurrentRead More
Lead Patient Processing Coordinator
Elevate Holistics
12.2021 - 08.2022Read More
Remote Customer Service Representative (Contract – Nestlé)
Unbridled Connect
05.2020 - 08.2020Read More
Dispensary Aide / Remote Customer Care
Grow Healthy / Anthus Capital
01.2020 - 08.2020Read More
Remote Customer Care Representative
Surterra Wellness / Parallel
11.2017 - 12.2021Read More
Customer Service Representative
Ashley Furniture Industries
07.2017 - 11.2017Read More
Seasonal Customer Service Representative
Iconic Group, Inc.
04.2017 - 07.2017Read More
Seasonal Fan Protection Services Advocate
Fanatics
07.2016 - 02.2017Read More
Orange Park High School
High School Diploma
Read More