Mary Buenaventura
Manorville
Summary
With a robust background as a Chat Support Specialist, Quality Control Analyst, and CX Specialist, this candidate brings over 10 years of experience in enhancing customer satisfaction and improving product quality. I possess a unique blend of technical skills, including proficiency in SalesForce, QuickBooks, and Microsoft Office Suite, alongside strong capabilities in de-escalation and conflict resolution. Passionate about leveraging my extensive expertise and diverse skill set, which also includes healthcare - to drive results. I am eager to contribute to dynamic teams where my innovative approaches and commitment to excellence can shine.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Nursing Assistant
Wellbridge
Calverton
12.2025 - Current
- Assists patients with daily living activities and personal care.
- Monitors vital signs and reports changes to nursing staff promptly.
- Maintains cleanliness and organization of patient rooms and common areas.
Quality Control Analyst
Maximus
08.2023 - 03.2024
- Managed quality control processes, insuring adherence to regulatory standards
- Implemented innovative testing methods, improving product reliability by 20%
- Leveraged analytical skills to identify and rectify process inefficiencies
- Resolved complex quality issues resulting in a 15% reduction in product defects
- Impact: Improved overall product quality, boosting customer satisfaction by 30%
Chat Support Specialist
Thirty Madison
03.2023 - 03.2024
- Spearheaded issue resolution, ensuring customer satisfaction and swift problem-solving
- Streamlined escalation processes
- Liaison with specialists to provide effective customer support
- Exceeded performance targets and consistently achieved one-contact resolutions
- Collaborated with team members, providing backup support for complex customer issues
- Delivered high-quality customer service through web-based chat and email, proving proficiency in multi-system navigation
- Enhanced customer satisfaction by swiftly resolving issues and boosted one-contact resolution rates.
CX Specialist
Lemonade
03.2022 - 05.2023
- Analyzed customer data to enhance service delivery and client satisfaction.
- Collaborated with teams to streamline operational processes and improve efficiency.
- Facilitated problem-solving sessions to address client issues effectively.
- Managed communication between departments to ensure project alignment.
- Coordinated with other departments to ensure efficient workflow processes.
Senior Support Agent
Sezzle
07.2021 - 01.2022
- Assisted customers with inquiries and issues regarding payment processing.
- Resolved technical problems related to account access and transactions.
- Collaborated with team members to streamline support workflows and procedures.
- Documented customer interactions in the support management system efficiently.
- Analyzed customer feedback to identify common issues and suggest improvements.
- Maintained up-to-date knowledge of Sezzle's policies and industry trends for better service.
- Followed up with customers after resolution of their inquiry to ensure satisfaction.
HR Assistant
Island Advantage Realty
Hauppauge
11.2018 - 04.2021
- Managed employee onboarding procedures to ensure a smooth transition for new hires.
- Assisted in maintaining employee records using HR management software and databases.
- Supported payroll processing by verifying timesheets and employee information.
- Responded to employee inquiries regarding policies, benefits, and workplace issues.
- Coordinated recruitment processes to attract qualified candidates for various positions.
Contact Representative
Internal Revenue Service
Holtsville
10.2017 - 09.2019
- Assisted taxpayers with inquiries and resolved account issues efficiently.
- Guided individuals through tax filing processes and requirements effectively.
- Managed correspondence and documentation for customer interactions systematically.
- Educated clients on tax regulations and compliance measures clearly.
- Reviewed taxpayer information for accuracy and completeness diligently.
- Utilized IRS systems for tracking case statuses and updating records promptly.
- Addressed escalated concerns with empathy and professionalism throughout interactions.
Customer Service Manager / Bookkeeper
Best Market
New York
10.2014 - 11.2017
- Managed daily customer service operations and ensured team alignment with company policies.
- Trained and mentored staff to enhance service quality and team efficiency.
- Resolved complex customer issues by implementing effective problem-solving strategies.
- Oversaw scheduling and staffing to maintain optimal service levels during peak hours.
- Analyzed customer service metrics to identify trends and areas for enhancement.
- Fostered a positive team environment through regular communication and support initiatives.
Medical Biller and Coder
All Pro Medical Supplies
Patchogue
08.2016 - 10.2017
- Processed medical claims using industry-standard software for accuracy and compliance.
- Reviewed patient records to ensure proper coding and documentation standards.
- Communicated with healthcare providers to clarify billing information and resolve discrepancies.
- Maintained up-to-date knowledge of coding guidelines and insurance regulations.
- Collaborated with team members to optimize billing workflows and efficiency.
Education
Bachelor Of Arts - Forensic Psychology
Capella University
Skills
- ADP
- Time Management
- Attention to Detail
- MS Office Suite
- De escalation
Certification
- HCP BLS - CPR
- AED
- First Aid
- EKG Certification
- CNA Certification
Languages
English
Timeline
Nursing Assistant
Wellbridge
12.2025 - Current
Quality Control Analyst
Maximus
08.2023 - 03.2024
Chat Support Specialist
Thirty Madison
03.2023 - 03.2024
CX Specialist
Lemonade
03.2022 - 05.2023
Senior Support Agent
Sezzle
07.2021 - 01.2022
HR Assistant
Island Advantage Realty
11.2018 - 04.2021
Contact Representative
Internal Revenue Service
10.2017 - 09.2019
Medical Biller and Coder
All Pro Medical Supplies
08.2016 - 10.2017
Customer Service Manager / Bookkeeper
Best Market
10.2014 - 11.2017
Bachelor Of Arts - Forensic Psychology
Capella University