Mary Hils
Fort Gaines,GA
Summary
Dedicated customer service representative with extensive industry experience. Proven ability to establish rapport with clients and maintain high levels of customer satisfaction. Strong team player with a positive attitude, focused on contributing to overall company success. Results-oriented professional with a passion for building relationships and fostering partnerships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Imagenet LLC
Tampa, Florida
09.2025 - Current
- Resolved complex billing issues and customer complaints to enhance satisfaction and retention.
- Responded promptly to customer inquiries about coverage options and claims status to facilitate informed decision-making.
- Assisted customers with Medicare plan inquiries and benefits explanations.
- Provided empathetic support to customers navigating healthcare options and decisions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Maintained accurate records of customer interactions to ensure seamless follow-up and service continuity.
- Collaborated with various departments within the organization to resolve customer issues quickly and efficiently.
- Provided technical assistance by troubleshooting problems with online accounts or applications.
- Responded to member questions regarding plan benefits and provisions.
Customer Service Representative
LegalZoom
Austin, TX
12.2023 - 10.2024
- Resolved customer inquiries using effective communication and problem-solving skills.
- Manage customer interactions by guiding them through the creation of Estate Planning documents, including Last Will and Testament, Living Trusts, Power of Attorney, and Living Will, ensuring accuracy and compliance.
- Consistently meet quality assurance, productivity, sales, and customer satisfaction metrics, enhancing the customer experience and facilitating attorney consultations as needed.
- Provide expertise in Intellectual Property Registration processes, assisting customers with technical issues and document preparation for Copyright, Trademark, and Patents.
Customer Service Representative II
Firstsource Health Plans
Louisville, Kentucky
09.2021 - 12.2023
- Surpassed performance expectations in technical quality, relationship building, and survey metrics while effectively handling escalations and complex processing tasks.
- Resolved complex claim and authorization issues, enhancing provider relations through effective communication and problem-solving.
- Managed inbound provider inquiries, ensuring accurate eligibility verification, benefit quotations, and efficient authorization routing for BCBS of Michigan contract.
Customer Service Representative
VXI Global Solutions
Canton, Ohio
03.2021 - 09.2021
- Resolved complex billing inquiries, achieving high levels of customer satisfaction through efficient issue resolution.
- Managed high-volume inbound calls, facilitating utility customer enrollments, renewals, cancellations, and plan changes, enhancing overall customer experience.
- Surpassed performance benchmarks in technical quality and relationship building, positively impacting customer survey metrics.
Admin/Hr Assistant
Fort Gaines Health & Rehab
Fort Gaines, Georgia
06.2019 - 12.2020
- Processed new hire paperwork and maintained employee records to ensure compliance with timekeeping standards.
- Managed payroll operations using Paychex software, ensuring timely and accurate employee compensation.
- Oversaw accounts payable processes with AvidXchange, ensuring precision in financial transactions.
Education
Some College (No Degree) - Criminal Justice
Tallahassee Community College
Tallahassee, FLSkills
- Customer service and support
- Client interaction and engagement
- Claims processing expertise
- Medicare knowledge and compliance
- Zendesk proficiency
- Live chat support skills
- CRM management
- Accounts and records management
- Excel and QuickBooks proficiency
- Technical troubleshooting abilities
- Creative problem-solving techniques
- Detail-oriented approach
- Microsoft Word expertise
Timeline
Customer Service Representative
Imagenet LLC
09.2025 - Current
Customer Service Representative
LegalZoom
12.2023 - 10.2024
Customer Service Representative II
Firstsource Health Plans
09.2021 - 12.2023
Customer Service Representative
VXI Global Solutions
03.2021 - 09.2021
Admin/Hr Assistant
Fort Gaines Health & Rehab
06.2019 - 12.2020
Some College (No Degree) - Criminal Justice
Tallahassee Community College