Mary-L Cooley
Denver,CO
Summary
Adaptable professional with over 7 plus years experience in remote and hybrid roles, related to customer service, data analysis, healthcare, and retail services. Skilled in HIPAA compliance, medical terminology, conflict resolution, and customer satisfaction. As well as time management supervised or not. I leverage strong communication and problem-solving abilities to enhance customer satisfaction, operational efficiency, and team collaboration. Detail-oriented, with excellent organizational skills. Able to navigate computer systems and excellent with CRM tools (customer relationship management).
Overview
8
8
years of professional experience
Work History
Personal Shopper
Instacart Shoppers
Colorado Springs, CO
03.2017 - Current
- Shop, comunimicate,and deliver excellent-and accurate fulfillment of online orders
- Have 4.5 customer rating
- Demonstrate strong attention to detail by verifying product quality and ensuring adherence to customers’ specific requests and dietary restrictions
- Maintain clear and effective communication with customers, promptly addressing concerns to enhance overall service experience
- Employ time-management and problem-solving skills to manage unforeseen challenges such as product unavailability or last-minute changes in order details
Medical Agent, Remote
Connect for Health Colorado
Colorado Springs, CO
08.2021 - 11.2023
- Provided expert guidance and support to individuals and families navigating healthcare plan options, ensuring informed decisions aligned with their medical and financial needs
- Assisted clients in understanding complex insurance policies and enrollment procedures, resulting in a streamlined application process and increased customer satisfaction
- Collaborated with healthcare providers and insurance partners to resolve issues, ensuring timely access to necessary services and benefits
- Maintained accurate and confidential client records while adhering to HIPAA regulations and organizational protocols
- Actively participated in training and development sessions, staying updated on evolving healthcare regulations and industry best practices to deliver high-quality service
Captioning Agent
CaptionCall
Colorado Springs, CO
02.2019 - 01.2021
- Transcribe live audio content into accurate, real-time captions for a diverse range of clients, ensuring high-quality accessibility standards
- Demonstrate exceptional listening and typing skills to provide clear, concise captions with minimal latency, meeting strict industry accuracy benchmarks
- Utilize specialized captioning software and adhere to formatting guidelines to produce transcripts that support compliance with FCC and ADA regulations
- Collaborate with team members to troubleshoot technical challenges, ensuring seamless communication and uninterrupted service delivery
- Maintain confidentiality and handle sensitive information with discretion, ensuring the privacy of all client communications
Survey Research Interviewer
Luce Research
Colorado Springs, CO
05.2019 - 06.2020
- Conducted structured telephone and online surveys to gather valuable data from diverse populations, consistently achieving or surpassing response rate targets
- Built rapport with respondents, ensuring clarity in survey questions and collecting comprehensive, accurate data for market research and policy analysis
- Utilized data management systems to record and verify responses, maintaining strict adherence to confidentiality protocols and data integrity
- Collaborated with research teams to refine survey instruments and improve data collection strategies based on feedback and preliminary findings
- Analyzed trends and identified potential biases, contributing insights that supported the development of targeted strategies and informed decision-making
Education
High School Diploma -
Sand Creek High School
7005 N Carefree Circle Colo Spgs CO 8092205-2002
Skills
- Time Management
- Excellent customer service skills
- Detail oriented
- Proficient in Microsoft Suite
- Strong problem-solver
- CRM Tools (ei slack, google suite s, zoom, etc)
Timeline
Medical Agent, Remote
Connect for Health Colorado
08.2021 - 11.2023
Survey Research Interviewer
Luce Research
05.2019 - 06.2020
Captioning Agent
CaptionCall
02.2019 - 01.2021
Personal Shopper
Instacart Shoppers
03.2017 - Current
High School Diploma -
Sand Creek High School