Mary Lolani
West Valley,UT
Summary
Dedicated customer service professional with 17 years of experience in providing exceptional client support, sales, and problem resolution. Strong background in handling customer inquiries, processing transactions, and resolving issues efficiently. Adept at working in fast-paced environments, collaborating with teams, and utilizing various customer service platforms. Recognized for consistently exceeding sales and performance goals.
Overview
18
18
years of professional experience
Work History
Sorter-Seasonal Warehouse Position
Alan Ritchey
11.2021 - 12.2024
- Sorted and processed mail packages for accurate and timely delivery.
- Ensured correct placement of packages using scanning systems and conveyer belts.
- Operated pallet jacks and managed inventory flow on the dock.
Customer Service Analyst
Optum
08.2019 - 01.2023
- Processed rejected prescription claims and provided resolutions to customers and pharmacies.
- Assisted patients with prior authorizations and insurance claim updates.
- Maintained a high level of accuracy and compliance with insurance policies.
Credit & Collection Agent
Comcast Xfinity
03.2015 - 11.2018
- Managed outbound communication with customers regarding account payments and billing.
- Researched, audited, and verified accurate payment transactions.
- Assisted customers with account inquiries and provided solutions for overdue balances.
Enrollment Specialist
Ehealth Insurance
10.2014 - 03.2015
- Assisted members with insurance enrollment, eligibility verification, and issue resolution.
- Coordinated with Medicare and insurance providers for status updates and approvals.
Online Customer Service Representative
Wells Fargo
12.2009 - 06.2013
- Provided support for online banking services, troubleshooting account issues.
- Identified customer financial needs and recommended suitable banking products.
Workforce Management Coordinator
Adecco
01.2009 - 05.2009
- Managed employee schedules, new hire onboarding, and workforce planning.
- Assisted employees with time-off requests and shift adjustments.
Customer Service Representative
Rx America
05.2007 - 06.2008
- Provided prescription support for members and healthcare providers.
- Recommended alternative medications based on insurance coverage and cost
Credit Application Specialist
American Express, AMEX
10.2006 - 04.2007
- Conducted outbound calls to applicants for additional information on pending applications.
- Upsold complementary financial products to enhance customer benefits.
Education
Associate of Arts - Liberal Arts
American Samoa Community College
Pago Pago , American Samoa05.2006
High School Diploma -
Samoana High School
Pago Pago, American Samoa05.2005
Skills
- Customer Relations & Conflict Resolution
- Sales & Upselling Techniques
- Call Center & Online Customer Support
- Multi-Tasking in High-Pressure Environments
- Proficient in CIV, Hogan, CSA, CCM, Portal, BOSE & Cisco
- Payment Processing & Account Management
- Strong Communication & Interpersonal Skills
Timeline
Sorter-Seasonal Warehouse Position
Alan Ritchey
11.2021 - 12.2024
Customer Service Analyst
Optum
08.2019 - 01.2023
Credit & Collection Agent
Comcast Xfinity
03.2015 - 11.2018
Enrollment Specialist
Ehealth Insurance
10.2014 - 03.2015
Online Customer Service Representative
Wells Fargo
12.2009 - 06.2013
Workforce Management Coordinator
Adecco
01.2009 - 05.2009
Customer Service Representative
Rx America
05.2007 - 06.2008
Credit Application Specialist
American Express, AMEX
10.2006 - 04.2007
Associate of Arts - Liberal Arts
American Samoa Community College
High School Diploma -
Samoana High School
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