Mary Love
Prince George,VA
Summary
Customer-focused customer service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns and resolve issues to ensure satisfaction. Strong problem-solving skills and the ability to think quickly in high-pressure situations Adept at using CRM software and other tools to manage customer interactions.
Overview
5
5
years of professional experience
Work History
Virtual Seasonal Benefit Specialist
AON
10.2023 - 12.2023
- Responsible for managing and administering a company's employee benefit and compensation programs, from retirement plans and health insurance to life insurance and beyond
- Counseled employees experiencing life events, guiding them through the necessary steps to update their benefit elections accordingly.
- Coordinated wellness initiatives within the organization promoting healthy lifestyles resulting in lower healthcare costs.
- Conducted annual open enrollment sessions, providing clear guidance to employees on plan changes and updates.
- Maintained accurate records of all employee benefits transactions, ensuring compliance with federal regulations.
- Ensured full compliance with government regulations such as HIPAA, FMLA, COBRA by following proper protocols.
- Streamlined benefits enrollment for new hires, resulting in a quicker onboarding experience.
Work from Home Customer Service Representative
Everise
08.2023 - 09.2023
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers.
Work From Home Customer Service Agent
Maximus
07.2020 - 07.2023
- Provided first-level end-user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone)
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate
- Provided consultative guidance to customers toward the resolution of their service issues, resulting in a 25% decrease in repeat customer inquiries
- Part A/B and DME Claim trained
Customer Service Manager
Dollar Tree
03.2020 - 07.2020
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
WFH Customer Service Agent
Concentrix
03.2019 - 04.2019
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Results Companies(HULU)
08.2018 - 12.2018
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Arts - Liberal Arts
Southern New Hampshire University
Manchester, NH11.2023
High School Diploma -
Hopewell High School
Hopewell, VA06.2010
Skills
- Typing 45 wpm
- Personal computer maintenance
- Home network management
- Compliance scorecards
- Fraud detection and prevention
- Online chat
- Call center operations
- Customer experience management
- Customer retention
- Order fulfillment
- Professional telephone Demeanor
- POS systems expert
- Complaint resolution
- Multi-line phone talent
- CRM
- Switched telephone operations
- Oral communications
- Open Enrollment
- Work-Life Balance
- Employee Relations
- Benefits Administration
- HIPAA Compliance
Communication Skills
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
Timeline
Virtual Seasonal Benefit Specialist
AON
10.2023 - 12.2023
Work from Home Customer Service Representative
Everise
08.2023 - 09.2023
Work From Home Customer Service Agent
Maximus
07.2020 - 07.2023
Customer Service Manager
Dollar Tree
03.2020 - 07.2020
WFH Customer Service Agent
Concentrix
03.2019 - 04.2019
Customer Service Representative
Results Companies(HULU)
08.2018 - 12.2018
Associate of Arts - Liberal Arts
Southern New Hampshire University
High School Diploma -
Hopewell High School
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