Mary Thomas
Abbeville,SC
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
7
7
years of professional experience
Work History
Customer Support Crew
Avelo Airlines
11.2023 - 02.2024
- Implemented and enforced safety policies and procedures, confirming compliance with regulations.
- Conducted departure and arrival briefings.
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
- Used excellent customer service skills in addressing passengers' needs.
- Kept accurate records of customer support interactions using defined methods and tools.
- Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Communicated with Customers through Zendesk support.
Customer Service Representative
Kelly Services
10.2020 - 03.2021
- Provides customer service, troubleshooting, and technical support to customers by phone, chat, or email
- Receives inbound calls answering customers’ questions about products, services, and accessories, including both software and hardware
- Set up repairs and replacements
- Work directly with clients, management and staff to achieve fluidity
- Identify and correct performance issues
- Evaluated and conducted technical and functional research analysis
- Make scheduled outbound calls when necessary.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Comcast, Remote
03.2021 - 03.2023
- Provides the right experience to customers for billing, repair, retention and sales inquiries or interactions
- Troubleshoots and resolves technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer
- Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any
- Provided technical support for troubleshooting analytics and reporting
- Used data entry skills to accurately document and input statements.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Generated accounts payable reports for management review to aid in financial and business decision making.
Patient Care Technician
PCT, DaVita
04.2019 - 12.2019
- Work together with a doctor or nurse to provide patient care to people with permanent kidney failure (end-stage renal disease)
- Monitoring patients as they undergo dialysis
- Assisting with any patient questions or concerns
- Educating patients on dialysis
- Maintaining dialysis machines and equipment
- Cleaning dialysis machines and equipment
- Make pertinent phone calls to the patients and patient families about picking the patient up from treatment.
Customer Service Representative
ViaSource Solutions
03.2017 - 10.2017
- Working with Medicare insurance part A/B and D
- Answering callers questions and resolving issues
- Created Doctor Referrals so customer can schedule appointment
- Scheduled appointments for customers after approval of Medicaid equipment.
- Resolved or escalated problem tickets to resolve user issues.
- Updated claims system to track claim status and provide relevant information to other department.
- Followed up with customers on unresolved issues.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Handled inbound calls between Doctors and Patients for medical equipment
Education
Associate of Arts - undefined
Piedmont Technical College
Greenwood, SCSkills
- Data Entry,Customer Service Skills,Billing,Computer Proficiency,DataEvaluation,Medical Terminology Knowledge,Technical Support,POS Systems Expertise,Electronic Health Records,Insurance Verification,Insurance Claims, CMS, knowledge of call tracking system
Timeline
Customer Support Crew
Avelo Airlines
11.2023 - 02.2024
Customer Service Representative
Comcast, Remote
03.2021 - 03.2023
Customer Service Representative
Kelly Services
10.2020 - 03.2021
Patient Care Technician
PCT, DaVita
04.2019 - 12.2019
Customer Service Representative
ViaSource Solutions
03.2017 - 10.2017
Associate of Arts - undefined
Piedmont Technical College