Maryann Martin
Mesa,AZ
Summary
OBJECTIVES Dedicated to providing outstanding customer service. Strong work ethic and dedication to getting the job done professionally and efficiently. Able to work collaboratively with others, gather information, solicit feedback and implement the appropriate course of action to ensure the best outcome. Able to work in a stressful environment with courtesy and professionalism.
Overview
8
8
years of professional experience
Work History
Sales Lead/Customer Service, Customer Service
Sothern Federal Power LLC
02.2019 - Current
- Answer incoming phone calls from potential customers and brokers looking for new electricity rates in Texas
- I go over current rate plans in great detail to find a potential match
- I get customer enrolled into the rate plan they selected and go over company policies and producers
- Make sure they have all the information to get registered online, account # user name etc
- Go over payment options and take payment over the phone for current customers
- Verify all customers information before I process there payment and give them confirmation
- I attend weekly team and leadership meetings
- We go over any new policies and producers to have the most updated information
- Give feedback on recent calls to see if there are ways for us to improve the quality of care given to our customers
- I run weekly reports and review employee’s customer calls and give feedback on ways they can improve on sales
- Call Center/at home chat
Customer Service
Ancora/ Delta Education
12.2016 - 01.2019
- Answer incoming phone calls from customers, new students, current students, former students and potentially new students, identify the type of assistance needed and direct the call appropriately
- Reviewing and researching students concerns or complaints about the campuses
- Ask appropriate questions and listen actively to identify specific questions or issues while completing all required updates and documentation in multiple computer systems
- Research issues by navigating across multiple databases and working with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Scheduling appointments for potential students to come to the campus for a tour, while meeting required daily goals of 40 appointment scheduled per day
- Assist students in navigating Parchment.com as well as various campus websites while offering encouragement and reassurance
- While working at home chat I had the opportunity to work with students online
- I provide them written information regarding ways to contact campuses, tech support, financial aid etc..
- I also provide links to information regarding the various programs and degrees that are offered.
United Health Care Chandler Arizona
09.2015 - 12.2016
- Agency
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e
- Benefit and eligibility, billing and payments, financial spending accounts, prescription benefits, authorizations for treatment and explanation of benefits)
- Reviewing and researching incoming healthcare claims from members and providers and ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g
- Claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
- Ask appropriate questions and listen actively to identify specific questions or issues while completing all required updates and documentation in multiple computer systems
- Research issues by navigating across multiple databases and working with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
Education
Avalon School of Cosmetology
Mesa, Arizonaundefined
Mundus Inc
Phoenix, Arizonaundefined
Miami High School
Globe, ArizonaSkills
- Status updates
- Order management
- [Product or Service] support
- Telephone etiquette
- Interpersonal communications
- Coaching and mentoring
- Customer Relations
Timeline
Sales Lead/Customer Service, Customer Service
Sothern Federal Power LLC
02.2019 - Current
Customer Service
Ancora/ Delta Education
12.2016 - 01.2019
United Health Care Chandler Arizona
09.2015 - 12.2016
Avalon School of Cosmetology
undefined
Mundus Inc
undefined
Miami High School
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