MARYANN SPENCER
Apopka,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Health Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
2
2
years of post-secondary education
Work History
CUSTOMER SERVICE ANALYST
ACCREDO HEALTH GROUP
11.2023 - Current
- Handled second-level escalation calls from Accredo Resolution Team Leads, patients, and other callers.
- Worked on formal complaints by researching and contacting patients, discussing their issues, and providing follow-up to resolve their concerns.
- Assisted Senior Leadership with quickly and efficiently rectifying highly escalated issues from clients and patients.
- Promptly assisted other Resolution Team Leads with their questions while they were on live calls.
- Directed coaching sessions with Resolution Team Leads to help enhance their performance and meet goals for their current position.
- Aided fellow Customer Service Analyst with more difficult escalations by effectively determining the issues and leading them to complete the tasks necessary to solve patients' issues.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
CUSTOMER SERVICE LEAD REPRESENTATIVE
ACCREDO HEALTH GROUP
04.2022 - 11.2023
- Handled escalation calls from Accredo Patient Care Advocates, patients, and other callers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Provided follow-up to callers by effectively creating cases and researching their concerns.
- Performed duties of a backup Customer Lead Analyst by filling in whenever an Analyst was out.
- Filled in as a Customer Lead Analyst for 6 months.
- Took 2nd Level Escalation calls from Resolution Team Leads that had callers requesting to be transferred to a higher member of leadership.
- Able to work quickly and efficiently between multiple chats, answering colleagues' questions regarding escalations.
- Assisted supervisors with issues that needed additional research and special handling to resolve.
- Watched call volume to assist with lowering ASA each night.
CUSTOMER SERVICE ASSOCIATE REPRESENTATIVE
ACCREDO HEALTH GROUP
11.2020 - 04.2022
- Handled inbound/outbound calls for the contact center at the specialty pharmacy for Cigna.
- Participated in the Resolution Team Lead Apprenticeship in September 2021.
- Assisted with handling phone calls and escalations for the physician service center.
- Knowledgeable about specialty medications and prior authorizations required for patients to have a medication covered by their insurance.
- Received 100% quality call consistently throughout my tenure.
- Assisted Patient Care Advocates with procedures and policies to better assist with patients' issues and filling specialty medications.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
OPERATIONS SUPPORT SPECIALIST I
PIKE CORPORATION, INC
07.2019 - 07.2020
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Coordinated with vendors, customers, and internal departments to understand, monitor, and communicate changes to workflows.
- Ran reports from a variety of tools and systems, and reviewed data inputs/outputs for completeness and accuracy.
- Maintained fleet vehicles, coordinating and managing maintenance appointments, and tracking mileage.
- Assisted with new employee onboarding and training.
- Created monthly invoices for clients, including Duke Energy, to receive payment for employees' time worked on engineering projects.
- Created biweekly invoices for clients to get paid for time worked on projects done at group project rates.
ADMINISTRATIVE ASSISTANT
EARTHMOVERS CONSTRUCTION EQUIPMENT, LLC
10.2015 - 04.2019
- Managed and updated construction equipment inventory.
- Created sales quotes and rental documents.
- Reviewed Accounts Receivables and assisted in collections.
- Created purchase orders and receivers for invoices entered in Accounts Payables.
- Scheduled transport for equipment being delivered and returned from customers.
- Assisted the General Manager with projects, including maintaining the equipment sales book and construction equipment rental rates.
- Created and distributed equipment inventory and Accounts Receivable reports for management and corporate office.
- Handled the scheduling of office building maintenance and ordering supplies.
- Submitted information to manufacturers to receive rebates for sales and rentals of construction equipment machinery.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
EQUIPMENT ACCOUNTANT
FLAGLER CONSTRUCTION EQUIPMENT, LLC
01.2008 - 10.2015
- Responsible for billing equipment rentals and sales.
- Managed equipment inventory and tracked outgoing and incoming machines for nine branches located in Florida, New Jersey, and New York.
- Reported monthly retails and first utilization of machines to Volvo Construction Equipment to receive discounts and profit sharing for Flagler Construction Equipment and Penn Jersey Machinery.
- Assisted with lien releases by verifying customer payments and reporting to the CFO.
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
PROJECT COORDINATOR
CHEMICAL SYSTEMS OF FLORIDA
03.2015 - 10.2015
- Responsible for taking new chemical orders and accurately billing them to customers
- Manage and maintain daily orders and transport schedules for chemical orders
- Provide support in Accounts Receivable and Account Payable departments.
PURCHASING COORDINATOR
AMERICA'S FIRST HOME
08.2001 - 12.2007
- Created budgets for new home construction by utilizing estimates and collecting bids on new models.
- Reported rebates to recoup costs associated with building and materials for a new home.
- Trained and coordinated Purchasing Assistants in creating budgets, obtaining estimates, system processes, and procedures.
- Helped implemente policies to reduce cost and eliminate waste.
CUSTOMER SERVICE REPRESENTATIVE
GE CAPITAL
01.1997 - 01.2001
- Resolved customer inquiries regarding their JC Penney credit card and statements
- Trained new customer service representatives by shadowing calls and providing feedback and suggestions on improving services
- Awarded GE Capital employee of the year in 2001 by consistently exceeding quality control criteria for providing customer service.
Education
BUSINESS - CONTINUING
VALENCIA COLLEGE
05.2001 - 05.2003
DIPLOMA - undefined
APOPKA HIGH SCHOOL
Skills
- Complaint Handling
- Microsoft Office
- Problem-Solving
- Customer Service
- MS Office
- Calm and Professional Under Pressure
- Multitasking
- Problem Resolution
- Time management abilities
- Adaptability and Flexibility
- Complaint resolution
- Order Management
Timeline
CUSTOMER SERVICE ANALYST
ACCREDO HEALTH GROUP
11.2023 - Current
CUSTOMER SERVICE LEAD REPRESENTATIVE
ACCREDO HEALTH GROUP
04.2022 - 11.2023
CUSTOMER SERVICE ASSOCIATE REPRESENTATIVE
ACCREDO HEALTH GROUP
11.2020 - 04.2022
OPERATIONS SUPPORT SPECIALIST I
PIKE CORPORATION, INC
07.2019 - 07.2020
ADMINISTRATIVE ASSISTANT
EARTHMOVERS CONSTRUCTION EQUIPMENT, LLC
10.2015 - 04.2019
PROJECT COORDINATOR
CHEMICAL SYSTEMS OF FLORIDA
03.2015 - 10.2015
EQUIPMENT ACCOUNTANT
FLAGLER CONSTRUCTION EQUIPMENT, LLC
01.2008 - 10.2015
PURCHASING COORDINATOR
AMERICA'S FIRST HOME
08.2001 - 12.2007
BUSINESS - CONTINUING
VALENCIA COLLEGE
05.2001 - 05.2003
CUSTOMER SERVICE REPRESENTATIVE
GE CAPITAL
01.1997 - 01.2001
DIPLOMA - undefined
APOPKA HIGH SCHOOL
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