Marycus Murphy
Lexington
Summary
Dynamic Customer Care Representative with expertise in resolving inquiries and enhancing customer satisfaction. Managed high-volume calls, achieving a 15% increase in retention rates through effective problem resolution. Processed applications with a 98% accuracy rate, ensuring seamless service delivery. Specializes in clear communication and building rapport with clients, driving positive customer experiences.
Overview
11
11
years of professional experience
Work History
Customer Care Rep
Lexington Utilities
Lexington
02.2023 - 11.2025
- Assist customers with account setup, billing, and payment arrangements.
- Process utility connection and disconnection applications using Cayenta.
- Manage high-volume calls with professionalism and accuracy.
- Ensure customer satisfaction through effective problem resolution and clear communication.
- Facilitated smooth account setups for over 200 customers monthly.
- Resolved billing inquiries, enhancing customer retention rates by 15%.
- Processed utility applications efficiently, maintaining a 98% accuracy rate.
Eligibility Specialist III - Lead Worker
Forsyth County DSS
02.2023 - 11.2023
- Processed Family and Children's Medicaid applications with accuracy and efficiency.
- Mentored new team members on NCFAST and policy procedures.
- Managed reports, audits, and case reviews for compliance.
- Reviewed and approved Medicaid applications, ensuring accuracy and confidentiality.
- Mentored team members to enhance understanding of policies.
- Conducted audits to maintain compliance with regulations.
- Ensured confidentiality of sensitive information during application reviews.
Income Caseworker II
Davidson County DSS
09.2022 - 02.2023
- Conducted client interviews to collect medical, work history, and income data for eligibility assessment.
- Verified client information and maintained accuracy in records.
- Updated state eligibility systems to support public assistance benefits retention.
- Documented eligibility decisions and adhered to certification policies while managing an active caseload.
- Delivered comprehensive service information to clients.
- Directed clients to suitable agencies and community partners.
- Ensured compliance with state eligibility procedures.
Income Caseworker II
Forsyth County DSS
02.2021 - 09.2021
- Conducted client interviews to collect medical, work history, and income data, determining program eligibility.
- Verified client information and updated records in the state eligibility system to aid public assistance retention.
- Adhered to policies for eligibility certification while managing a caseload.
- Documented eligibility decisions accurately.
- Informed clients about service availability and referred to appropriate agencies.
- Ensured compliance with state policies during recertification processes.
- Maintained accurate records to support ongoing eligibility assessments.
Processing Assistant
Davidson County DSS
02.2019 - 09.2021
- Provided support for Medicaid transportation program, verifying passenger and transportation eligibility.
- Handled high call volumes while delivering exceptional customer service.
- Processed reimbursements and generated invoices with accuracy.
- Scheduled trips and arranged transportation for program members.
- Answered phones and managed correspondence efficiently.
- Executed filing duties to maintain organized records.
Income Caseworker II
Forsyth County DSS
09.2021 - 02.2021
- Evaluate eligibility for Family Children's Medicaid.
- Conduct client interviews to gather necessary information and explain program requirements.
- Complete initial applications and verify client-provided information.
- Uphold client confidentiality and maintain documentation in NC Fast.
- Assessed eligibility for Medicaid, contributing to improved access for families.
- Conducted thorough client interviews, ensuring accurate data collection.
- Explained program requirements clearly to enhance client understanding.
- Managed documentation processes, ensuring compliance with state regulations.
Customer Service Rep
Leggett & Platt
06.2017 - 02.2019
- Manage customer inquiries about adjustable beds, providing detailed information and guidance on functionality.
- De-escalate challenging situations, reassure clients, and deliver effective solutions.
- Execute troubleshooting protocols to resolve issues efficiently.
- Enhanced customer satisfaction through effective communication.
- Resolved client concerns by following established procedures.
- Improved product knowledge to assist users effectively.
Tax Preparer
Liberty Tax
01.2015 - 05.2017
- Engaged clients to gather information for tax preparation and requested supporting documents.
- Maintained up-to-date knowledge of tax filings and regulatory changes.
- Executed opening and closing procedures as key holder.
- Managed high volumes of tax returns during peak season.
- Performed reception duties, including scheduling appointments and answering inquiries.
- Enhanced client satisfaction through effective communication.
- Streamlined tax return processing, improving efficiency.
- Ensured compliance with changing tax regulations.
- Coordinated appointment schedules to optimise client flow.
Education
Associate of General Studies -
Pharmacy Technician Training Certificate -
Medical Office Administration - Billing Essentials Certificate -
Dental Assisting Training -
Certified Notary Public -
Microsoft Office Specialist -
Skills
- Customer Service
- Problem Resolution
- Clear Communication
- Data Entry
- Cayenta
- NCFAST
- HIPAA Compliance
- Record Keeping
Timeline
Customer Care Rep
Lexington Utilities
02.2023 - 11.2025
Eligibility Specialist III - Lead Worker
Forsyth County DSS
02.2023 - 11.2023
Income Caseworker II
Davidson County DSS
09.2022 - 02.2023
Income Caseworker II
Forsyth County DSS
09.2021 - 02.2021
Income Caseworker II
Forsyth County DSS
02.2021 - 09.2021
Processing Assistant
Davidson County DSS
02.2019 - 09.2021
Customer Service Rep
Leggett & Platt
06.2017 - 02.2019
Tax Preparer
Liberty Tax
01.2015 - 05.2017