MARYLURDES DEANDRADE
BOSTON,MA
Summary
Customer Support Specialist with over 8 years of experience in delivering exceptional service and utilizing data-driven insights for strategic decision-making. Expertise in Customer Relationship Management (CRM), Quality Assurance, and optimizing service workflows. Notable for strong analytical abilities, meticulous attention to detail, and effective communication skills, contributing to enhanced operational efficiency and elevated customer satisfaction. Proven success in managing escalated support issues while collaborating with teams to achieve both personal and business objectives.
Overview
11
11
years of professional experience
Work History
Job Service Representative
Executive Office of Labor and Workforce Development
Boston, MA
05.2021 - 10.2024
- Review and manage unemployment cases, providing accurate information to both employers and unemployed workers
- Conduct interviews with claimants to assess eligibility for unemployment benefits
- Issue timely eligibility determinations and communicate results to claimants and employers
- Address claimants' inquiries regarding application processes, procedures, and status updates
- Process initial unemployment insurance claims in an efficient and prompt manner
- Escalating claims to higher management to move the application processing time
- Uploading documents to online system for verification of claimants’ identity
- Input data and perform data-entry functions while addressing any discrepancies withthe claims
Cardiac EP Administrator
Massachusetts General Hospital
Boston, MA
09.2020 - 04.2021
- Efficiently managed patient check-in/check-out, ensuring seamless operations in the waiting area
- Delivered excellent customer service, addressing patient concerns and queries promptly
- Entered and updated patient data in EPIC, a hospital-wide system, ensuring accuracy and timeliness
- Coordinated communication between clinical staff and patients, supporting back-office operations
- Assisted with ad-hoc projects and performed data entry tasks to support the lab
Temp Member Services Representative
Tufts Health Plan
Boston, MA
09.2020 - 12.2020
- Supported customer inquiries related to health insurance, resolving issues efficiently
- Provided administrative support for member services, ensuring accurate data entry and record-keeping
Administrative Assistant
K.O Stone
Boston, MA
05.2019 - 07.2020
- Performed a variety of administrative tasks including scheduling, data entry, and client communications
- Assisted in project coordination and supported the management team with day-to-day operations
Formalwear Department Manager
Men's Wearhouse
Boston, MA
01.2014 - 03.2019
- Managed the formalwear department, overseeing customer fittings, inventory, and staff training
- Delivered exceptional customer service, achieving high levels of customer satisfaction
Education
High School Diploma -
Brighton High School
Brighton, MA06.2012
Skills
- Management
- Analytical Problem Solving
- Communication
- Time Management
- Effective Multi-Tasking
- Effective Complaint Management
- EPIC
- Microsoft Office Suite
- CRM systems
- Data Entry Proficiency
- Customer Technical Assistance
- Remote assistance
Leadership Experience
- Proficient in EPIC, Microsoft Office Suite (Word, Excel, Outlook), and various CRM systems.
- Familiar with data entry and management tools.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionPaid time offTeam Building / Company Retreats4-day work week401k matchHealthcare benefitsPaid sick leaveTimeline
Job Service Representative
Executive Office of Labor and Workforce Development
05.2021 - 10.2024
Cardiac EP Administrator
Massachusetts General Hospital
09.2020 - 04.2021
Temp Member Services Representative
Tufts Health Plan
09.2020 - 12.2020
Administrative Assistant
K.O Stone
05.2019 - 07.2020
Formalwear Department Manager
Men's Wearhouse
01.2014 - 03.2019
High School Diploma -
Brighton High School
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