Maudessia Patterson
Huntersville,NC
Summary
Dynamic professional with a robust background in delivering exceptional service and support within customer-focused environments. Expertise in resolving inquiries, managing accounts, and cultivating strong relationships that enhance member satisfaction. Recognized for a collaborative spirit and adaptability, consistently driving team success and achieving positive outcomes in fast-paced settings. Proficient in communication, problem-solving, and multitasking, with a proven track record of efficiently addressing member concerns and contributing to team objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Representative/ Policy Center
Cpclaims
Ballyentin, NC
08.2019 - Current
- Achieved compliance through meticulous verification of insurance policies, positively impacting agent and mortgage company relationships. Elevated client satisfaction by executing strategic policy modifications. Improved client experience by refining claims submission processes, resulting in smoother interactions.
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
- Confirmed payments, refunds, etc.
- Provided excellent technical support
- Capable of handling meticulous paperwork, and data entry tasks to maintain updated database
- Handled customer concerns with agility, showcasing strong analytical abilities while navigating challenging situations.
- Ability to perform multiple tasks according to supervisor's instructions
- Expertise in working with Microsoft Office Suite, Google Spreadsheets, and performing data-entry operations
- Ability to maintain consistently high customer satisfaction ratings to ensure profitable business for the company by exceeding monthly targets
- Excellent people skills and a good communicator
- Delivered exceptional customer service by addressing inquiries and resolving issues effectively.
- Assisted members with account management, ensuring accurate updates and prompt assistance.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining professionalism and empathy.
- Documented customer interactions in CRM system for accurate record-keeping.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Identified process inefficiencies and proposed solutions for improved workflow.
- Conducted follow-up calls to ensure resolution satisfaction and foster customer loyalty.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Facilitated training sessions for new team members, enhancing onboarding experience and knowledge transfer.
- Processed member inquiries and resolved issues efficiently.
- Educated members on services and benefits, enhancing overall satisfaction.
- Collaborated with team to streamline service delivery processes.
Prep Line Cook
First Watch
Charlotte, NC
09.2024 - 12.2025
- Organized and prepared ingredients for an extensive menu, maintaining high standards of quality and consistency throughout.
- Monitored and maintained kitchen equipment functionality, strictly adhering to established health and safety protocols.
- Analyzed and improved food preparation methods in partnership with team members to elevate service efficiency.
- Maintained cleanliness and organization of prep areas, promoting a safe working environment.
- Operated dishwasher and manually washed dishes to clean all chinaware, silverware, and cooking utensils.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Followed health, safety and sanitation guidelines while preparing and serving food.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Prepared ingredients efficiently for high-volume breakfast and lunch service.
- Maintained cleanliness and organization of prep area to ensure compliance with food safety standards.
Rock Star Grill Operator, Server, Customer Service
Waffle House
United States
03.2014 - 08.2024
- Achieved high customer satisfaction by streamlining order processing. Enhanced cash handling accuracy through effective shift cash management.
- Implemented process improvements that enhanced food preparation speed and quality.
- Monitored inventory levels, ensuring timely restocking of supplies as needed.
- Resolved customer complaints swiftly to maintain satisfaction and repeat business.
- Cleaned and maintained kitchen equipment regularly.
- Provided support to crew members, facilitating quick food preparation and delivery.
- Cooked regular menu items and seasonal offerings according to corporate standards and guidelines.
- Distributed food to team members with efficiency in high-volume environment.
- Provided support to crew members through all facets of food preparation and delivery.
- Minimized cross-contamination risks by implementing strict adherence to food safety protocols when handling raw ingredients.
- Collaborated with team members to ensure efficient service during peak hours, resulting in a positive dining experience for patrons.
- Oversaw care and maintenance of kitchen equipment.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly, demonstrating strong problem-solving skills and commitment to service excellence.
- Assisted in inventory management, ensuring adequate stock levels to meet daily operational demands.
- Trained new staff on operational procedures, fostering team cohesion and improving service quality.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Operated grill station efficiently during high-volume service periods.
- Trained new team members on grill operations and safety standards.
- Supported needs of [Number]- person wait staff who attended to specific needs of countless customers daily for [Type] restaurant with social relevancy and intentionality.
Education
Certified medical ass, phlobotomist,STNA - Health care
Ohio school of phlebotomy
Columbus, OH06-2014
High school or equivalent - General
Cardinal Mooney
United States06-1985
Skills
- Telecommunications service proficiency
- Skilled in cash handling
Experienced in customer relations
- Extensive customer service experience
- Extensive customer support experience
- Proficient in Microsoft Excel
- Effective time management
- Experienced in typing
- Skilled in Microsoft Outlook communication tools
- Proficient in Microsoft Word
- Proficient in Microsoft PowerPoint design and delivery
- Proficient in Microsoft Office
- 10 Key Calculator (10 years)
- Proficient in financial services
- Cash management expertise
- Payroll management
- Proficient in data entry
- Strong digital literacy skills
- Root cause identification
- Thorough documentation review
- Document organization expertise
- Proficient in HIPAA standards and practices
- Assessment of vital signs
- Medical records management
- Expertise in patient care
- Proficient in insurance policy validation
- Injection administration experience
- Proficient in Epic systems
- Proficient in ICD-10 classification
- Prioritization of tasks
- Hands-on experience in healthcare facilities
- Proficient in medical terminology
- Proficient in venipuncture techniques
- Proficient in technical support
- Proficient in venipuncture techniques
- Patient scheduling management
- Proficient in office management tasks
- Extensive experience in quality assurance
- Hands-on experience in laboratory settings for two years
- Proficient in computer applications
- Team management
- Personal care services
- Patient care coordination experience
- Experience with EMR implementation
- Effective leadership
- Medical receptionist
- Experienced in QuickBooks software
- Sales
- Client support
- Effective relationship management
- Transaction management
- Client assistance
- Telecommunications support expertise
- Client account management
- Financial transactions
- Customer support
Accomplishments
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Certified Medical Assistant (AAMA) April 2014 to April 2022
Timeline
Prep Line Cook
First Watch
09.2024 - 12.2025
Member Service Representative/ Policy Center
Cpclaims
08.2019 - Current
Rock Star Grill Operator, Server, Customer Service
Waffle House
03.2014 - 08.2024
High school or equivalent - General
Cardinal Mooney
Certified medical ass, phlobotomist,STNA - Health care
Ohio school of phlebotomy
Assessments
- Call center customer service — Completed September 2019
- Applying customer service skills in a call center setting.
- Full results: Completed
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.