MAUREEN HENDERSON
Customer Service Representative
Newport News,VA
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
ABC Legal
08.2022 - 01.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Updated account information to maintain customer records.
- Increased efficiency and team productivity by promoting operational best practices.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative II
WPS Health Solutions
06.2022 - 08.2022
- Responded to telephone, and written inquiries regarding the status of claims, benefits, coordination of benefits, third-party liability, and eligibility of insurance.
- Responded to inquiries related to pharmacy coverage and update approved authorizations.
- Educate members and providers regarding health plan policies and procedures.
- Provided support on benefits, claims, pre-authorization, and provider verifications.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Worked closely with physicians relating to authorizations and insurance claim issues.
Team Lead
F.H. Cann And Associates, Inc
05.2020 - 06.2022
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Mentored team members to promote productivity and commitment to friendly service.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
Paralegal Certification: Paralegal Studies - Paralegal Studies
05.2024
This course is designed to provide a comprehensive knowledge of the American judicial system. It teaches practical skills including how to assist trial attorneys, interview witnesses, investigate complex fact patterns, research the law, and prepare cases for courtroom litigation.
- Dean's List 1&2 Semesters of 2023
- 4.0 G.P.A
Bachelor of Science - Business Administration And Management
05.2010
- Dean's List 2007-2010, all semesters.
- Professional Development: Women's Business Seminar and Summer Internship (2010) at Wegler & Phelleps, LLC.
- Relevant Coursework: Business Administration.
- 3.8 G.P.A.
Skills
- CRM Software, Knowledge Database & Research
- Workflow Optimization
- Motivational Leadership
- Ability to multi-task and Prioritize
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Legal Knowledge & Documents
- Customer Relations
- Performance Management
- 80 WPM
- Courteous with Strong Service Mindset
- Proficient communication skills
- Quality Assurance
- De-Escalation & Conflict Management
Accomplishments
- Supervised team of 35 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist - ABC Legal
08.2022 - 01.2023
Customer Service Representative II - WPS Health Solutions
06.2022 - 08.2022
Team Lead - F.H. Cann And Associates, Inc
05.2020 - 06.2022
U.S. Career Institute - Paralegal Certification: Paralegal Studies, Paralegal Studies
California State University - Bachelor of Science, Business Administration And Management
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