MAUREEN MACK
Remote Customer Service Rep
Castalian Springs,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer relations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Skilled at managing diverse needs in challenging, fast-paced environments. Proficient in record keeping and accurate transactions. Excellent phone etiquette and listening skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Invoice Clerk
Mack's Plumbing & Repair Specialist
03.2014 - Current
- Prepare invoices in QuickBooks upload to client thru Service Channel.
- Maintains account accuracy by reviewing and reconciling company transactions monthly.
- Gather's important tax-related information, including taxable income, deductibles and allowance information.
- Accurately documents all cash, credit, fixed assets, accrued expenses and line of credit transactions.
- Use data entry skills to accurately document and input statements.
Service Desk Analyst
HCTec
02.2022 - 10.2023
- Manage over 50 calls daily from home office with high-speed internet.
- Gather patient information and determine issue by active listening and asking probing questions.
- Accurately process and record call transactions using dual monitor computer and designated ticketing software.
- Assist patients in filling out pre-check-in paperwork electronically.
- Ensure patients receive prompt, accurate and courteous service.
- Respond to patient inquiries and provide technical assistance with patient portal navigation.
Customer Service Representative
ANTHEM Health Services
09.2021 - 12.2021
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Analyzed problems and provided solutions.
- Thoroughly documented inquiry outcomes for accurate tracking and analysis.
- Developed and maintained positive customer relations and coordinates with various functions within company to ensure customer requests and questions are handled appropriately and in timely manner.
- Used computerized systems for tracking, information gathering and troubleshooting.
- Answered constant flow of customer calls with minimal wait times.
Service Desk Analyst
HCTec
03.2021 - 07.2021
- Addressed patients customer service concerns and decided when to escalate problems to specialist team members.
- Documented all transactions and support interactions in Five9 phone system for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted patients with portal registration, navigation and password reset issues using Epic.
- Entered service tickets into Citrix incident tracking system to facilitate faster problem identification and resolution.
Bar Manager
Fat Tony's
07.2019 - 09.2020
- Strategized plans to increase bar revenue by 30% through innovative promotional concepts, specialty drinks and customer-focused events.
- Handled money, balanced cash register, processed credit card payment batches.
- Programmed and installed new POS system.
- Scheduled employees according to business needs.
Bartender/Server
Topper's
09.2018 - 10.2019
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Greeted and maintained relationships with regular customers.
- Hosted cooking and dining experience for 40 cruise ship passengers weekly.
Bartender
Franklin Marriott Cool Springs
06.2016 - 12.2017
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Stayed up to date on state laws regarding alcoholic beverage services and maintained 100% compliance for inspections.
- Bartend in main lounge, V.I.P lounge, and banquets.
Lead Bartender
Intercontinental Hotels Group
09.1994 - 03.2014
- Balanced cash receipts.
- Increased sales by 10% through upselling.
- Planed, organized, and controlled operations of cocktail lounge or bar.
- Conducted annual performance reviews.
Education
Certificate - Web Design
New Horizons Computer Learning Center
Nashville, TNHigh School Diploma -
Madison High School
Madison, TNSkills
- Computer Skills
- Customer Service
- Clear Written and Oral Communication
- Superior attention to detail and accuracy
- Invoice Preparation and Processing
- Excellent Multi-tasking Ability
- Organizational Skills
- Efficient Data Entry
- HIPAA Compliance
- Teamwork and Collaboration
- Active Listening
- Dependable and Responsible
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Desk Analyst
HCTec
02.2022 - 10.2023
Customer Service Representative
ANTHEM Health Services
09.2021 - 12.2021
Service Desk Analyst
HCTec
03.2021 - 07.2021
Bar Manager
Fat Tony's
07.2019 - 09.2020
Bartender/Server
Topper's
09.2018 - 10.2019
Bartender
Franklin Marriott Cool Springs
06.2016 - 12.2017
Invoice Clerk
Mack's Plumbing & Repair Specialist
03.2014 - Current
Lead Bartender
Intercontinental Hotels Group
09.1994 - 03.2014
Certificate - Web Design
New Horizons Computer Learning Center
High School Diploma -
Madison High School
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