Mayra Kariem
Phoenix,AZ
Summary
Secure a career that will allow me to put my excellent communication and organizational talents, customer service expertise, case manager experience, and ability to work effectively with others to good use. In addition, I want to exhibit my leadership and organizational skills, as well as use my problem-solving ability to help customers find answers in a career-based setting.
Overview
14
14
years of professional experience
Work History
Insurance Analyst
State of Arizona- DIFI
Phoenix, AZ
07.2024 - Current
- Drafting consent orders.
- Filing notices of hearings.
- Email correspondence with respondents, their attorneys, and other departments.
- Conducting investigations regarding complaints about insurance license producers.
- Ensuring payments have been received for civil monetary penalties.
- Collaborating closely with the Director and Chief Director.
- Coordinating with various departments, including the Office of the Attorney General, Licensing Department, and Fraud Unit.
Case Manager II
State of Arizona- Department of Economic Security
Phoenix, AZ
04.2023 - 07.2024
- Communicate with support coordinators to assist families in acquiring necessary documentation, documenting progress comprehensively, and providing information on accessible resources.
- Review members' files for redetermination of continued eligibility with the intent to approve or deny DDD services.
- Maintain a high level of confidentiality when dealing with sensitive information related to members' cases.
- Advise members and staff of the deadline, time frames, and actions required to qualify for continued eligibility.
- Stay current with changes in rules, laws, and procedures to maintain timeliness and accuracy.
Customer Service Representative
City of Phoenix- Water/Utilities Department (Call Center)
Phoenix, AZ
12.2021 - 03.2023
- Researched general customer billings questions and facilitated transfer of calls to the automated system for payment processing
- Received and addressed customer complaints while gathering relevant information and offering necessary explanations.
- Prepared service orders for field personnel, including account transfers, meter re-readings, customer requests/complaints, termination notices, and other related services.
Program Services Evaluator III-DERS Unemployment Tax
State of Arizona- Dept. of Economic Security
Phoenix, AZ
05.2015 - 12.2021
- Analyzed applications received from the employer, their representative, or the Department of Revenue.
- Conducted thorough investigations to gather all pertinent information for making fair and appealable judgments on tax liability, including successorship as per UI regulations.
- Provided assistance to employers regarding employment definitions, wages, and tax liabilities.
- Explained law and regulations, performed research on employer files, identified problems and took corrective action.
- Evaluated employer or representative submissions for determining liability pertaining to successorship, employment, or wages.
- Ensured accuracy of legal entity information by correcting and updating addresses, phone numbers, and email addresses.
Program Services Evaluator III-DBME Division of Benefits and Medical Eligibility
State of Arizona- Dept. of Economic Security
Phoenix, AZ
05.2015 - 12.2021
- Managed the entire eligibility determination process.
- Provided clients with information on program guidelines, process, and state regulations.
- Conducted third party verifications.
- Conducted thorough investigations of client complaints, resulting in prompt resolution.
- Communicate effectively with clients.
Attendance Clerk
Alhambra School District- Westwood Primary
Phoenix, AZ
08.2013 - 05.2015
- Managed inbound and outbound telephone communication, including call reception, message taking, and call routing.
- Managed the recording of student attendance by diligently inputting information into a computer system every day.
- Responded to inquiries regarding attendance rules and absences from students, teachers, and parents.
- Submitted required daily, weekly, monthly, and year-end reports.
- Admitted late students, while keeping accurate records of their tardiness.
- Managed all communication between school nurse and parents regarding doctor's appointments, overseeing the student sign-out process, and diligently maintaining records of student absences.
Customer Service Representative
Vangent-General Dynamics
Phoenix, AZ
08.2010 - 10.2011
- Delivered exceptional customer support.
- Demonstrated exceptional customer service skills by providing courteous and professional responses to telephone inquiries.
Skills
- Case Management
- Records Management
- Adaptive team player
- Positive Attitude
- Conflict Resolution
- Documentation proficiency
- Critical Thinking
- Active Listening
- Community Resources
- Email and Telephone Etiquette
- Organization and Multitasking
- Decision-Making
- Customer Service
- Microsoft Office expertise
- Complaint Handling
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Insurance Analyst
State of Arizona- DIFI
07.2024 - Current
Case Manager II
State of Arizona- Department of Economic Security
04.2023 - 07.2024
Customer Service Representative
City of Phoenix- Water/Utilities Department (Call Center)
12.2021 - 03.2023
Program Services Evaluator III-DERS Unemployment Tax
State of Arizona- Dept. of Economic Security
05.2015 - 12.2021
Program Services Evaluator III-DBME Division of Benefits and Medical Eligibility
State of Arizona- Dept. of Economic Security
05.2015 - 12.2021
Attendance Clerk
Alhambra School District- Westwood Primary
08.2013 - 05.2015
Customer Service Representative
Vangent-General Dynamics
08.2010 - 10.2011
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