Mercedes Leazer
Reisterstown
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE ADVOCATE
Carefirst Administrators
08.2022 - 11.2025
- Maintained detailed records of customer interactions for future reference and follow up actions.
- Demonstrated strong communication skills while interacting with customers via phone, email, chat or in-person.
- Utilized problem-solving techniques to identify root cause of customer complaints and develop effective solutions.
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Performed detailed audits of denied claims for compliance with contractual terms and applicable laws.
- Participated in regular meetings with team members to discuss improvements or changes needed in the department's workflow.
- Developed and implemented efficient processes for reviewing, researching, and adjudicating health insurance claims.
- Communicated effectively with providers, patients, and internal staff via phone or email.
MEDICAL SECRETARY
Fidel Integrated Medical Solutions
09.2019 - 08.2021
- Provided administrative support to physicians, nurses, and other healthcare professionals.
- Managed patient information and medical records accurately and efficiently, utilizing electronic health record systems.
- Answered incoming calls in a professional manner, answered inquiries from patients and directed calls appropriately.
- Ensured compliance with HIPAA regulations regarding the release of confidential information.
- Assessed insurance policy terms to determine patient coverage and limitations.
- Utilized exceptional customer service skills to effectively communicate with insurance companies, providers, and patients regarding benefit information.
- Reviewed patient deductibles and copays and entered into billing system.
- Verified insurance coverage and eligibility prior to appointments and procedures.
ADMINISTRATIVE ASSISTANT
Ccbc
07.2019 - 08.2020
- Maintained files and filing, keeping sensitive information confidential.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Maintained database of client contact information with accuracy and attention to detail.
- Served as primary point of contact for facilitating operational and administrative inquiries.
- Established professional and collaborative working relationships with company associates and external parties.
- Facilitated communication between different departments within the organization.
- Resolved issues, escalating major conflicts and concerns to appropriate personnel.
FIRST LINE SUPERVISOR
Wawa
01.2017 - 11.2019
- Collaborated with cross-functional teams to identify areas of improvement within the organization.
- Coordinated daily workflow, delegating tasks to ensure efficient operations.
- Managed staff performance and development, ensuring team goals were met in a timely manner.
- Trained new employees on company policies, procedures and work ethics.
- Maintained a high level of customer service by addressing patron complaints promptly and professionally.
FIRST LINE SUPERVISOR
Wendy's
10.2014 - 02.2016
- Provided leadership to staff by setting expectations, delegating tasks, providing feedback and resolving conflicts.
- Performed daily store opening and closing duties including cash handling and reconciliations.
- Ensured the highest level of customer service was maintained at all times by addressing customer complaints promptly.
- Implemented successful strategies to increase store sales and profitability.
- Motivated staff members by recognizing achievements both publicly and privately.
- Scheduled staff shifts based on customer demand patterns in order to optimize efficiency.
Education
HIGH SCHOOL DIPLOMA - undefined
Catonsville high school
Catonsville, MARYLAND06.2015
Skills
- Coordinated various administrative tasks, ensuring effective communication and organization within the team
- Achieved high customer satisfaction ratings by effectively managing call center operations Enhanced team productivity through targeted training and support initiatives Improved operational efficiency by identifying and addressing workflow bottlenecks
- Executed tasks using a range of computer technologies, ensuring accuracy and timely completion of projects
- Achieved high product quality through rigorous testing and validation processes Drove improvements in quality assurance protocols, resulting in enhanced customer satisfaction Delivered consistent results by fostering a culture of quality across teams
- Executed call center operations, providing timely support and solutions to enhance customer experience
- Managed data entry processes, maintaining high standards of accuracy and attention to detail
- Executed complex tasks using Microsoft Office tools, ensuring high-quality deliverables and effective communication
- Achieved streamlined appointment setting that improved client satisfaction Enhanced team productivity by implementing effective scheduling practices Fostered strong relationships with clients through proactive communication and timely follow-ups
Timeline
CUSTOMER SERVICE ADVOCATE
Carefirst Administrators
08.2022 - 11.2025
MEDICAL SECRETARY
Fidel Integrated Medical Solutions
09.2019 - 08.2021
ADMINISTRATIVE ASSISTANT
Ccbc
07.2019 - 08.2020
FIRST LINE SUPERVISOR
Wawa
01.2017 - 11.2019
FIRST LINE SUPERVISOR
Wendy's
10.2014 - 02.2016
HIGH SCHOOL DIPLOMA - undefined
Catonsville high school