SANDRA MARSH
Houston,Texas
Summary
I am talented at processing high volumes of error-free transactions and meeting departmental goals. I offer years of experience in customer service, retention and problem resolution. I can smoothly manage conversational flow and diffuse difficult customer situations. I always give 100% to my job and I believe the customer always comes first.
Overview
12
12
years of professional experience
Work History
Product Surveillance Tech I/Customer Service Representative
AbbVie
Austin, TX
09.2021 - 05.2023
- I investigate and maintain complaint files, determine reportability in compliance with regulations established by the FDA and international regulatory bodies. I contact internal and external customers if information is incomplete, including status and follow-up as necessary.
- I must have the ability to communicate effectively, orally and in writing, with employees and all other internal and external contacts.
- On the job I take the initiative to make decisions and accurately perform detail-oriented work.
Healthcare Communicator
Ashfield Healthcare (Moderna)
Fort Washington, PA
09.2020 - 09.2021
- I collected and analyzed consumer data, including demographics.
- I accurately collected information required to be correctly placed in specific program databases.
- I exhibited effective communication and tele-management skills
- I conversed with callers in an empathetic manner and assisted the callers helping to understand medical terminology, as needed. I also safeguarded patient privacy and confidentiality by the guidelines set forth by HIPAA.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documented customer correspondence track requests, problems and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Compliance and Data Management Analyst
ABM Industries
Houston, TX
07.2019 - 04.2020
- Implemented policies to limit access of critical data to key personnel.
- Answered questions and responded to inquiries to deliver a high level of service to the Court Systems located all over the United States.
- Promoted to Data Management/System Access
- Managed user access, including activating and deactivating accounts,and upholding strict user security standards in all departments.
Energy Advisor
Just Energy
Houston, TX
06.2017 - 08.2018
- Met or exceeded sales quota for new customer orders.
- Answered 75 to 100 calls per 8 hours answer customer inquiries.
- Educated customers for improving energy efficiency and cutting costs.
- Provided excellent service through phone conversations.
- Supported the customer from sales,processing new enrollments, correcting billing, and fielding customer inquiries.
- Organized luncheons, dinners and special events for employee moral.
- Oversaw accounts for any changes in customer needs with respect to energy.
Member Services Specialist (Contract)
United Healthcare
Houston, TX
08.2016 - 02.2017
- Answered incoming calls from customers on issues relating to insurance eligibility and prescriptions status inquiries. I helped guide and educated customers on their prescriptions benefits, use of plan and information on insurance claims.
- Answered daily phone calls to resolve customer issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Customer Service Specialist
DISA
Houston, TX
07.2016 - 02.2017
- I worked with drug testing sites to make sure all drug testing results were received and information forwarded to perspective employers.
- Documented test results, complied dated and reported on findings to clients to aide in achieving government requirements.
Customer Service Representative
Cardtronics
Houston, TX
02.2011 - 12.2013
- I helped resolve problems with cash, locks, and balancing encountered at different ATM locations.
- I acted as a liaison between technical support and other Cardtronics personnel to help resolve escalated customer issues.
- I processed service tickets and maintained accurate customer records.
- I responded promptly to customers, and branch inquiries related to ATM functions.
Education
Some College (No Degree) - Business Administration
University of Texas
Arlington, TXSkills
- Windows Operating System
- JDE
- Salesforce
- Great Plains
- Excel
- CMS
- Typing
- Billing
- Excellent Customer Service
- Friendly, positive attitude
- SAP
- Event coordination
Timeline
Product Surveillance Tech I/Customer Service Representative
AbbVie
09.2021 - 05.2023
Healthcare Communicator
Ashfield Healthcare (Moderna)
09.2020 - 09.2021
Compliance and Data Management Analyst
ABM Industries
07.2019 - 04.2020
Energy Advisor
Just Energy
06.2017 - 08.2018
Member Services Specialist (Contract)
United Healthcare
08.2016 - 02.2017
Customer Service Specialist
DISA
07.2016 - 02.2017
Customer Service Representative
Cardtronics
02.2011 - 12.2013
Some College (No Degree) - Business Administration
University of Texas
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