Customer Service Specialist

MARGARET “PEGGY” HERMANN

**** * ******* ***** ********, AZ 85306

Phone: 623-***-****

Email: *******@*****.***

● Over 15 years case management

● Over 30 years customer service and public relations

● Proficient in all MS applications

● Over 10 years supervisory experience

● Over 15 years customer phone service

● Payroll, FMLA and medical short-term disability experience

● Sales

Acura of Peoria

Oct 2023 -Current

Sales Specialist

Customer service, Prepared legal documents for customers buying new and pre-owned vehicles Uber Driver

September 2022-December 2023 (working 40+ hours since March 2023) Caregiver for parent

May 2012-February 2023

POA for all medical, financial and legal needs.

Professional Experience

Arizona Department of Economic Security Division of Developmental Disabilities (DDD) October 2013- May 2015 Human Service Specialist

Made face to face contact with community social workers, day programs, residential settings, doctors, psychologist, private insurance, AHCCCS, school staff/boards, hospitals, vocational rehabilitation, value options and RBHS throughout the state of AZ. Completed monthly, quarterly and semi-annual reviews of progress Matrix Absence Management, Inc. July 2007 - May 2012 Absence Management Specialist FMLA & Short-Term Disability, managed an assigned caseload of complex FMLA and integrated disability cases. Evaluated claimant eligibility and medical claims. Interaction with internal and external customers including, but not limited to, claimants, employers, physicians, attorneys etc. to gather the information to make the decision on the claim. Analyzed, approved or denied disability claims for contestable and non-contestable cases. Provided technical direction to other claims personnel as needed. Validated payment periods, followed up and monitored payment and medical accuracy and timeliness. Processing all leaves within the specific time-frames outlined within Matrix Best Practices guidelines. Arizona DES/DACS Adult Protective Services Division April 2004-September 2005 Field Agent Investigator Human Service Specialist III. Investigated reports of abuse, neglect and/or the exploitation of vulnerable or incapacitated adults in the community. Responsible for gathering evidence/data, obtaining and reviewing health/psychological and/or financial records, court records, interviewing victim/s, perpetrator/s and witnesses.Prepared and testified in court cases as needed. Provided and coordinated care, victim support through community resources, advocated and assisted victims in completing forms for additional social, medical and mental health.

Education/Training

Rio Salado Community College Phoenix Arizona Majored in Social Services Behavioral Management Counseling, Crisis Intervention and Therapeutic Intervention.

Formal Training in Investigative Procedures with the State of Arizona Completed Elderly Law and Guardianship/Power of Attorney Training with The State of Arizona Attorney General’s office while assigned with Adult Protective Services.

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