Maria Mercado

Local to Fayetteville, NC

Professional Summary

Bilingual Spanish/English

Customer Service Representative with excellent verbal and written communication

Displays sensitivity to managing multiple projects and working in a fast-paced environment with changing priorities

Encompasses the ability to utilize extensive computer, communication, and organizational skills with strong attention to detail

Dependable professional with proven organizational, analytical and problem-solving skills

Independent worker that works well under strict deadlines

45 wpm typing

Professional Skills

Certifications:

oMedical Terminology

oSecretarial Skills

oKeyboarding I

oHRD/ Employment Skills

Basic knowledge of Microsoft Office Suite - Excel, Outlook

Knowledge of Escrow Magnified application

Knowledge of MSP/LPS/Black Knight

Professional Experience

Day and Night Family Dental, Fayetteville, NC February 2021 – current

Customer Service Rep

Answer multiple calls

Verify dental insurances

Schedule patient appointments

Translate for patients who do not speak English

Send out referrals

Reply to emails

Rose International Temp Agency, Chesterfield, MO June 2019 – December 2019

Optum RX/United Health Group

Senior Pharmacy Customer Service Rep

Provide customer service for inbound/outbound calls

Schedule pharmacist consultation appointments

Report any PHI related incidents in accordance with HIPPA requirements

Perform miscellaneous auxiliary functions essential to the efficient operation of the department

Other duties as assigned by Operations Team Manager

Randstad Staffing, Chicago, IL September 2018 – June 2019

Receptionist/Customer Service

Accepted packages and mail

Worked with smart app packages tracking system

Entered visitor list in system

Answered phone and transferred calls

U-Stor-It, Melrose Park, IL September 2017- June 2018

Assistant Manager

Assisted in daily operations of the facility

Leased units to new customers

Prepared units for rental after being vacated

Assisted with the auction procedure every month

Performed every day maintenance and tasks

Dovenmuehle Mortgage Inc., Elgin, IL November 2012- September 2017

Escrow Analysis Representative

Reviewed and researched errors from all mass analysis exception reports

Researched and validated loan level stops that prevented analysis

Audited escrow shortages under $2,000

Processed requests for interim and annual analysis

Reviewed all monthly exception reports and identified potential risks, communicated these dangers to management and took appropriate steps to avoid any potential risk

Communicated with necessary departments to resolve issues

Customer Service Representative

Answered complex customer inquiries within an inbound ACD call center environment on behalf of both DMI and Private Label clientele

Maintained 80% availability to answer inbound calls

Answered complex customer inquiries

Tasked each department with appropriate research requests and inquiries

Presented a positive and professional demeanor always

Served in a public relations capacity when dealing with both internal and external customers

Communicated and supported total quality initiatives

Automated Health System, Schaumburg, IL 2011-2012 Customer Service Representative

Answered any questions the client may have

Enrolled clients with a health plan and a primary care physician

Changed the clients’ health plan to their desire one if qualified

AMC Mortgage Services, Schaumburg, IL 2005-2007

Customer Service Representative

Helped customers with any questions they had regarding their note or their mortgage

Provided a copy of any documents requested by the customer

Took inbound mortgage payments

Arrow Financial Services, Niles, IL 2003-2005 Account Representative

Compiled and maintained records of quantity, type and value of material, merchandise, etc.

Verified clerical computation against physical count of stock

Education

Kelvyn Park High School, Chicago, IL

High School Diploma

Colorado Technical University Online, Chicago, IL

Some college coursework completed

Fayetteville Technical Community College, Fayetteville, IL

Some college course work completed

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