Customer Service
Resume:
Mary Fields
Eaton NY *****
***********@*****.***
SUMMARY
As a customer service professional with over two years of experience, I have contributed to resolving complex customer issues and facilitating benefit enrollments across multiple industries. At TSI, I collaborated with clients to restore utility services by negotiating payment agreements, ensuring customer satisfaction, and supporting financial stability for all parties involved.
My work emphasizes empathetic communication, solution-oriented processes, and a commitment to improving customer outcomes. With a focus on healthcare and utility services, I aim to provide accessible and effective support to individuals navigating essential resources. Skilled in account management, I bring dedication and adaptability to every role.
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**EXPERIENCE**
**TSI/Remote Eaton, NY**
*Customer Service Representative*
*January 2025 - April 2025*
- Collected full payments or 50% of overdue balances to restore electric or gas services, ensuring prompt resolution for customers.
-Prepared financial statements if customers claimed to have little or no income to determine their eligibility for a minimum deferred payment agreement (MDPA).
- Established Deferred Payment Agreements (DPA) or Collections Agreements, facilitating manageable payment options for clients.
- Successfully restored utility services, leading to improved customer satisfaction and loyalty.
**Maximus/Remote Rochester, NY**
*Benefits Enrollment Representative*
*April 2024 - December 2024*
- Aided consumers in effectively navigating the New York State of Health (NYSOH) website and offered support via phone to simplify the benefit enrollment process.
- Efficiently managed renewals while ensuring right updates of account details, contributing to a smooth continuation of benefits for customers.
- Provided comprehensive support to employees enrolling in medical and dental coverage, enhancing understanding and accessibility of their benefits.
**Kelly Services/Remote Buffalo, NY**
*Benefits Outsourcing Representative*
*August 2023 - March 2024*
- Oversaw the entire benefit enrollment process, ensuring all steps were executed efficiently and accurately for new hires.
- Guided employees through the benefits enrollment process, equipping them with knowledge and resources to make informed decisions about their health and wellness options.
**National Grid/Remote Buffalo, NY**
*Collections Representative*
*March 2023 - June 2023*
- Collected full payments or 50% of past due balances, easing the prompt restoration of electric or gas services for customers in need.
- Set up Deferred Payment Agreements (DPA) or Collections Agreements, allowing customers to manage their payment plans effectively.
**TTEC/Remote Englewood, CO**
*Healthcare Claims and Benefits Representative*
*October 2021 - November 2022*
- Resolved outstanding claims from healthcare providers and members, ensuring prompt and accurate processing.
- Handled incoming calls efficiently in a high-volume call center setting, implementing strategies that resulted in a 10% reduction in caller wait times.
- Delivered exceptional service to all callers, demonstrating patience and attentiveness to their medical needs, which significantly enhanced customer satisfaction.
- Maintained confidentiality of member information in strict adherence to HIPAA regulations, safeguarding sensitive data.
**TTEC/Remote Englewood, CO**
*Unemployment Claims Agent*
*April 2020 - April 2021*
- Engaged with clients to guide them through the unemployment claim process, providing clarity and support during their claims filing.
- Entered detailed personal and work history information into computer systems to ensure accurate record-keeping.
- Offered basic information on claim filing requirements, penalties for fraudulent claims, available reemployment services, and appeal procedures, empowering clients with essential knowledge.
**Edison Home Care/Bronx, NY**
*Personal Care Assistant*
*July 2018 - April 2020*
- Assisted clients with meal preparation and ensured they adhered to their independent living goals through effective support.
- Ensured the safety and security of the client’s living environment by removing harmful substances and potential hazards.
- Aided clients in daily activities, including grocery shopping and banking, fostering independence, and enhancing their quality of life.
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**EDUCATION**
**High School Diploma**
Waterbury Adult Education, Waterbury, CT May 2016
**Associate in Science Accounting**
Southern New Hampshire University, Manchester, NH March 2020
*Major: Accounting*
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**SKILLS**
- Payment Agreement Coordination: Experienced
- Benefits Enrollment: Expert
- Negotiation Skills: Experienced
- Service Restoration Management: Experienced
- Customer Support: Expert
- Deferred Payment Agreements: Experienced
-ICD-10 : Intermediate
-CPT Codes: Intermediate
Professional References
Earthel Holiday, Retired Parks Employee, NYC Parks, and Recreation
Tajanae Gray, former coworker, Dominos
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