Remote Admin/Data Entry Specialist with Process Ownership

Resume — Daniel J Mariage

Contact

Daniel J Mariage Location: Mesa, AZ Phone: 480-***-**** Email:

***************@*****.*** LinkedIn: www.linkedin.com/in/daniel-james-mariage- 3351179

Professional Summary

Seasoned customer support and workflow optimization specialist with 10+ years delivering reliable, process-driven solutions across healthcare, education, digital services, and ecommerce. Skilled at translating policy into repeatable workflows, reducing handle time, and improving customer satisfaction through clear documentation, training, and hands-on coaching. Seeking a role that values process ownership, empathy-led escalation, and measurable operational improvements.

• Core Skills

• Customer Support & Escalation Management – Skilled in resolving complex issues with empathy, policy alignment, and clear communication.

• Workflow Design & Documentation – Experienced in creating SOPs, playbooks, and repeatable processes that improve team efficiency.

• Process Improvement – Adept at identifying gaps, implementing QA checks, and streamlining operations for measurable performance gains.

• Training, Coaching & Onboarding – Proven ability to mentor new hires and lead training sessions that boost team confidence and productivity.

• Data Driven Troubleshooting & Reporting – Use metrics and reporting tools to analyze trends, reduce repeat issues, and inform leadership decisions.

• Conflict Resolution & De Escalation – Skilled in calming tense situations while maintaining compliance and customer trust.

• Ticketing Platforms – Hands on expertise with Salesforce and ServiceNow for case management and escalation tracking.

• Productivity Tools – Proficient in Microsoft 365, Google Workspace, Salesforce, Copilot, Shopify, and eBay for collaboration and workflow optimization.

• Compliance & Records Management – Knowledgeable in medical records handling, HIPAA awareness, and FERPA compliance to ensure data integrity. Professional Experience

Ecommerce Owner — Mariage Inc (Remote) 2023 — 2024

• Managed all aspects of ecommerce operations, including product listing, inventory management, and order fulfillment on Shopify and eBay platforms.

• Developed and implemented marketing strategies to drive traffic and increase sales, leveraging SEO, email campaigns, and social media advertising.

• Provided exceptional customer service, resolving inquiries and issues promptly to maintain high customer satisfaction ratings.

• Analyzed sales data and trends to optimize pricing, product offerings, and inventory levels, resulting in increased revenue and reduced overhead costs.

• Streamlined workflows and automated processes to improve operational efficiency and reduce manual tasks.

Patient Care Advocate — Centene (Remote) 2022 — 2024

• Handled patient and provider inquiries and escalations, applying ICD-10 coding standards to ensure regulatory compliance while resolving complex benefits and claims issues.

• Collaborated with claims and provider teams to clarify ambiguous cases and accelerate resolutions.

COVID-19 Contact Tracer — Tek-Systems / LAUSD; Aston Carter / Amazon (Remote) 2021

— 2022

• Conducted high-volume outreach, case management, and follow-up while accurately documenting case status and outcomes.

• Standardized call scripts and data-entry templates that improved data consistency and reporting speed across teams.

• Coached peers on sensitive communication tactics and policy adherence under rapidly changing guidance.

Help Desk Specialist, Financial Aid Division — University of Phoenix (Hybrid) 2011 — 2020

• Provided phone/chat and ticketed support for our internal FA staff, troubleshooting systems, account access, and process questions.

• Led knowledge-base maintenance, QA reviews, and peer training sessions to improve service quality and compliance.

Student Support Team Lead and Training Coach — Affiliated Computer Services / Xerox

(Tempe) 2009 — 2011

• Supervised a front-line support team, conducted performance reviews, and designed training curricula for new agents.

• Implemented data-driven coaching that improved team CSAT and reduced repeat tickets.

Education and Certifications

Certification in Medical Records — University of Phoenix High School Diploma, College Prep — Manton Consolidated

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