Customer Service Specialist with 12 Years Experience

Marecia Ceara Smith

**************@*****.*** 478-***-**** Dublin, GA

SUMMARY

Dynamic professional with 12 years of experience seeking Customer Service Representative role. Expertise in inbound call management, customer consulting, and conflict resolution, complemented by strong communication and problem-solving skills. Proficient in CRM software and Microsoft Office, with proven ability to manage order placement and returns processing efficiently.

WORK EXPERIENCE

HealthPlanOne

Patient Advocate Specialist

• Facilitated communication between patients and healthcare providers to ensure understanding of treatment plans and services.

• Assisted patients in navigating healthcare systems and insurance processes, providing guidance on benefits and coverage.

• Resolved patient inquiries and concerns efficiently, enhancing patient satisfaction and trust in healthcare services.

• Collaborated with healthcare professionals to coordinate patient care and ensure seamless service delivery.

• Educated patients on healthcare options and resources, empowering them to make informed decisions regarding their care.

• Maintained accurate and confidential patient records, ensuring compliance with healthcare regulations and privacy standards.

• Conducted follow-up with patients to monitor progress and address any ongoing needs or issues. Empyrean

Enrollment Specialist

• Facilitated the enrollment process for clients, ensuring accuracy and adherence to policies and regulations.

• Delivered exceptional customer service by addressing inquiries and resolving enrollment-related issues.

• Collaborated with internal teams to streamline enrollment workflows, enhancing overall efficiency.

• Maintained comprehensive records of enrollment activities and updated client information accurately.

• Conducted training sessions for new team members on enrollment protocols and best practices.

• Analyzed enrollment data to identify trends and recommended process improvements.

• Assisted in developing enrollment materials and resources to improve client understanding and satisfaction.

• Supported clients in enrolling in various benefits, including medical, dental, vision, and life insurance.

• Consistently received positive feedback from clients, contributing to a 10% increase in customer retention rates. Sutherland

Credit/Debit Card Specialist

• Provided comprehensive financial services while ensuring adherence to banking regulations and company policies.

• Analyzed customer financial needs and recommended suitable banking products to enhance client satisfaction and retention.

• Managed and resolved complex customer inquiries and issues with professionalism and excellence.

• Collaborated with cross-functional teams to streamline processes and improve service delivery.

• Conducted financial assessments and risk evaluations to support informed decision-making and strategic planning.

• Trained and mentored junior staff, promoting a collaborative and knowledgeable team environment.

• Utilized financial software to generate reports and insights for developing targeted financial strategies.

• Maintained up-to-date knowledge of industry trends and regulatory changes to ensure compliance and competitive advantage.

HSA/FSA/Investments agent

• Provided expert guidance on HSAs, FSAs, and investment options, ensuring compliance with financial regulations and enhancing client satisfaction.

• Analyzed client portfolios to recommend tailored investment strategies, contributing to optimized financial outcomes and increased client retention.

• Facilitated seamless account setup and issue resolution, maintaining high levels of service excellence and client trust.

• Collaborated with cross-functional teams to implement process improvements, resulting in enhanced operational efficiency.

• Conducted training sessions for new team members, sharing best practices and compliance standards. Benefit Enrollment Administrator

• Delivered comprehensive customer service support in benefit programs, ensuring client satisfaction and retention.

• Managed high volumes of inbound calls, addressing inquiries on benefit eligibility, coverage, claims, and health insurance.

• Maintained accurate client records, safeguarding the confidentiality and integrity of sensitive data.

• Collaborated with cross-functional teams to streamline administrative processes and enhance departmental efficiency.

• Assisted in developing customer service protocols, resulting in improved response times and service quality.

• Conducted thorough follow-ups to ensure satisfactory resolutions and prevent future client issues.

• Provided management with feedback on potential improvements based on client interactions.

• Participated in training sessions to remain updated on industry regulations and company policies. Afni (Verizon) Tucsum, Az

Port Support Specialist

• Managed the porting process for customers transitioning to the network, ensuring accurate and efficient phone number transfers.

• Liaised with internal teams and external contacts to resolve porting issues in compliance with industry regulations and company policies.

• Verified customer account information and coordinated with telecommunications partners to facilitate smooth transitions.

• Provided timely updates to customers and maintained comprehensive records of port requests and statuses.

• Consistently met or exceeded departmental performance metrics through proactive problem-solving and customer service excellence.

ResultsCX Jacksonville, Fl

Claims Processor

• Resolved a high volume of claims-related customer inquiries with efficiency and accuracy.

• Delivered detailed policy information to improve customer understanding and informed decision-making.

• Performed precise data entry to ensure accurate and current record maintenance.

• Achieved customer satisfaction through effective communication and collaborative problem-solving. TSYS/Total System Services Atlanta, Georgia

Fraud Investigator

• Analyzed and resolved fraudulent activities on customer accounts by implementing security measures, minimizing financial loss.

• Conducted thorough investigations and utilized advanced detection tools to identify and mitigate sophisticated fraud attempts, enhancing fraud management.

• Provided expedited support to high-profile customers, balancing swift service restoration with risk management protocols.

• Compiled comprehensive investigation reports adhering to regulatory requirements and engaged in recovery negotiations to recoup fraud losses.

Chargeback Specialist

• Managed the preparation and analysis of periodic reports, ensuring accuracy and timely delivery.

• Streamlined correspondence processes by evaluating incoming requests and determining appropriate actions to maintain high service levels.

• Oversaw team operations, including creating work schedules, assigning duties, and contributing to staff hiring and training to enhance department efficiency.

• Ensured quality and compliance in communications through meticulous final review and implementation of document control procedures.

Nightingale Macon, Georgia

Patient Coordinator

• Delivered comprehensive patient care by monitoring vital signs, dressing wounds, and assisting with daily living activities, ensuring adherence to HIPAA and confidentiality protocols.

• Improved patient well-being through timely responses to assistance calls and observation of behavioral changes, delivering compassionate, person-centered care.

• Ensured a clean and safe environment by disinfecting rooms, changing linens, and managing infection control measures, in compliance with healthcare standards, Appointment scheduling and transportation We Touch Dublin, Georgia

CNA

• Collaborated with healthcare team members to ensure a seamless patient care experience, diligently documenting and communicating patient observations and concerns to nursing staff.

• Administered timely assistance to patients, promptly addressing their needs and escalating medical emergencies to ensure patient safety and high-quality care.

• Maintained patient dignity and privacy by adhering to HIPAA regulations and facility policies, while fostering trust through empathetic, patient-centered care practices.

• Assisted with patients' daily living activities, including personal hygiene and mobility, and meticulously maintained a clean and hygienic environment to prevent infections. Mooney Contract Services Dublin, GA

CNA

• Provided compassionate care to patients, following individualized treatment plans and dietary guidelines to enhance well-being.

• Maintained precise documentation of patient behavior, vital signs, and treatment responses to ensure effective communication with the healthcare team.

• Implemented infection control procedures, including disinfection and linen changes, while assisting with patient mobility, hygiene, and daily activities to support recovery and comfort. EDUCATION

East Laurens High School

High School Diploma, General

East Dublin, Georgia

None

Heart of Georgia Tech

PCA Certificate

Dublin, Georgia

None

SKILLS

Inbound Call Management • Exchange Coordination • Delivery Tracking • Order Placement • Returns Processing

• Staff Training • Lead Generation • Customer Consulting • Customer Service • Product Knowledge • Quality Assurance • Activity Coordination • Meal Planning • Electronic Charting • Infection Control Procedures • Transport Patients • Family Communication • Community Activities • Bed Preparation • First Aid and CPR • Behavior Redirection • Client Documentation • Vital Signs Monitoring • Mobility Assistance • Case Management • Skills: Claims Processing • Insurance Policy Knowledge • Attention to Detail • Computer Proficiency • Multitasking • Data Entry • Communication Skills • Conflict Resolution • Time Management • Claims Processing • Communication • Problem Solving • Adaptability • Insurance Knowledge • Computer Literacy • Health insurance • Empathy • Skills: Customer Service • claim benefit Specialist • Microsoft Office Proficiency • non phone • saleforce • Billing • CRM Software Proficiency • Credit Card • Debit Cards • Enrollment • Excel • Appointment Scheduling

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