Customer Service Specialist with 20+ Years Experience
Resume:
Maria I. Hatcher
Contact:
***** ****** ***** ** ******** FL, 34711
*********@*****.*** Or ***********@*******.***
Objectives:
Obtaining a position that will allow me to use my expertise giving excellent customer service. For more than twenty years I have been helping people when they needed the most. My experience will include:
Meeting and greeting visitors, helping with locating a department and offering to accompany them as appropriate.
Friendly, efficient and helpful service to patients/customers who are non-ambulatory and all visitors.
To provide guidance on car parking arrangements and to give information regarding the location of services such as toilets, café, shops, etc.
Assisting with general inquiries and assist with wheelchair support as needed.
Always having in mind diversity and good communication skills with a range of people through a variety of methods.
Excellent customer service skills which priorities the needs of the individual.
Experience on working as part of a team and independently.
Ability to give clear instructions and concise directions.
Always committed to my role/position and always reliable and punctual.
Experience in dealing with difficult situations, experience on how to keep calm on stressful situations
Ability to demonstrate a respectful and friendly approach, offering a welcoming service to the public.
Flexible approach to work schedules.
Ability to stand for long periods of time.
Ability to push wheelchairs/stretchers to help patients.
Education:
University of Phoenix - Master’s In - Criminal Justice
University of Phoenix- Bachelor’s, In - Science of Health Administration
Work History:
March 2016 to present
Primerica
Handling customer inquiries, both telephonically and by email, courteously and professionally
Understanding and interpreting health plan benefits and determining customers’ eligibility
Assisting clients with appointment scheduling.
Managing and resolving customer complaints and escalating complex issues to the appropriate department
Working closely with healthcare providers to ensure seamless patient care and service
Maintaining client’s confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA) guidelines
Processing and accurately documenting client’s information and interactions in customer relationship management (CRM) systems
Collaborating with the billing department to handle billing inquiries and resolve billing disputes
Educating clients about health programs and preventative care
Providing feedback on the efficiency of the customer service process.
June 2018- to March 2020 Orange County Convention Center
Phone support, screening and routing calls, emails, and in person customer service taking detailed messages.
Execute a variety of elevated clerical and administrative duties, conduct document handling (mailing, faxing, scanning, filing, copying, and distributing), performed work on security attachments for concerts, sporting events, festivals, and stages, including CCTV.
Greeted guests in a friendly manner and offered directions. Followed and enforced policies, procedures, code of conduct, and safety guidelines to protect the safety and wellbeing of all guests and facilities.
Provided guests with accurate event and arena information. Dealt with guest problems and complaints up to the level where intervention by a supervisor is required.
Monitor guest behavior and take steps to ensure that each guest may enjoy the event without disruption from others.
Followed policies and procedures as set forth by the Guest Services & Public Safety Departments Enforce policies and procedures.
Collected lost and found items and turned them in according to Guest Services & Security procedures.
January 2008 to June 2018
G45 Security Solutions
Wrote detailed reports regarding daily security activities and notable incidents. Guarded restricted areas to prevent unauthorized entry.
Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
Patrolled and secured industrial and commercial premises to prevent intrusion.
Secured personnel and premises by inspecting buildings, patrolling property and monitoring surveillance cameras.
Responded to alarms and disturbances to maintain safety.
Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
Warned people of rule infractions or violations and evicted violators from premises.
Acted as first responder for emergencies, incoming calls, and code red situations prior to the arrival of paramedics and law.
Other Trainings and Certifications:
BLS- Basic Life Support Certified Security Officer License “D” FEMA Certificate- Workplace Security Awareness. FEMA Certificate Surveillance Awareness- What can you do? FEMA Active Shooter- What can you do? Cybersecurity & Infrastructure- Emergency Communications and Extreme Weather. Homeland Security- 2024 Terrorist Threat Forecast.
Reference
Available upon request
Contact this candidate