Mary Robertson

Location
deerfield, WI (US)
Work Category
Customer Service
Interests
Job opportunities
Currently working on...
Let it snow, Let it snow, Let it snow
And it is

About Me

If I were looking on the outside, at the tapestry of my life, one common thread would be found throughout…helping others. Other threads commonly found would be dependable, loyal, honest, positive, detail oriented, and with a creative aspect of "thinking outside the box".

Customer service has always been to the forefront of my career. My experiences have provided skills in handling the more difficult and challenging calls and situations. I maintain a positive attitude which is based on a simple philosophy; Postive begets positive and negative begets negative. Taking responsiblity in a positive manner, brings about positive results.

I am currently unemployed and registered with MATC. I am attending classes to further my 2007 Microsoft Office Suite skills to develop proficiency in the Current 2007 XL and Power Point Programs. I have been trained and skilled in many other programs, databases, and mainframe computer programs, geared to the specific business enviornments.

Although my expierence is by and large in the field of Customer Service and a position that is a comfort fit for myself. The computer courses will broaden my capabilities in the clerical fields that will allow me to expand my area of search towards that "right fit" opportunity and my readiness for when it comes along.

Work Experience

  • Sep 2007 - Aug 2009
    madison , WI (US)
    Government Programs Specialist
    Dean Dealth Plan
    Completed training certification in Compliance, Medicare Part D, Medicare Supplements, and Badger Care, HMO Insurance products.

    Navigation skills in Microsoft Office, Outlook, Mainframe, Dean Health System, MARX, Forward EDS, Medicare.gov, Smart Data Solutions, Epocrates, NaviRx, Navinet, Adminsource, Symon, Cisco, and VOIP.

    Working knowledge of terminologies related to Insurance, pharmaceutical, medical and claims industires.

    High volume, ever-changing health insurance enviornment, required ability to assess and resolve within internal and external departmental areas. Listening, patience, and respectfully acknowledging the elderly and low income families in the complexities of Medicare and Badger Care Healthcare assistance.
  • Apr 2007 - Sep 2007
    madison , WI (US)
    Phone Support - Prepaid Card Fraud/Dispute Div.
    Metavante Banking Corporation
    Full time temporary position through Spherion and Manpower.

    Determining and opening fraud or dispute case claims with ability to handle challenging calls with patience and understanding.

    Navigation skills and understanding of banking and mainframe programs.

    Assembled documentation, shutting down active cards, and activating new cards.

    Followed up with internal and external investigational branches.
  • Apr 1999 - Jul 2006
    libertyville , IL (US)
    Customer Service - Call Center
    Moore-Wallace, Div of RR Donnelley
    Initiated order entry, shipping tracers, quality reports, product return tickets, issuing both new and credit invoicing.

    Assigned by supervisor to Merchant Team due to high keying/shipping error ratio. Difficulty arose from customers inability to determine credit card processing equipment models and stock required. I concentrated efforts to developing key methods of questioning/listening skills in order to identify and accurately determine supply needs.

    My rating was Key/Top Contributor, lowest after-call time, and with minimumized rate of error ratio.

    Regularly volunteered for project work and offered flexibility to timeframes, as per center needs.
  • Mar 1988 - Oct 1998
    chicago , IL (US)
    General Office/Customer Service
    National Buyers Federation, Inc
    Provided editing, proofing, and data entry, preperation for e commerce, new vehicle printout pricing program. Working knowledge of auto/truck industries terminology and mechanical assembly.

    Phone support required problem solving on multiple levels between prospective buyer, dealer, and finance industires.

    Other duties included billing, receivables, collections, typing of buyer certificates, PC file selections, and electronic submissions.

    Collections were 90% Auto dealerships with this third party pioneer in the cost saving, new vehicle printout program. I demonstrated professional manner of communication and dilligence in minimizing "write off's". Termination of dealership's business ties nor outside collection agency's were an afforded option. I was instrumental in maintaining profitable margin lines and with a good will repore.


Education


  • Northwestern Business College