Location: United States
Sector: Customer service, Call centres
Job search (short statement...):
Customer-focused professional with over 4 years of experience in administrative support and client
service, specializing in delivering seamless assistance in remote, fast-paced environments. Skilled in
managing complex inquiries and streamlining workflows with a solution-oriented mindset, contributing to
improved customer satisfaction and operational efficiency. Proficient with tools like Google Workspace,
Office 365, and Zoom while multitasking to support diverse stakeholders with discretion and accuracy. Led
a documentation overhaul that reduced response times by 30% and improved compliance audit scores,
addressing key pain points of timeliness and regulatory adherence. Expert in administrative operations
and remote service excellence, ready to apply this expertise to deliver empathetic, efficient healthcare
support that drives one-call resolution.
Experience:
Marketing Analyst
We All We Got Cleaning Services
Managed client communications via email and phone, effectively resolving overpayment disputes and
inquiries to enhance customer satisfaction and strengthen long-term account relationships.
Analyzed healthcare claims and account data to identify trends, improve recovery strategies, and ensure
regulatory compliance in claims processing.
Collaborated cross-functionally with internal teams and external vendors to resolve disputes, correct
invoicing errors, and coordinate returns, maintaining strict financial accuracy standards.
Executed proactive outreach and tailored recovery solutions that reduced past-due balances, decreased
delinquencies, and boosted overall recovery performance.
08/2023 – present PHOENIX, UNITED STATES
Participant hardship specialist
Principal Financial Group
Resolved complex customer inquiries with empathy and precision, delivering clear, compliant guidance on
financial policies and boosting customer satisfaction and trust.
Ensured 100% regulatory compliance by thoroughly documenting all interactions and supporting
customers with Safe Harbor and overpayment-related requests.
Promoted customer self-sufficiency by directing users to trusted self-service tools like IRS.gov,
empowering informed decision-making in sensitive financial scenarios.
Increased customer satisfaction by 30% through proactive issue resolution, detailed account analysis, and
consistent delivery of accurate, high-quality support.
12/2022 – 06/2023 PHOENIX AZ
Retirement Plan Participant Agent
The Vanguard Group
Delivered prompt, professional support via phone and email, resolving overpayment disputes and
fostering long-term trust through clear communication and policy-aligned guidance.
Reconciled and managed customer accounts using data-driven insights to identify trends, enhance
recovery strategies, and ensure financial accuracy and compliance.
Partnered with internal teams and third-party vendors to resolve disputes related to returns, credits, and
invoicing, achieving high first-contact resolution rates.
Reduced delinquency rates by recovering past-due balances through proactive outreach and customized
solutions aligned with organizational policies.
05/2022 – 09/2022 SCOTTSDALE AZ,
Customer service representative
Paychex
06/2021 – 04/2022 PHOENIX AZ
Contact
Profile
Work Experience
1/2
Provided expert-level guidance on general liability and workers' compensation policies, ensuring
regulatory compliance and fostering clear client understanding across all communications.
Verified insurance policies, endorsements, and coverage terms with major carriers including Liberty
Mutual and AmTrust to support accurate documentation and smooth client onboarding.
Conducted in-depth claims analysis to resolve policy discrepancies, reduce overpayment errors, and
strengthen financial and operational accuracy.
Managed high-volume certificate issuance, processing 50+ insurance certificates daily under tight
deadlines while maintaining 100% accuracy and timely client follow-up.
Collaborated with internal teams to streamline documentation workflows, improve client response times,
and uphold high service standards in a fast-paced environment.
Education:
High school Diploma
Some College Credits
Business English Courses
Public Speaking
Programming Courses
JavaScript – HTML,, Excel, Linux
Public Speaking
Languages:
English
Posted by:
Mark Wilson  18/05/2025
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