Mark J. Email & Phone Number

United States

Educate customers on HealthEquity products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (FSA), Dependent Care, Transportation and claims processing procedures.Promptly handled an average of 70+ customer inquiries and complaints per day with an average 96% customer satisfaction rate.Maintained accurate customer data and updated database within the Salesforce platform to ensure effective communication and follow-up.Contributed to the enhancement of customer service strategies through active participation in peer-to-peer coaching, resulting in improved overall customer satisfaction.Consistently earned 'Certificate of Excellence' ribbons each quarter through active demonstration of courteous and customer-centric service.Collaborated with healthcare providers to resolve issues related to denied or delayed claims.Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.

Coppell, Texas, United States

Maintained accuracy and speed in sorting packages according to size, weight, and destination.Ensured all safety regulations were followed at all times while operating machinery.Met demanding performance targets by collaborating efficiently and backing up fulfillment team members.Implemented measures to enhance record-keeping accuracy, driving cost savings and improving time management for the company.Ensured adherence to safety regulations while operating machinery, resulting in decreased accidents and significant cost savings for the company.Worked collaboratively with fulfillment team, achieving challenging performance benchmarks and providing backup support for efficient package handling without any delays or loss during tenure.

Carrollton, Texas, United States

Triaged inbound calls, efficiently escalated if required, in a high-pressure setting to promptly address and resolve customer concerns, leading to a 20% decrease in average resolution time.Personally selected to photograph team-building events.Ensured accurate guest information and payment details to minimize callbacks for incorrect data.Collaborated and developed relationships with cross-functional team members and suppliers to improve customer satisfaction, resulting in an increase in customer loyalty.Obtained a track record of exceeding KPIs consistently, resulting in the acquisition of bonuses, certifications, and accolades.

Irving, Texas, United States

Established enduring customer connections through efficient communication skills and expertise in handling product inquiries, resulting in repeat customers.Sustained a clean and organized deli area with meticulous attention to detail.Operated food preparation equipment following health and safety protocols to prevent accidents.