Paola Mariscal
Phoenix,AZ
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Overview
12
12
years of professional experience
Work History
Customer Support Representative
Tek Systems
07.2024 - Current
- Resolve customer issues via phone, email or chat by determining the cause of the problem; selecting and explaining the best solution and expediting correction or resolution
- Follow communication procedures, guidelines and policies and clearly document all customer interactions using Salesforce Cases
- Provide accurate, valid and complete information by using the right processes/tools
- Meet personal/team performance targets around phone and case metrics
Patient Care Advocate
Verdegard
08.2023 - 06.2024
- 50% coordinate and communicate pre-service and post-service cases with members, clients, brokers, and account management.
- 30% coordinate and communicate directly with the team and managers on VBP (value-based purchasing) issues. 10% contracting through PNOA network providers.
- Contact members by email/phone. communicating with doctors, finding legal help, working with insurance companies, and setting up tests and screenings.
- Clarifying options to patients on their choice of hospitals, doctors, and treatments. Getting information for patients and asking specific questions. Carrying out patient requests. Notate information and answers to questions for patients. Accompanying patients to tests, procedures, and appointments.
Senior Customer Service Representative
Public Consulting Group, Inc.
04.2018 - 07.2023
- Responding to inquiries via phone, email, or other channels, providing clear and concise information, and ensuring customer satisfaction.
- Providing information about programs, services, and eligibility requirements.
- Supporting individuals and caregivers in accessing and utilizing benefits within self-directed care programs.
- Assisting Medicaid recipients in managing their budgets and paying for care and support services.
- Providing customer service for various government programs or services.
- Resolving customer issues and complaints.
- Understanding and addressing the needs of individuals with disabilities.
Caregiver Services
Public Partnerships
01.2016 - 03.2018
- Provide clients with assistance as needed, including helping with bathing and other personal hygiene activities
- Assist clients with certain physical activities, such as walking, getting into or out of bed, dressing and climbing stairs
- Support patients by providing light housekeeping and laundry services as well as shopping for food and preparing and serving meals and snacks
Restoration Technicians
Associate
06.2016 - 10.2016
- Assist in the packing, moving and cleaning of personal and business property damaged by fire, smoke, or water
- Make outbound calls to customers to update them on the status of their restoration
- Complete spreadsheets, reports and update management
- Would also assist with stocking material, loading and unloading trucks
Volunteer- Office
Veterans Hospital
01.2013 - 01.2016
- Assist with answering phones and transferring to correct departments, filing and all other basic office duties
- Place outbound calls to arrange various transport, pick and delivery of blood containers, and room service
- Would also assist on a need basis with room service
Education
High School Diploma -
North High School
Phoenix, AZ03.2013
Skills
Call Center
2 years of Customer Service
Incoming Calls
Insurance Benefits
Typing: 40WPM
Bilingual (Spanish)
MS Office Suite
HIPAA compliance and policies
- Problem-solving
- Teamwork and collaboration
Microsoft office (2 years)
Receptionist
Retail Sales
Computers Skills (6 years)
Multi-Task
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Support Representative
Tek Systems
07.2024 - Current
Patient Care Advocate
Verdegard
08.2023 - 06.2024
Senior Customer Service Representative
Public Consulting Group, Inc.
04.2018 - 07.2023
Restoration Technicians
Associate
06.2016 - 10.2016
Caregiver Services
Public Partnerships
01.2016 - 03.2018
Volunteer- Office
Veterans Hospital
01.2013 - 01.2016
High School Diploma -
North High School
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