Mae Bias
Houston
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
52
52
years of professional experience
Work History
Call Center Representative / Radiology
Methodist Medical Center
07.1988 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Upload external images into system for doctors, patients, surgery, transplant, and others.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences.
- Managed over 50 calls per day.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated customers on company systems form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Met customer call guidelines for service levels handle time and productivity.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Responded to customer calls and emails to answer questions about products and services.
Federal Secretary
Federal Attorneys
10.1976 - 04.1988
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Managed over 50 customer calls per day.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
Senior Claims Representative
Frank B. Hall Agent And Broker
08.1974 - 09.1976
- Updated field operations staff on status of open claims and current actions.
- Collaborated with legal department on important claims.
- Conducted investigations into complicated mid- and high-exposure claims.
- Selected and managed expert witnesses and litigation managers for investigations.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Investigated accidents or incidents to determine cause and extent of damages.
- Recommended and set reserves based on expected payouts.
- Processes over 100 claims per day.
- Developed and implemented strategies to improve claim processes.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
Epidemiologist
M. D. Andersen
06.1972 - 06.1974
- Collected and organized data for weekly case summaries. Maintained data, reporting and quality assurance standards throughout investigations.
- Surveilled notifiable infection conditions and outbreaks in Epidemiology region with over 100 people.
- Determined important variables for each case such as location and severity of outbreak and both laboratory and clinical findings.
- Epidemiologist provided team with colorful images so, team can code caner for treatment.
- Presented findings to committees and public interest groups to spearhead necessary changes to policies and procedures.
- Performed preventive measures and maintained firm safety levels to avoid spread of infection and disease.
- Set clear policies to improve success of infection control measures in departments.
- Authored and presented final after-action reports to identify strengths and challenges as well as recommended corrective changes for future investigations.
- Developed and improved infection control procedures.
- Identified risks proactively, preparing teams for likely infections based on seasonal changes or current epidemiological trend.
- Identified and mitigated unnecessary infection risks through regular reviews and procedural assessments.
- Presented findings to committees and public interest groups to spearhead necessary changes to policies and procedures.
Education
No Degree - Radiologic Technology
Houston Community College
Houston, TX04.2025
High School Diploma -
Centerville Jr-Sr High School
Centerville, TX05.1971
Skills
- Inbound Phone Call Management
- Customer Support
- Customer Service Optimization
- Customer Communication
- Problem-Solving Skills
- Performance Improvement
- Microsoft Access
- Call Control Skills
- Answering Questions
- Microsoft Windows
- Strong Analytical and Problem-Solving Skills
- Understanding Customer Needs
- Call center experience
- High-volume call centers
Timeline
Call Center Representative / Radiology
Methodist Medical Center
07.1988 - Current
Federal Secretary
Federal Attorneys
10.1976 - 04.1988
Senior Claims Representative
Frank B. Hall Agent And Broker
08.1974 - 09.1976
Epidemiologist
M. D. Andersen
06.1972 - 06.1974
No Degree - Radiologic Technology
Houston Community College
High School Diploma -
Centerville Jr-Sr High School
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