MaryAnn Ferri
Blakeslee
Summary
Seasoned Customer Service professional with 15 years of experience, including leadership roles in customer advocacy and team supervision. Quality Assurance trained for meeting call performance metrics. . Also maintained excellent performance metrics on various positions. Seeking a challenging position to ensure all quality standards are being met on orders and calls.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
Blue Ridge Communications
09.2024 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Team Leader/Supervisor
Ttec/ United Healthcare
07.2023 - 08.2025
- Oversee and develop a team of customer service professionals, ensuring successful call outcomes and alignment with company objectives.
- Manage daily scheduling and timekeeping accuracy, maintaining strict adherence to planned schedules.
- Conduct regular performance coaching, utilizing Empower to document sessions and establish clear goals for continuous improvement.
- Reviewed and scored customer interaction calls for quality assurance.
Customer Service Advocate
TTEC for United Healthcare
11.2022 - 07.2023
- Provided comprehensive assistance to members by resolving inquiries related to claims, plan details, physician information, and prior authorizations, ensuring accurate and timely information dissemination.
- Collaborated effectively with team members to uphold and exceed customer service standards, contributing to a supportive and productive work environment.
- Maintained high performance metrics through diligent response to billing issues and member communications, demonstrating consistent attention to detail and service excellence.
Membership Specialist
Serenite
10.2020 - 10.2021
- Managed a high volume of inbound and outbound communications, ensuring accurate documentation and timely updates to customer records.
- Acquired and maintained comprehensive knowledge of company offerings to provide informed customer support and assistance.
- Coordinated appointment scheduling for potential members, facilitating engagement and contributing to membership growth.
Telecommunicator/Dispatcher
Northampton County Emergency Services
04.2020 - 08.2021
- Managed incoming 911 calls, efficiently documenting critical details to ensure accurate and timely emergency response coordination.
- Processed driver's license and vehicle registration checks, maintaining meticulous records in the Computer-Aided Dispatch (CAD) system.
- Communicated vital information to appropriate law enforcement agencies, facilitating prompt and coordinated incident management.
Administrative/Document Processor
Koch 33 Auto
07.2017 - 01.2020
- Ensured accurate preparation and review of bank contracts, including verification of supporting documentation for seamless submission.
- Processed payroll for Sales Consultants, maintaining timely and accurate compensation records.
- Managed wholesale deal postings, coordinated title submissions, and facilitated warranty processing, contributing to efficient accounting operations.
Office Assistant Supervisor
Clinton Acura
05.2014 - 01.2017
- Managed comprehensive contract processing and packaging to ensure timely funding, adhering to strict financial guidelines and accuracy standards.
- Administered payroll, coordinated title work, and managed employee benefits and accounts receivable, ensuring meticulous daily deposit reconciliation.
- Oversaw the dealership's cash flow, monitoring all incoming and outgoing financial transactions to maintain fiscal responsibility and integrity.
Dealer Trade Manager
Phillipsburg Easton Honda
06.2012 - 05.2014
- Fostered collaborative relationships with partner dealerships to ensure efficient vehicle exchange processes.
- Coordinated driver schedules and routes to facilitate the timely retrieval of vehicles, complementing inventory management efforts.
Excell Facilitator/Customer Relations Manager
Excell
05.2007 - 06.2012
- Managed client relations by directly resolving concerns, resulting in enhanced customer satisfaction.
- Conducted weekly meetings focused on business improvement, utilizing client feedback to identify areas for service enhancements.
- Developed and executed action plans targeting the fundamental causes of client issues, leading to effective resolutions by the improvement team.
Education
Associates Degree - Business Management/Accounting
Allentown Business School
Allentown, PASkills
- Problem Solving
- Organization and Time management
- Quality assurance
- Customer Service Skills
- Facilitation
- Effective communication
- Time Management
Accomplishments
Most recently received a recognition award for up and coming star for my performance at current position at Pencor/Blue Ridge.
Timeline
Customer Support Specialist
Blue Ridge Communications
09.2024 - Current
Team Leader/Supervisor
Ttec/ United Healthcare
07.2023 - 08.2025
Customer Service Advocate
TTEC for United Healthcare
11.2022 - 07.2023
Membership Specialist
Serenite
10.2020 - 10.2021
Telecommunicator/Dispatcher
Northampton County Emergency Services
04.2020 - 08.2021
Administrative/Document Processor
Koch 33 Auto
07.2017 - 01.2020
Office Assistant Supervisor
Clinton Acura
05.2014 - 01.2017
Dealer Trade Manager
Phillipsburg Easton Honda
06.2012 - 05.2014
Excell Facilitator/Customer Relations Manager
Excell
05.2007 - 06.2012
Associates Degree - Business Management/Accounting
Allentown Business School
Similar Profiles
Danielle TellerDanielle Teller
Omni CSR Agent at Blue Ridge CommunicationsOmni CSR Agent at Blue Ridge Communications
Brittany GelatoBrittany Gelato
Customer Experience Specialist at Blue Ridge CommunicationsCustomer Experience Specialist at Blue Ridge Communications
TIFFANY BENNETTTIFFANY BENNETT
Customer Service Representative at Blue Ridge CommunicationsCustomer Service Representative at Blue Ridge Communications
Ralph MonteRalph Monte
Security Department Manager at Split Rock Resort HotelSecurity Department Manager at Split Rock Resort Hotel
Laura Di JanniLaura Di Janni
Licensed Behavior Specialist at Mission Autism ClinicsLicensed Behavior Specialist at Mission Autism Clinics