Mackenzie McCabe

Adaptable professional with extensive experience in customer service, staff training, and team supervision across healthcare, insurance, and retail sectors. Proven ability to resolve complex issues, guide new hires, and manage operations, including budgeting and compliance. Recognized for delivering high-quality service and supporting organizational goals through effective communication and leadership.

Customer Service Representative - Revelations Counseling & Consulting - Work from home

(2025-06)

• Answer calls, emails, or chats from members, providers, and employers.
• Explain medical coverage, benefits, and plan details clearly.
• Assist with claims, eligibility, and policy rules.
• Help customers understand covered services (doctor visits, prescriptions, procedures, etc.).
• Explain copays, deductibles, coinsurance, and out-of-pocket limits.
• Verify member eligibility and coverage status.
• Check claim status and explain approvals, denials, or delays.
• Help resolve billing issues between patients and providers.
• Guide customers on filing or appealing claims.
• Accurately log customer interactions.
• Update member records and insurance information.
• Process requests like ID cards, plan changes, or address updates.
• Investigate and resolve complaints or disputes.
• Escalate complex issues to supervisors or specialized departments.
• Ensure compliance with healthcare regulations (like HIPAA).
• Use CRM systems, claims software, and healthcare databases.
• Access provider networks and plan documents quickly.
• Communicate with healthcare providers regarding claims or authorizations.
• Work with internal teams to resolve issues.
• Follow scripts, policies, and legal guidelines.
• Meet performance metrics (call time, resolution rate, customer satisfaction).
• Know medical terminology.
• Familiarity with insurance plans (HMO, PPO, EPO).
• Strong empathy and patience.

Amazon Warehouse Associate - Amazon Warehouse

(2024-06 - 2025-06)

• Processed high-volume orders by picking, packing, and shipping 200–400+ items per shift with a 99%+ accuracy rate
• Performed manual sort operations by organizing packages based on destination, size, and priority, ensuring efficient routing and on-time delivery
• Inspected shipments for damage, labeling errors, and quality issues, maintaining compliance with operational standards
• Operated warehouse equipment, including RF scanners and pallet jacks, to track inventory and streamline workflow
• Loaded, unloaded, and organized inventory to support continuous warehouse operations in a fast-paced environment
• Met and exceeded daily productivity targets while adhering to strict safety protocols and company procedures
• Trained and onboarded new hires on warehouse functions, including picking, packing, and manual sort processes
• Delivered hands-on instruction on systems, safety procedures, and performance expectations, improving team efficiency and accuracy
• Monitored trainee performance and provided real-time coaching, contributing to improved productivity and reduced error rates
• Served as a floor support resource, assisting associates with questions, troubleshooting issues, and maintaining workflow continuity
• Collaborated with supervisors to identify performance gaps and implement process improvements
• Maintained a clean, organized work environment and demonstrated flexibility during peak periods and shifting operational demands

Customer Service Representative - Concentrix - Work from home

(2023-10 - 2024-07)

• Managed high-volume inbound calls, emails, and chats from members, providers, and employers, delivering accurate and timely support on medical coverage and benefits
• Explained plan details, including coverage, copays, deductibles, coinsurance, and out-of-pocket limits, improving customer understanding and satisfaction
• Assisted with claims inquiries, eligibility verification, and policy guidelines, ensuring clear communication of approvals, denials, and processing timelines
• Guided members through covered services such as doctor visits, prescriptions, and medical procedures, reducing confusion and repeat inquiries
• Investigated and resolved billing discrepancies between patients and healthcare providers, ensuring timely and accurate issue resolution
• Supported customers in filing and appealing claims, providing step-by-step guidance and documentation requirements
• Maintained accurate records of all customer interactions, updating member profiles, insurance details, and processing requests such as ID cards, plan changes, and address updates
• Identified and resolved customer complaints and disputes, escalating complex cases to appropriate departments when necessary
• Ensured full compliance with healthcare regulations, including HIPAA, while safeguarding sensitive member information
• Utilized CRM systems, claims platforms, and healthcare databases to efficiently access provider networks and plan documentation
• Collaborated with internal teams, including billing, underwriting, and case management, to resolve complex issues and improve service delivery
• Adhered to company policies, scripts, and legal guidelines while consistently meeting performance metrics such as call handling time, resolution rate, and customer satisfaction
• Applied knowledge of medical terminology and insurance plan types (HMO, PPO, EPO) to deliver accurate and effective support
• Demonstrated strong empathy, patience, and communication skills when assisting customers in high-stress situations

Alorica Customer Service Representative/ Trainer - Alorica Calling Center - Fredericksburg, VA

(2021-01 - 2023-11)

• Handled 80–100+ inbound calls daily, resolving inquiries related to billing, transactions, fraud, and account management with a 95%+ customer satisfaction score
• Investigated and resolved credit card disputes and chargebacks, reducing case resolution time by 20% and improving first-call resolution rates
• Educated customers on card benefits, rewards programs, and financial products, contributing to a 15% increase in upsell conversions
• Maintained strict adherence to PCI compliance and data security standards, ensuring 100% accuracy in identity verification and account handling
• Documented all customer interactions in CRM systems with a 98%+ quality assurance score
• Delivered onboarding and continuous training to 20+ new hires per quarter, improving team readiness and reducing ramp-up time by 25%
• Designed and updated training materials, aligning with policy and product changes to ensure 100% training accuracy and compliance
• Conducted call monitoring and performance evaluations, providing coaching that improved agent QA scores by 15–20%
• Facilitated workshops on communication, de-escalation, and system navigation, enhancing team performance and customer experience
• Collaborated with QA and leadership teams to identify performance gaps and implement targeted training solutions
• Served as floor support/SME, assisting agents with escalations and complex account issues in real time
• Mentored new hires during nesting periods, increasing confidence and improving early-stage performance metrics
• Analyzed call trends and feedback to recommend process improvements, contributing to increased operational efficiency

Customer Service Representative - GEICO - Fredericksburg, VA

(2023-04 - 2023-07)

• Managed 70–100+ customer interactions daily via phone, email, and chat, resolving inquiries related to policies, billing, and claims with a 95%+ customer satisfaction rating
• Assisted policyholders with policy setup, renewals, updates, and cancellations, ensuring accuracy and compliance with company and state regulations
• Explained coverage details, premiums, and benefits in clear terms, improving customer understanding and reducing repeat inquiries by 15%
• Processed payments, set up auto-pay, and resolved billing discrepancies, contributing to improved account accuracy and on-time payments
• Guided customers through the claims process, providing status updates and coordinating with adjusters to ensure timely resolution
• Investigated and resolved customer complaints, achieving a high first-call resolution rate and reducing escalations
• Maintained strict adherence to data privacy and compliance standards (e.g., HIPAA/state regulations), ensuring secure handling of sensitive information
• Documented all interactions in CRM systems with a 98%+ quality assurance score
• Identified opportunities to upsell or cross-sell insurance products, supporting customer retention and contributing to team revenue goals
• Collaborated with underwriting, claims, and billing teams to resolve complex issues and improve overall service efficiency

Restaurant Manager - Asian Café - Mineral, VA

(2016-07 - 2021-02)

• Delivered high-quality table service in a fast-paced restaurant environment, ensuring positive guest experiences
• Greeted and seated guests, managed reservations, and optimized table turnover for efficiency
• Handled customer complaints and special requests professionally, improving customer satisfaction
• Assisted in daily restaurant operations including staff scheduling, shift coordination, and workflow management
• Trained new employees on service standards, POS systems, and customer service procedures
• Supported front-of-house staff during peak hours to maintain smooth operations
• Monitored inventory levels and assisted with ordering supplies and restaurant maintenance
• Ensured compliance with food safety, cleanliness, and service standards

Maid/Housekeeping Cleaner - Merrry Maids - Spotsylvania County, VA

(2018-05 - 2019-03)

• Performed comprehensive cleaning of residential properties, including kitchens, bathrooms, bedrooms, and common living areas
• Executed deep cleaning tasks such as dusting, vacuuming, sweeping, mopping, and disinfecting high-touch surfaces to maintain sanitary environments
• Applied safe handling procedures for cleaning chemicals and equipment in compliance with safety and usage guidelines
• Followed detailed client instructions to deliver customized cleaning services based on household preferences and standards
• Maintained high levels of cleanliness and organization, ensuring consistent client satisfaction and repeat service requests
• Managed time effectively to complete scheduled cleaning assignments within required timeframes
• Identified and reported maintenance or safety concerns to homeowners when necessary
• Demonstrated professionalism, reliability, and discretion while working in private residential settings
• Maintained inventory of cleaning supplies and ensured proper usage and replenishment when needed

High school diploma - Spotsylvania High School (2014-08 - 2018-05)