Open to opportunities

Mary Jean

@maryjean

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Experienced customer service and administrative professional with bilingual (English/Creole) strength.

United States

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What I'm looking for

I seek a client-focused role in a collaborative, supportive organization where I can apply bilingual customer service, administrative leadership, and process-improvement skills to improve outcomes and efficiency.

I am a seasoned customer service and administrative professional with over 10 years of experience across high-volume offices, call centers, and healthcare settings, dedicated to delivering exceptional client support and operational reliability.

My background includes roles in peer support, office management, and senior customer service where I consistently exceeded satisfaction and SLA goals, implemented process improvements adopted by leadership, and managed sensitive client documentation in compliance with HIPAA.

I bring strong technical proficiency with Microsoft Office 365, CRM systems, Zendesk, website management, and data-entry accuracy (50+ WPM), paired with proven abilities in scheduling, bookkeeping, reporting, and team leadership.

I am bilingual in English and Creole, adept at advocacy and retention strategies, and committed to contributing empathy, analytical thinking, and proactive solutions to support organizational goals and client outcomes.

Experience

Work history, roles, and key accomplishments

Peer Specialist

New Horizons Community Health Center

Mar 2022 - May 2025 (3 years 2 months)

Provided peer support and mentorship for individuals with mental health and substance use challenges, facilitated group and one-on-one sessions, and collaborated with clinical teams to develop individualized care plans while maintaining HIPAA-compliant documentation.

Peer Support Facilitation Facilitation HIPAA Case Documentation Client Advocacy Mental Health Support

Customer Service Specialist

Inktel Contact Solutions

Nov 2020 - Mar 2022 (1 year 4 months)

Resolved customer inquiries via chat, email, and phone with emphasis on first-contact resolution, processed orders and audits, and recommended service process improvements adopted by leadership.

Customer Support Order Processing SLA Management Zendesk CRM Systems Process Improvement Email Support

Office Manager

Regeneration Financial Services

Jan 2016 - Dec 2020 (4 years 11 months)

Directed daily office operations including staff supervision, scheduling, bookkeeping, audits, and client relations while developing internal procedures and supporting marketing initiatives.

Office Management Scheduling Bookkeeping Audit Staff Supervision Reporting Travel Coordination

Senior Customer Service Rep

iQor

Oct 2009 - Sep 2015 (5 years 11 months)

Handled complex customer disputes focused on retention and satisfaction, maintained accurate customer records, and partnered with management to implement policy and service improvements.

Customer Retention Dispute Resolution Data Entry CRM Phone Support Email Support Policy Implementation

Education

Degrees, certifications, and relevant coursework

Miami Dade College

Coursework, Psychology

2023 -

Undertaking coursework in Psychology of Addiction to supplement clinical knowledge and support work with individuals experiencing substance use challenges.