Mark Mapili

• Assisted providers with inquiries regarding policy details, coverage limitations, and authorization
requirements.
• Reviewed insurance claims and investigated reasons for claim denials, rejections, or payment discrepancies
and explained payment determinations based on policy guidelines.
• Collaborated with internal departments to expedite claim resolutions to improve provider satisfaction.
• Delivered professional and high-quality customer service while managing high call volumes and performance
metrics.

• Assisted customers in understanding their wireless plans, features, charges, and account details.
• Resolved billing disputes and explained monthly charges, fees, and payment options.
• Promoted and sold mobile devices, service upgrades, additional lines, and value-added products.
• Diagnosed basic technical concerns and performed troubleshooting. And Effectively handled customer
complaints and escalations while maintaining a high level of professionalism and customer satisfaction.

• Maintained efficiency in a fast-paced, high-pressure environment.
• Followed strict quality, safety, and hygiene standards.
• Collaborated with team members to ensure smooth daily operations.
• Demonstrated reliability, adaptability, and strong work ethic.