MARY GOINGS
San Diego,CA
Summary
Motivated professional with 20+ years of experience in customer service, team leadership, and social media support across e-commerce, hospitality, and consumer electronics. Currently pursuing education in Medical Billing and Coding to transition into the healthcare industry. Known for strong communication, problem-solving, and process improvement skills. Proven ability to lead teams, manage high-volume inquiries, and resolve escalations while delivering exceptional customer experiences. Eager to apply my transferable skills in a new, meaningful career path within healthcare administration.
Overview
18
18
years of professional experience
Work History
Concierge Customer Service
Blue Shield of California
San Diego, CA
09.2025 - Current
- Delivered high-level concierge support for members of Blue Shield of California, specializing in claims resolution and benefit interpretation
- Analyzed, researched, and resolved complex claims issues, including billing discrepancies, denials, and adjustments
- Provided expert support for Medicare plans, including GMAPD and Supplemental Medicare, ensuring accurate guidance on coverage, enrollment, and compliance
- Assisted frontline representatives by troubleshooting escalated cases and offering real-time guidance on policies and procedures
- Collaborated across departments to ensure timely resolution of member concerns and enhance service quality
Customer Service Manager (Remote)
VitaCup
San Diego
09.2021 - 06.2025
- Led customer service operations at VitaCup, enhancing customer satisfaction and retention.
- Managed a team of customer service representatives, providing coaching and performance feedback.
- Developed training materials to onboard new team members effectively.
- Collaborated with cross-functional teams to address customer feedback and improve product offerings.
- Implemented process improvements, resulting in a 20% reduction in response time.
Customer Service Representative (Remote)
VitaCup
San Diego
05.2019 - 09.2021
- Handled high-volume customer inquiries, providing timely and effective resolutions.
- Utilized Zendesk and Gorgias to streamline support processes and enhance customer satisfaction.
- Collaborated with cross-functional teams to improve service delivery and product knowledge.
- Analyzed customer feedback to identify trends and implement improvements.
- Supported social media engagement strategies to boost brand presence and customer interaction.
Customer Experience Social Media Advocate (Remote)
Whistle Labs
San Diego
05.2015 - 05.2019
- Advocated for customer needs across social media platforms, enhancing brand loyalty and customer engagement.
- Resolved customer inquiries and escalations through effective communication and problem-solving strategies.
- Collaborated with cross-functional teams to improve product offerings and address customer feedback.
- Analyzed customer interactions to identify trends, driving improvements in service delivery.
- Developed and maintained knowledge base articles to empower customers and streamline support processes.
Front Office Supervisor/Agent
Hyatt Hotels
San Diego
10.2014 - 05.2015
- Supervised front office operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored team members to enhance service quality and operational performance.
- Coordinated with departments to streamline communication and address guest needs promptly.
- Managed inventory and supplies, optimizing resource allocation for front office activities.
- Implemented customer feedback mechanisms to improve guest satisfaction.
Guest Services Agent
Hotel Del Coronado
Coronado
11.2007 - 11.2014
- Managed front desk operations and provided exceptional customer service to guests during their stay.
- Handled guest inquiries and resolved issues promptly, ensuring a positive experience.
- Coordinated with housekeeping and maintenance teams to address guest needs efficiently.
- Trained new staff on customer service protocols and hotel policies.
Education
Certification - Medical Billing & Coding
DeVry University
San Diego09-2026
Master of Business Administration (MBA) -
Independence University - Online
San Diego, CA06-2017
Bachelor of Science - Respiratory Therapy
California College
San Diego06-2012
Skills
- Customer Service
- Communication Skills
- Microsoft Office
- Zendesk
- Gorgias
- Shopify
- Stripe
- Recharge
- Skio
- Brightpearl
- Amazon Seller Central
- Walmart Seller Central
- Slack
- Power Reviews
- Shield Advisor
- Facets
- Microsoft Teams
Timeline
Concierge Customer Service
Blue Shield of California
09.2025 - Current
Customer Service Manager (Remote)
VitaCup
09.2021 - 06.2025
Customer Service Representative (Remote)
VitaCup
05.2019 - 09.2021
Customer Experience Social Media Advocate (Remote)
Whistle Labs
05.2015 - 05.2019
Front Office Supervisor/Agent
Hyatt Hotels
10.2014 - 05.2015
Guest Services Agent
Hotel Del Coronado
11.2007 - 11.2014
Bachelor of Science - Respiratory Therapy
California College
Certification - Medical Billing & Coding
DeVry University
Master of Business Administration (MBA) -
Independence University - Online