This document is a resume for Marily Ayala. It summarizes her skills and 20+ years of experience in customer service, collections, sales, and administrative roles. Her experience includes work in Medicare regulations, health insurance, and customer service for insurance companies. She is bilingual in Spanish and English and has strong problem solving, de-escalation, and computer skills.

1. Marily Ayala
14035 S Marketview Dr. H304
Bluffdale, Utah 84065
(801) 349-0252
Marily.Ayala@Gmail.com
Skills
• Medicare and CMS
Regulations
Knowledgeable
• Medicare Related
Customer Service
• Health Insurance
Knowledgeable
• Great De-escalation
Skills
• Real Meticulous
• Self-Motivated
• Bilingual (Spanish)
• Problem Solver
• 52 wpm
• Sales (10 years)
• Collections (6 Months)
• Customer Service (20+
years)
• Cashier (10 years)
• Microsoft Office Suite,
Email, Excel, Word
• Makeup Artistry
Training
• Real Estate Familiar
Experience
Client Support Specialist Main Assistant (Internal Promotion) 08/2013 – 07/2015
Towers Watson OneExchange South Jordan, UT
• Prioritized escalated issues, and provided prompt resolution
• Made weekly outbound calls to participants until escalations were resolved, handling 80+
participants at a time
• Deescalate unhappy participants
• Understand and seamlessly perform Senior role when they are out of the office, e.g. respond to
clients via email, resolve escalated issues and pull reports.
• Complete all tasks as assigned by Senior and upper management
• Work with other departments internal and external to resolve complex issues
• Assist participants with understanding their Health Reimbursement Accounts, balances,
procedures and claim filing
• Help understand and facilitate the enrollment process
Customer Service Representative 2 (Full Time) 10/2012 – 08/2013
Towers Watson OneExchange South Jordan, UT
• Schedule appointments for Benefit Advisors to enroll Retirees into Medical Supplement,
Prescription Drug and, Medicare Advantage Plans
• Assist retirees with Health Reimbursement Account questions, Balance, Procedures and Claim
filing

2. • Assist with questions regarding enrollment into Medicare plans as well as any other account
related questions
• Deescalate unhappy participants
Collector 04/2012 – 08/2012
Devcon Security Lindon, UT
• In and Outbound billing calls to collect past due balances
• Negotiated payment arrangements with customers
• Followed up with customers on payment arrangements
• Explained billing history and procedures
• Reinforced contract obligations
Customer Service Agent (Seasonal) 10/2011 – 11/2011
Towers Watson OneExchange South Jordan, UT
• Assist retirees who are losing group coverage transition into Medicare
• Schedule appointments for licensed benefit advisors to contact retirees about enrolling into
Medical Supplement, Prescription Drug and, Medicare Advantage Plans
• Helped retirees with HRA questions and claim filing
• Reviewed applications for accuracy from Benefit Advisors
Customer Service Agent (Seasonal) 10/2010 – 01/2011
Towers Watson OneExchange South Jordan, UT
• Assist retirees who are losing group coverage transition into Medicare
• Schedule appointments for Benefit Advisors to contact retirees about enrolling into Individual
Medical Plans
• Help retirees with Health Reimbursement Account questions and claim filing
• Reviewed applications for accuracy from Benefit Advisors
Customer Service Agent (Temporary) 06/2010 - 09/2010
Dialogue Marketing Orem, UT
• Customer Service for Bank of America Making Home Affordable Loan Modifications
• Analyzed Applications to ensure accuracy
• Took payments for multiple Insurance companies
• Customer service for various credit card companies
Pin Returns/Refunds 08/2007-10/2008
QComm International Sandy, UT

3. • Support for 2nd level Customer Service
• Refund prepaid product purchases to retailers
• Created spreadsheets of pins that had been returned
• Verified prepaid wireless pin status
• Contacted and followed up on returns with business partners through email and phone
• Kept direct contact with ISO's and Merchants regarding their returns
• Ensured customer satisfaction
Education
Stevens Henager College GED 02/2012