Customer Service Medical
Resume:
Tawanda Thomas
**** *** ***** **** *******, VA **831 804-***-**** abk9hs@r.postjobfree.com
Objective
To obtain a position with an established company that will utilize my experience and skills and offer advancement
opportunities.
Profile
Motivated, personable business professional with an Associate’s degree and a successful 15-year track record of
customer service. Talent for quickly being proactive in solving problems. Diplomatic and tactful with professionals
and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of
producing accurate, timely reports meeting stringent HMO and insurance guidelines. Flexible and versatile – able to
maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural
differences. Thrive in deadline-driven environments. Excellent team-building skills.
Skills Summary
• •
Frontline Management Computer Savvy
• •
Written Correspondence Customer Service
• •
General Office Skills Scheduling
• •
Front-Office Operations Insurance Billing
Employment History
Management: bcc call center supervisor 02/2007 - Present
Vangent, Inc.
701 Liberty Way
Chester, VA. 23836
Junita Goode
abk9hs@r.postjobfree.com
804-***-**** ext. 15078
4 years call center supervisor experience, working in a leadership capacity. My experience allows me to be proactive
and influential as a leader. I apply these skills to develop, manage, train and coach all subordinates assigned to my
team.
• Provide departmental leadership in various functional areas.
• Responsible for supervision of employees to assure productivity, quality and timeliness of work in the
completion of assigned projects and departmental goals.
• Document all disciplinary actions based on employee conduct and performance to develop each individual on
a professional level.
• Conduct small-group meetings.
• Access database to update employee attendance tracker.
• Complete and deliver monthly, midyear and annual employee performance reports.
• Conduct monthly monitor checks for reporting CSR to ensure they maintain 100% quality metrics.
• Participate with interview and recommendation of call center staff.
Customer Service: Senior Representative 04/2006 – 02/2007
Vangent, Inc.
701 Liberty Way
Chester, VA. 23836
Junita Goode
abk9hs@r.postjobfree.com
804-***-**** ext. 15078
Employment History
Tawanda Thomas
Senior Representatives are responsible for providing assistance to CSR’s regarding scripting, and other actions needed
to assist the beneficiaries. Senior Representatives act as first level supervisors on the phone to serve as instructors,
advisors and mediators for all levels of calls.
• Oversee front-office operations in lieu of supervisor and provide impeccable customer service:
• Provide leadership and guidance in all processing activities.
• Assume coordination responsibility for team in the absence of supervisor.
Customer service: csr 09/2005 – 04/2006
Vangent, Inc.
701 Liberty Way
Chester, VA. 23836
Junita Goode
abk9hs@r.postjobfree.com
804-***-**** ext. 15078
Tier I CSR provided information to beneficiaries related to plan coverage, enrollment and claims.
• Responded to incoming calls to explain benefits package.
• Completed enrollments.
• Reviewed processed claims.
HEALTHCARE: DATA ASSISTANT 10/2004 – 02/2005
Henrico Doctor’s Hospital
7200 E. Parham Rd
Richmond, VA 23294
Joan McDonnough
http://www.hcavirginia.com
Data assistant provided secretarial coverage for the nursing unit.
• Maintained patient files.
• Data entry
• Managed front desk
3306 New Found Lane Chester, VA. 23831 804-***-**** abk9hs@r.postjobfree.com
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Tawanda Thomas
HEALTH CARE: UNIT CLERK 09/1988 – 09/1997
Veterans Medical Center
50 Irving St. N.W.
Washington, D.C. 20422
Benita Liu
http://www.washingtondc.va.gov/
Unit clerks served as frontline communication for patient and visitors. Unit clerks worked in close proximity
with the doctor’s, nursing staff and medical technicians; assisting with the day-to-day operations of a hospital.
• Successfully trained 15+ clerks in different areas of the medical sector (Surgical, ICU, Psychiatry, etc.).
• Prepared charts for admission, discharge, transfer and coding.
• Ordered supplies for the unit.
• Answered incoming calls (100+) daily.
• Maintained patient files and database record to keep accounts current.
Education
STRAYER UNIVERSITY – Chesterfield, VA
Bachelor in Business Administration - EGD 12/2015 GPA: 3.0/4.0
COMPUTER LEARNING CENTER – Alexandria, VA
Associate’s Degree in Computer Configuration & Repair, 1998 GPA: 3.71/4.0
3306 New Found Lane Chester, VA. 23831 804-***-**** abk9hs@r.postjobfree.com
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