Customer Service Management

Tiffanie G. Whitaker

** **** ******, * ***** ( West Orange, NJ 07052 ( 727-***-**** (

********.********@*****.***

Objective

A truly committed professional with the ability to exhibit exceptional

interpersonal, communication and account management functions, seeking a

position that can enhance my skills and build rapport with all levels of

management.

Professional Experience

Progressive Insurance - Parsippany, NJ - October 2, 2013 - Present

Claims Administrative Support Specialist Int.

. Serve as an administrative supports in the PCS department by ordering

police reports and sending out denials, Reservation of Right letters,

delay letters, and Acknowledgment letters to our insured and the

claimants.

. Manage essential office and administrative functions with a strong

multitasking ability which is an immense support in keeping our claims

branch office running efficiently.

. Maintain inventory of office supplies; prepare, open, and distribute

mail, faxes and all FEDEX/UPS packages.

. Assist branch customers with title draft exchanges, check releases,

power of attorney forms, notary services and general questions.

. Check Carrier Discovery request for vehicle identification numbers,

registration, and additional insurance policies.

. Aid at creating a positive and organized office environment with

providing outstanding customer service.

Process Systems Enterprise, (Adecco) - Cedar Knolls, NJ - May 10, 2013

-June 19, 2013

Administrative Account Consultant - (Contract)

. Updated local and global academic accounts to promote accuracy and

clarity within the company systems.

. Confirmed lead contacts by way of phone and emails for the research and

teaching portion of the process model software.

. Streamlined the licensing database, Sales Force and individual account

information of over 5200 inquires within an aggressive deadline.

. Organized common office areas for efficient employee use, prepped

meeting materials, and compiled progress reports.

UnitedHealth Care - Tampa, FL - January, 2007- November, 2012

Issue Resolution Analyst - April, 2012- November, 2012

. Review daily account audits for defects within the North East provider

service site and validate as needed.

. Utilize Audit Resolve Software to serve as initial point of contact for

auditors and the management team.

. Review and reconcile monthly audit data and compile reports, analysis,

and graphs.

. Daily management of the SharePoint site to update new defects and

monitor the root cause of each issue

. Meet with management and auditors weekly to analyze and discuss follow

up with remediation topics.

. Coordinate quality measurement programs.

Service Request Analyst - September, 2010- November, 2012

. Manage daily service request spreadsheets to resolve inappropriate

service request.

. Compile daily inventory and follow up reports for final review by

management.

. Delegate service request and manage production for a team of up to

seven agents.

. Find process enhancements to promote first call resolution.

. Upload findings in a secured database shared between provider and

member sites.

. Facilitate workshops to help streamline system processes.

Coach / On the Job Trainer - January 2010 - August 2010

. Managed a team of five agents during the new hire onboarding.

. Provided management to representatives with call workflow, inquiries

and provided back up support to call center as needed.

Provider Phone Representative - January 2007- January 2010

. Provided customer service with benefit and eligibility information.

. Provided customer service with billing and payment issues.

. Provided customer service in customer material requests and physician

assignments

. Provided customer service with authorizations for treatment and

Explanation of Benefits (EOB)

Skytop Lodge Resort - Skytop, PA - May 2005 - October 2006

Front Desk Agent

. Organize, confirm, process, and conduct all guest check-ins/check-

outs:

. Secure payment; verify and adjust billing.

. Process all guest requests and relay messages.

. Identify and explain room features to guests.

. Supply guests with directions and information regarding property

amenities, services, hours of operation, and local areas of interest.

. Run and review daily reports/logs

. Complete designated cashier and closing reports in the computer system

and secure a bank.

. Process all payment types, adjustment vouchers, paid-outs, correction

vouchers, and miscellaneous charges.

. Comply with quality assurance expectations and standards

Education

University of Phoenix

Bachelor of Science Degree of Finance - 2011

American InterContinental University

Associates Degree Business Administration - 2007

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