Call Center Customer Care

TIWANA WHITNEY

MOTIVATED AND SKILLED CLIENT-CENTRIC PROFESSIONAL

Lithonia, GA 678-***-**** ************@*****.***

EXPERIENCE

*/****-*******

ADMINSTRATION ASSIST, WHITNEY FAMILY LLC.

UTHONIA, GA

> Administer inbound and outbound phone calls; respond to customer calls, emails and letters and

provide detailed, efficient and accurate resolutions.

> Schedule pickups and deliveries

> Assist with payroll

04/2017 — 7/2023

CUSTOMER CARE SPECIALIST, NATIONAL VISION INC

DULUTH, GA

> Administer and reduce a high volume of inbound and outbound phone cals in a call center

environment; respond to customer calls, emails and letters and provide detailed, efficient and accurate

resolutions.

> Assist and mediate for all customers; summarize, research, collaborate and efficiently resolve escalated

complaints filed through public service agencies (Better Business Bureau, Attorney General, Consumer

Protection, etc.).

> Generate documentation and resolve high-volume of customer calls in the ticketing system, manage

caseload efficiently and connect callers with other relevant departments.

> Facilitate and schedule specialty appointments, verify and expedite customer orders through company

portal, validate prescription information, coordinate Health Information requests, update information on

spreadsheets, process claim and refund requests.

> Work within company framework and regulations; stay abreast all call center operations, remain

familiarized with available discounts/offers, participate in daily virtual meetings and training sessions,

maintain confidentiality and adhere to HIPAA regulations.

09/2015 — 04/2017

RECEPTIONIST, NATIONAL VISION INC.

SNELLVILLE, GA

> Administered multi-line incoming/outgoing phone calls, provided excellent customer service and

welcomed all patients; provided an efficient check-in experience

> Organized patient flow process for all appointments, scheduled appointments, verified insurance

Information and coverages, confirmand patient benefit coverage

EDUCATION

COMMERCE HIGH SCHOOL,

Springfield, MA (1990)

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