Customer Service Social Media

Tiffany Johnson

*************@*****.*** 727-***-**** Temple Terrace, FL

SUMMARY

Seasoned professional with 18 years in customer service and support roles, seeking a Claims Specialist I position. Skilled in insurance-related customer interactions, training in data entry, and claims processing. Expertise in problem resolution and maintaining high customer satisfaction in high-volume call environments. WORK EXPERIENCE

Associated Couriers LLC Tampa, FL

Medical Courier Driver Apr 2023 - Present

• Ensure timely and accurate completion of required paperwork for shipment processing.

• Conduct reliable transport of medical specimens across multiple pick-up points, adhering to strict delivery schedules.

• Facilitate the distribution of medical supplies to various healthcare offices, maintaining professional interactions with dispatchers, management, and colleagues. Concentrix Tampa, FL

Claims Specialist (Remote) Nov 2019 - May 2022

• Evaluated insurance claims to ascertain eligibility and coverage in accordance with policy guidelines.

• Delivered high-quality customer service by assisting clients through the claims process and resolving concerns.

• Investigated claims by collecting evidence, conducting interviews, and reviewing pertinent documents.

• Kept meticulous records of claims activity, including documentation of communications and resolutions.

• Collaborated with underwriting, legal, and risk management teams to achieve thorough claim resolutions.

• Detected and documented potential fraudulent claims for further investigation. Respondology Tampa, FL

Social Media Evaluator Oct 2018 - Jan 2022

• Assessed social media content for alignment with relevancy and appropriateness criteria.

• Classified Tweets according to established response strategies and brand messaging guidelines.

• Maintained brand integrity by thorough verification of content before approval or removal.

• Verified the consistency of social media posts with brand standards and strategic objectives.

• Evaluated trends in social media to enhance content categorization and response approaches. Convergys At Home Tampa, FL

Customer Service Representative (Remote) Mar 2016 - Oct 2018

• Provided prompt and accurate support in response to a high volume of inbound customer inquiries, improving client service experiences.

• Resolved customer account issues by applying knowledge of the PayPal application, ensuring effective technical problem resolution.

• Offered empathetic assistance to customers, enhancing the quality of interactions and fostering positive customer relationships.

• Aided in diagnosing and resolving account-related complications, ensuring uninterrupted access to application services for users.

• Participated in creating a conducive environment for customer communications, boosting overall satisfaction with the service.

Sutherland Global Services - CloudSource Tampa, FL Customer Service Representative (Remote) Oct 2015 - Jan 2016

• Provided exemplary customer service by efficiently addressing inquiries regarding product availability and order status, ensuring a positive experience and maintaining high satisfaction levels.

• Demonstrated problem-solving prowess by resolving customer complaints promptly, often achieving resolution on initial contact, and minimizing the need for issue escalation.

• Streamlined order processing, enhancing customer satisfaction and reducing response time. The Waffel Baker Atlanta, GA

Inside Sales Representative May 2013 - Apr 2014

• Addressed customer inquiries promptly, providing accurate information on products and pricing.

• Surpassed sales targets through effective customer engagement and needs assessment.

• Analyzed customer queries to provide precise product information, fostering trust.

• Maintained high accuracy in product knowledge, ensuring all customer queries were resolved with precision. The Home Depot Customer Contact Center Tampa, FL

Inside Sales Representative/Customer Service Rep Aug 2006 - Jan 2009

• Coordinated installation schedules and managed special order processes, improving customer experience.

• Utilized in-depth product knowledge to effectively sell flooring and hot water heater solutions.

• Surpassed call volume benchmarks, handling over 300 calls weekly and maintaining a top 10 sales performance ranking.

• Processed customer payments efficiently and accurately.

• Maintained rigorous order tracking to ensure delivery accuracy and elevate customer satisfaction levels. Global Information Group/Misner Inc Tampa, FL

Customer Service Rep/Skip Tracer Feb 2004 - Jul 2006

• Conducted in-depth research and skip tracing to successfully identify and secure liens on personal assets.

• Employed a variety of databases, including Accurint and Experian, to gather and analyze information for asset location purposes.

• Enhanced lien securing processes, reducing search times and increasing efficiency.

• Facilitated team access to key databases, boosting overall productivity in asset recovery. Signature Group Tampa, FL

Sales Associate/Telemarketing Mar 2000 - Jul 2003

• Communicated product benefits to potential clients, resulting in successful telephone-based sales conversions.

• Developed personalized sales approaches to address specific customer requirements, improving overall client satisfaction.

• Consistently performed a high volume of cold calls, reaching an average of 200 calls daily to expand customer base.

Total Research Tampa, FL

Telephone Research Interviewer Jul 1998 - Dec 1999

• Conducted thorough telephone surveys to gather valuable customer insights, ensuring accurate data collection for company analysis.

• Managed a high volume of outbound calls, consistently achieving over 75 calls daily to engage participants in research initiatives.

EDUCATION

C E King High School

High school diploma

Tampa, FL

May 1993

CERTIFICATIONS

HIPPA CERTIFIED May 2023

SKILLS

Customer Service • Customer Care • Customer Support • Call Center • CSR • Inside Sales • Telemarketing • IT Support • iOS • Technical Support • Remote Access Software • Operating Systems • Microsoft Office • Microsoft Word • Data Entry • 10 Key • Dual Monitors • Email • Chat Support • Courier • Data entry • Active listening • Patience • Typing • Claims Processing • Insurance Processing

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