Tina Dennie

**** ******** ****. #****

Dallas, Texas 75252

(Cell) 214-***-****

adri58@r.postjobfree.com

Work Summary

Customer Support Representative

Objectwin (contact with discovery+)

**/**/** – Present

● Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals

● Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment

● Deliver world-class, proactive customer service to internal and external stakeholders

● Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms

● Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance

Tier 2 Customer Service Representative

Recruiter.com/24.7ai

12/2019 – 03/2021

● Provides customer service support for clients with sales and services using web-based systems for Internet, Wireless, TV services.

● Provide a high level of customer service support when handling customer complaints and questions concerning new services and present services.

● Provide accurate information on troubleshooting any technical issues customers may be having with TV apps, internet in a timely manner.

● Handle all confidential information within the guidelines CCPA

● Proper documentation of each customer’s account within the policy and guidelines of 24/7ai. Benefits Customer Service Representative

Apex Systems (contract with Willis Towers Watson)

10/2019 – 12/2019

● Provides customer service support for client pension and/or health and welfare plans using web- based systems for tracking, information gathering and troubleshooting issues

● Provide a high level of customer service support when handling customers’ questions/complaints in respect to defined benefit pension and/or health and welfare plans.

● Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)

● Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities

● Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements CSR

Burlington Coat Factory Irving, Texas

Tina Dennie

7720 McCallum Blvd. #2110

Dallas, Texas 75252

(Cell) 214-***-****

adri58@r.postjobfree.com

11/2018 – July 2019

● Shipping and receiving

● Sales associate

● Recovery

CSR

Koby Marketing Irving, Texas

07/2018 - 09/2018

● Answer all incoming inquiries directed to you in various media channels (phone, email, chat)

● Communicate in a clear, concise, and helpful manner both verbally and in writing

● Take ownership of customer inquiries and guide them through to final resolution.

● De-escalate the majority of customer inquiries through effective communication and problem- solving skills

● Efficiently use all internal systems and resources

● Escalate any issues or concerns that are unable to be resolved through normal efforts Quality Assurance Specialist

Schryver Medical LLC, Euless, Texas

04/2016 – 01/2018

● Investigate all complaints from Facilities concerning employees, lab results or lab collection with in the Schyrver Medical Compliance outline.

● Handled quality assurance in all of Texas and Oklahoma

● Create Error Correction reports when needed.

● Create Occurrence Reports

● Inform Facilities, Schryver Medical Supervisors, and upper management of the final outcome of the investigation.

● Report HIPPA Violations to upper management & CMS CSR

Metrostat Diagnostic Services

03/15 – 04/16

● For all Facilities to trouble shoot all issues

● Support all outside Sales Representative's with any issues with their accounts.

● Help clients with entering orders into the system

● Help facilities/doctors obtain lab reports.

Office Manager

Portable Diagnostic Services, Inc., / Diagnostic Image Plus 6/2008 – 03/2015

● Medical Billing Coordinator: CMS/Novitas, Medicaid, Molina & other Major Medical Insurance for both Primary Secondary & Tertiary.

● Medical Coding

● Posting Insurance Payments. Review insurance claims and adjust

● Office Manager of 50 employees.

● Sole manager of both companies and employees, reported back to upper management

● Set up appointments for facilities

● Stepping in as needed in absence of the Owner/Upper management for up 3 months at a time Bone Marrow Senior Data Analyst

Tina Dennie

7720 McCallum Blvd. #2110

Dallas, Texas 75252

(Cell) 214-***-****

adri58@r.postjobfree.com

Baylor Medical Center of Dallas, Dallas Texas

03/2007 – 06/2008

● Supervisor of 6 analysts

● Responsible for researching all Bone Marrow Transplant Pre & Post Transplant annually and report to CIMBRT

● Document all medications, rejections or other Medical issues to CIBMTR concerning out come if Transplant.

Kidney Pancreas Data Analyst, Level 2, Transplant Office/ Lead Medical Surgical Administrative Assistant – 4BT

Methodist Dallas Medical Center

11/2000 – 03/2007

● Selected for promotion to specially created transplant data analyst position

● Noted for calm demeanor and ability to stay focused during intensely stressful events ● Administrated 40-bed surgical unit as lead administrative assistant Kidney Pancreas Data Analyst, Level 2, Transplant Office

● Lead Medical Surgical Administrative Assistant.

● Implemented Meditech and Spectra Link as primary leader.

● Developed expertise in many technical medical procedures.

● Routinely requested by VIP clients and physicians.

● Chaired, GIFTED Organ Transplant Committee, Methodist Dallas Medical Center.

● Assisted with planning CEU offerings, Methodist Dallas Medical Center.

● Documented accurately to obtain 100 % reimbursement of care

● Scheduling appointments for office visits

Education/Certification:

• Basic Transplant Education, 10/2005, Methodist Dallas Medical Center

• Certified Nurse Assistant, 1998

• CPR Certified, 1986

• Phlebotomy, EKG, Blood Sugar, and Stress Test Certified, 2001

• Medical Billing/coding w/major insurances, CMS/Novitas & Private billing w/facilities. Accomplishments: .

• Medical Coding

• Posting Insurance payments

• Review insurance claims and make adjustments

• Selected for promotion to specially created transplant data analyst position

• Noted for calm demeanor and ability to stay focused during intensely stressful events

• Administrated 40-bed surgical unit as lead administrative assistant

• Implemented Meditech and Spectra Link as primary leader

• Developed expertise in many technical medical procedures

• Routinely requested by VIP clients and physicians

• Co-Chaired, GIFTED Organ Transplant Committee, Methodist Dallas Medical Center

• Assisted with planning CEU offerings, Methodist Dallas Medical Center

• Documented accurately to obtain 100 % reimbursement of care

• Assumed responsibility for payables/receivables, product ordering, timecards, scheduling/training

• Office Manager of 50 employees

• CSR for over 50 facilities

• Appointment setting for both office and home visits Tina Dennie

7720 McCallum Blvd. #2110

Dallas, Texas 75252

(Cell) 214-***-****

adri58@r.postjobfree.com

Skills

• Excellent problem-solving abilities

• Excellent communication skills

• Excellent Customer Service Skills

• Noted for calm demeanor and ability to stay focused during intensely stressful events.

• Mets deadlines in timely manner.

• Detail oriented.

• Self-Starter

Tina Dennie

7720 McCallum Blvd. #2110

Dallas, Texas 75252

(Cell) 214-***-****

adri58@r.postjobfree.com

• Excellent work ethics

Contact this candidate