Call Center Inbound

Tanisha Robinson *******.*********@*****.***

480-***-**** 5404 S 28th Ave Phoenix, Arizona 85041

Career Objectives:

To obtain a position within a growing company which will utilize my skills and training in the areas of interpersonal relationships.

Experience:

12/23/2020- Kelly Services Current Job

*** Carvana 10/18/2020- 10/18/2022

•Allstate Inbound call center to protect identity thief

• Chase Bank Inbound call center to follow up with the accounts.

•Copart Assisted with payment and titles from a car auctions.

12/22/2019-12/22/2020 Emcor/ Source Refrigeration

•Emcor assisted vendors with emergency work orders for ice machines, HVAC, refrigeration, heating and fryers.

•Was promoted from Emcor to Source refrigeration with hire pay same job title as Emcor.

10/15/2018- 10/15/2019- Aerotek

•Ring.com Inbound call center following up to set up their home security.

•Ciox Health Customer Service outbound call center to doctors offices to request for medical records.

01/03/2017-06/15/2018 Blue Cross Blue Shield Arizona Advantage Phoenix, AZ 85029

-Inbound and outbound call for Blue Cross Blue of Arizona Advantage.

-DME intake for Banner Home Care

-Reviewing Insurance benefits on their plan for member and changing Primary Care Providers or assigning members to new specialist provider.

-Set up auto payment through member’s checking account.

-Escalation for member’s that qualify for Lower Income Subsidy and speaking

With Social Security.

-Care Management referrals for member’s that could not afford a medication

Or not able to pay for their doctors appointments assigned member’s with a new case manager to seek for other care outside of Blue Cross Blue Shield of Arizona Advantage.

-Monthly meeting to review member’s account at Banner Del Webb Hospital to ensure

Members are being taken care of getting their Wellness Exams, Diabetic Seminars,

Diabetic Seminars, preventive services to make sure members are healthy. Also to decrease member’s needing to go to the doctor occasionally rather than often.

-View member medication to make sure they’re getting the correct doses each month or if member needed an override calling the pharmacy to make sure they have the request for pick up.

06/20/2017- 01/2018 Health Plan One Phoenix, Arizona 85029

-Inbound and outbound call center for Blue Cross Blue Shield of Michigan.

-Provide member with empathy first response

-Warm transferred member to the correct department if needing assistance outside of what I can provide member.

-Set up call back appointments for members if needed.

-Advised member that Blue Cross Blue Shield of Michigan practice with the secret shoppers and HIPPA.

-Floor support for new hires with any questions or concerns while Supervisors are in a meeting or providing training to other employees.

-Follow all guidelines and procedures Blue Cross Blue Shield of Michigan has to offer.

07/15-03/03/2016 Convergys Phoenix, Arizona 85041

-Inbound and outbound call center for Sprint

-Welcome call department verify Sprint account with customer

-Assisted customer with questions about billing information

-Add and remove apps from customer account and current charge of new bill

-HIPPA procedure

-Empathy as much as possible

-Monitor call and analyze how to make sure every call is assisting customer to our best ability

06/12-06/15/2015 Fiserv Phoenix, Arizona 85032

-Inbound call center for customer needing to make payment through phone

- Process payment using credit card or checking account

-HIPPA procedure

-Conference call to the bank to verify customer’s account to have funds released for payment

-Confirmed with customer confirmation number

-Escalated calls if needed to the proper department that is willing to assist customer

-Design team building activities for better call flows and handle time lower.

12/11 – 03/05/2012 Medix Staffing Solutions / Caremark Phoenix, Arizona 85040

· Inbound Call center for clients ordering their medications over the phone

· Assisted the customer with a friendly greeting over the phone

· Provide accurate information for customer that needed a warm transfer to the supervisor.

· Make sure all documents weren’t out (HIPPA)

· Also placed orders for lost or damaged medications also expedite order when needed.

· Ran orders through credit card or through checking or saving accounts.

06/10- 04/16/2011 UMOM New Day Centers Domestic Violence Program Phoenix, Arizona 85008

· Prepare reports and complete appropriate documentations as required.

· Assist with intakes process, various client needs, and support clients with compliance of shelter exceptions.

· Provide childcare

· Inventory, clean, and prepare rooms when client vacates.

· Monitor meals, community service hours, and other clients activities.

· Provide assistance with client emergencies.

· CPS, Fire Department, Paramedics and Police as needed.

10/08-04/15/2008 Ampco System Parking Cashier/ Attendant Phoenix, Arizona 85004

· Cleaned Restrooms

· Swept and mopped floors

· Disposed of litter and debris

· Informed supervisor of safety hazards

· Assisted supervisor with special projects.

· Ran credit card procedures

Volunteer:

2006-2008 Serving the homeless Various shelter in the valley Phoenix, Arizona

Going to various shelters with my youth group to serve meals to homeless families.

Education:

Kaplan College: February 2010 –April 2010

South Mountain Community College: August 2008- December 2008

Skills/ Additional Training:

· Microsoft Word

· Microsoft Excel

· Microsoft PowerPoint

· Type: 45 WPM

· Maintains current CPR/First Aid certification

· Fingerprint Clearance Card

· Filing

References:

Tina Raiford Manager 480-***-**** 4 years

Tyra Smith Co- Worker 314-***-**** 5 years

DeAndre Thomas Co- Worker 480-***-**** 4 years

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