Customer Service Representative

Tifinie Mathews

Lithonia, GA ***** 770-***-**** **************@*****.***

Profile

Customer Service Representative I with a successful background in customer service operations within competitive health and communication markets. Proven excellence in driving Operational Performance, Strategic Planning, Client Service Delivery, Organizational Development and Quality Assurance. Emphasis on being a catalyst for change and a driver of results, driven to improve processes and operations. Possess a strong foundation of ethics, high degree of integrity, and commitment to excellence.

Results-driven with operational leadership expertise in turnaround challenges and support situations. Exceptional team builder, motivator, and mentor, able to successfully direct individuals to produce optimum results in pursuit of goals. Expertise in building consensus with all levels of the organization transforming traditional operations and developing processes to enhance company resources and implementing directives achieving strong, sustainable results.

Professional Experience

Kaiser Permanente (KP) 05/2017 – 10/2022

Corporate Office – Duluth, GA

Customer Service Representative I

Team Lead role accountable for handling member inquiries via the call center ACD system and web support. Represents health plan coverage processes by answering and documenting all incoming inquiries to determine need and provide assistance related to specialized product lines.

Member Core: Facility Inquiry, Web Support, Promote KP. Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.

Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.

KPC Billing, 1095 Tax Form, SLP* (escalations to Tier 3).

Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

Facilitates departmental meetings and trainings focused on policies, procedures and compliance surrounding the contact center performance guarantees.

Children’s Healthcare of Atlanta 06/2010 – 5/2017

Main Campus – Atlanta, GA

Trauma Dispatcher

Trauma dispatcher responsible for coordinating drivers and medical crews being directed to medical emergency and medical transport calls for Children’s Healthcare of Atlanta.

Operate functional logistic services of trauma crews being dispatched for medical calls; escalating, communicate and expedite urgent needs to appropriate medical personnel.

Coordinate with patients and medical personnel to resolve concerns and address medical inquiries.

Assess the nature of the medical response needed and level of urgency to identify and coordinate the appropriate trauma crew to dispatch.

GA Department of Juvenile Justice 12/2007 – 6/2010

Metro Regional Youth Detention Center – Atlanta, GA

Correction Officer

Responsible for maintaining security and enforcing rules and regulations while overseeing inmates awaiting trial and serving sentences; performing safety inspections and creating written reports and providing oral reports outlining rule and performance infractions of inmates and staff with respect to admissions, inmate processing and inmate facility transfers.

AT&T Communications 06/2005 – 5/2007

A global telecommunications company, cable and wireless provider based in the US with 177,000+ employees.

BellSouth – Conyers, GA

Sr. Team Lead – Customer Care, South Area Customer Care

Responsible for leading a team accountable for resolving customer concerns involving sales, billing, and repair of wireless phones, internet and cable and DirecTV products while providing employee guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

TIFINIE MATHEWS 770-***-**** **************@*****.*** Page TWO

Verizon Communications 07/2000 – 4/2005

A global telecommunications company and largest wireless provider in the US with annual sales of $131B+ and 150,000 employees.

Verizon Wireless – Alpharetta, GA

Sr. Team Lead – Customer Service, South Area Customer Operations

Served in a lead role for a team accountable for resolving customer concerns via the call center Automatic Call Delivery (ACD) system, as well as via the Work Flow Manager (WFM) Email system regarding quality control issues, billing/pricing concerns, and technical support equipment issues while implementing corporate or departmental policies, procedures, and service standards in conjunction with management directives; carried out performance measurement, monitoring, and evaluation of all agents and operators resulting in improved efficiency, while consistently increasing both quality and customer satisfaction results.

Education and Certifications

High School Diploma, Washington High School, South Bend, IN

Certificate of Cosmetology, South Bend, IN

Computer Skills

Proficient in MS Office (Excel, Word, PowerPoint, Outlook)

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