Customer Service Support Specialist

Tiffany Rosser

*************@*****.*** 434-***-**** Danville, VA

SUMMARY

Highly motivated and client-focused professional with over 4 years of experience in customer engagement, support services, and financial operations, specializing in remote environments. Adept at resolving complex customer inquiries with efficiency and empathy, while maintaining a high standard of professionalism and data integrity. Proven ability to navigate diverse CRM systems and Microsoft platforms, with a strong background in healthcare screening, debt resolution, and service coordination. Committed to delivering seamless customer experiences and contributing to organizational success through adaptability, clear communication, and results-driven support. WORK EXPERIENCE

Conduent (Humana) Remote

Remote Healthcare Benefits & Care Support Specialist Jun 2024 - Present

• Analyzed individual patient cases to deliver personalized support and guidance.

• Facilitated patient access to medical services by collaborating with healthcare providers.

• Ensured patients received appropriate care by advocating for their needs within insurance and healthcare frameworks.

• Monitored patient care plans and adjusted strategies to enhance health outcomes and satisfaction.

• Educated patients on health maintenance and disease prevention to promote self-care.

• Resolved patient inquiries and concerns with empathy, upholding excellence in customer service.

• Coordinated with multidisciplinary teams to implement care solutions tailored to patients' health goals.

• Maintained accurate patient records, adhering to privacy regulations and using CRM DigTool.

• Engaged in ongoing professional development to remain abreast of healthcare trends and practices.

• Contributed to team objectives, enhancing collaborative efforts.

• Managed pharmacy-related tasks, including claims, benefits, eligibility, and RX Medicare stage coverage explanations, and facilitated OTC pharmacy orders. ResultsCX (BlueCross BlueShield) Remote

Remote Medicare Support & Screening Coordinator Nov 2023 - May 2024

• Maintained a comprehensive customer database, ensuring high levels of data integrity and accuracy.

• Effectively resolved customer inquiries related to Medicare services, consistently achieving satisfactory outcomes.

• Coordinated the scheduling of customer appointments with licensed agents, leveraging Microsoft and other software systems for efficiency.

• Monitored and screened passengers to ensure adherence to safety and security protocols regarding baggage and onboarding materials.

• Managed complex information with a strong emphasis on record keeping and quality control.

• Addressed and deterred unauthorized entry by challenging suspicious individuals accessing restricted areas.

• Maintained exceptional customer service standards throughout the screening process. PRA Group Danville, VA

Debt Resolution Specialist & Training Coordinator Dec 2021 - Nov 2023

• Negotiated payment plans consistent with individual financial situations, ensuring compliance with the Fair Debt Collection Practices Act.

• Ensured customer data integrity through meticulous management of account information systems.

• Conducted comprehensive financial assessments to determine underlying causes of delinquency, aiding in effective debt resolution.

• Investigated and rectified account discrepancies, optimizing the accuracy of customer balances.

• Addressed customer inquiries and complaints with strong interpersonal communication, promoting client satisfaction.

• Compiled and relayed account status reports to creditors, providing updates on collection efforts for delinquent accounts.

• Employed persuasive communication techniques to encourage debtors to resolve outstanding balances, demonstrating patience and persistence.

Subway Danville, VA

Team Lead – Food Service & Training Jul 2019 - Nov 2021

• Provide outstanding customer service to enhance dining experience.

• Articulate menu knowledge to customers, explaining offerings and pricing.

• Execute accurate financial transactions, ensuring register accuracy at all times.

• Uphold strict adherence to food safety and cleanliness standards in compliance with health regulations.

• Apply company safety policies, utilizing kitchen equipment safely and effectively.

• Demonstrate meticulous cash handling, achieving a record of zero discrepancies.

• Leverage bilingual abilities to expedite order processing and improve customer interactions. EDUCATION

George Washington High School

High school diploma, Criminal Justice

Danville, VA

April 2016 to May 2020

SKILLS

Communications • Cash Handling • Customer Service • Filing • Telephone Skills • Spreadsheets • Excellent communication skills • Data entry • Problem-solving • Adaptability • CRM tools

Contact this candidate