Customer Service Specialist with 10+ Years Experience
Resume:
Tasha Phillips
Customer Service Specialist
Contact
Pembroke Pines, FL 33026
********.*********@*****.***
Objective
A dedicated and service-oriented professional with over 10 years of experience providing exceptional customer service in fast-paced environments. Committed to delivering
compassionate, respectful, and efficient support to patients, staff, customers and all individuals in need of assistance. I aim to create a positive and productive work environment by communicating with team members and maintaining a calm and professional demeanor while under pressure.
Education
Miami Central Senior High
Miami, FL
1999
GPA 3.0
Key Skills
Conflict resolution
Empathy and patience
Professional phone etiquette
Time management
Communication
Problem-solving
Claims and eligibility
verification
Benefits explanation
HIPAA compliance
Documentation and data entry
CRM and call center systems
Customer experience
Team Supervision
Experience
FEBRUARY 2019 – NOVEMBER 2025
Area Supervisor Ross Dress For Less
• Monitor store appearance to ensure cleanliness,
organization, and proper merchandise presentation.
• Oversee cashier operations, returns, exchanges, and cash handling procedures.
• Support loss prevention efforts by following company policies and minimizing shrink.
• Train, coach, and provide feedback to associates to improve performance and productivity.
• Assist with scheduling, task delegation, and workflow management.
JANUARY 2014 – AUGUST 2015
Member Service Representative DentaQuest
• Answer inbound calls from members, providers, brokers, or clients in a professional, courteous manner.
• Provide accurate information about dental plans, eligibility, claims status, coverage details, benefits, billing, and other service-related inquiries.
• Document and update member information in internal systems and customer records with complete and
accurate details.
• Research and resolve inquiries, including following up with internal departments when issues cannot be
resolved on first contact.
• Assist with claims, eligibility verification, authorizations, and denials where applicable, ensuring callers
understand the status and next steps.
DECEMBER 2011 – DECEMBER 2013
Customer Service Representative MCNA Dental
• Educate members on program benefits and care
guidelines, including the importance of preventive dental care and how benefits work under
Medicaid/CHIP programs.
• Perform quality assurance tasks, aiming for accurate first-call resolution and adherence to quality standards as defined by program contracts.
• Assist with appointment coordination, connecting members with network dental providers, potentially helping arrange transportation or follow-up reminders.
• Escalate or refer calls appropriately if the question or situation falls outside the representative’s scope. MAY 2010 – DECEMBER 2011
Customer Service Representative United Healthcare
• Verify member eligibility and plan coverage during calls.
• Assist with claim status inquiries, including helping members understand explanation of benefits (EOBs).
• Coordinate with claims or provider teams for additional follow-up as needed.
• Answer inbound calls from members, providers, brokers, and others in a courteous, professional manner.
• Investigate and resolve inquiries, including researching account details, reviewing claim histories, and
explaining results clearly.
Communication
• Communicate clearly and professionally with customers via phone, email, chat, or in person.
• Actively listen to customer concerns to fully understand issues before providing solutions.
• Explain products, services, policies, and procedures in a simple and easy-to-understand manner.
• Respond promptly to customer inquiries while
maintaining a courteous and empathetic tone.
• De-escalate difficult or upset customers using strong conflict-resolution techniques.
• Provide accurate information and follow up to ensure customer satisfaction and issue resolution.
Leadership
• Coaching and mentoring team members
• Training new hires on service standards and procedures
• Providing constructive feedback and performance
evaluations
• Motivating staff to achieve service and productivity goals
• Leading by example with professionalism and
accountability
• Managing daily workflow and task delegation
• Monitoring performance metrics (quality, call time, customer satisfaction)
References
Sherri Scott
(305) 720 - 3808
Contact this candidate