Tiffany McMillian
Lanham,MD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
07.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
Intake Coordinator
Children’s National Hospital
07.2018 - 07.2023
- Streamlined the intake process by implementing efficient data collection and organization methods.
- Enhanced patient satisfaction with timely and accurate information during the intake process.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Assisted in developing an improved tracking system for incoming referrals, resulting in faster response times.
- Managed high-volume caseloads efficiently while maintaining strong attention to detail throughout each case''s progression.
- Supported office staff and operational requirements with administrative tasks.
Medical Assistant
Maryland Children Health Center
09.2015 - 07.2018
- Welcoming patients
- Filing and updating patient medical records
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Medical Assistant
Sunshine Pediatrics (Temporary)
05.2015 - 09.2015
Cashier/Bakery Clerk
Shoppers Food Warehouse
12.2005 - 06.2015
- Taking cake orders and decorating cakes for customers
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Clerical Assistant
Mac & Son Tree Experts
12.2004 - 01.2014
- Answering calls
- Maintaining files
- Sorting the daily mail
- Ensured accuracy in data entry tasks, resulting in improved record-keeping and reduced errors.
- Provided exceptional customer service, addressing client concerns promptly and professionally.
Education
Prince Georges Community College
Largo, MDMedtech Institute
Silver Spring, MD04.2014
Charles Herbert Flowers
Springdale, MD05.2007
Skills
- Team Leadership
- Training
- Report Generation
- Patient/Customer Relationship Building
- Problem Solving
- Microsoft Word, Excel, PowerPoint, Teams
- Clerical/Secretarial experience
- Experience working with other languages (Spanish)
- Appointment Scheduling
- Call Management
- Scheduling
- Data Entry
- Microsoft PowerPoint
- Retail Sales Customer Service
- Report Creation
- Report Preparation
- Credit Card Payment Processing
- Microsoft Excel
- Multi-Line Telephone Operation
Timeline
Customer Service Representative
Kaiser Permanente
07.2023 - Current
Intake Coordinator
Children’s National Hospital
07.2018 - 07.2023
Medical Assistant
Maryland Children Health Center
09.2015 - 07.2018
Medical Assistant
Sunshine Pediatrics (Temporary)
05.2015 - 09.2015
Cashier/Bakery Clerk
Shoppers Food Warehouse
12.2005 - 06.2015
Clerical Assistant
Mac & Son Tree Experts
12.2004 - 01.2014
Prince Georges Community College
Medtech Institute
Charles Herbert Flowers
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