Tiffany Douglas
Memphis,TN
Summary
Adept at enhancing customer satisfaction and compliance with HIPAA regulations during tenure at Cigna, I bring a proven track record in problem resolution and CRM knowledge. Leveraging strong communication skills and Microsoft Office proficiency, I've effectively managed high-volume inquiries, achieving significant first-call resolution improvements. My commitment to continuous learning and teamwork has consistently driven positive outcomes. 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, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Work From Home Agent
Cigna
Memphis, TN
05.2022 - 07.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Service Agent
U Haul Moving & Storage
Memphis, TN
02.2018 - 05.2022
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
Customer Service Representative
Sleep Number Corporation
Memphis, TN
01.2014 - 02.2018
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Adhered to company guidelines for quality assurance purposes, ensuring professionalism throughout all communications with clients.
- Maintained organized records of all interactions with clients for future reference or follow-up purposes when necessary.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
- Demonstrated adaptability and flexibility in adjusting to changes in schedules, workload, or company priorities.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
Education
Associate Of Applied Business -
Southwest Tennessee Community College
Memphis, TN2027
Skills
- Goal-Oriented
- Phone Etiquette
- CRM Knowledge
- File Maintenance
- Parts Ordering
- Salesforce
- Microsoft Office
- Spreadsheet tracking
- Customer Service
- Computer Skills
- Problem Resolution
- Teamwork and Collaboration
- Document and Records Management
- Data Entry
Timeline
Work From Home Agent
Cigna
05.2022 - 07.2024
Customer Service Agent
U Haul Moving & Storage
02.2018 - 05.2022
Customer Service Representative
Sleep Number Corporation
01.2014 - 02.2018
Associate Of Applied Business -
Southwest Tennessee Community College