Deiara Collier
Killeen
Summary
Dynamic Member Service Representative with a proven track record at Ttec, excelling in customer engagement and complaint resolution. Skilled in data entry and process improvement, I effectively educated clients on healthcare resources, enhancing satisfaction and streamlining operations. Committed to fostering relationships and delivering exceptional service in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Member Service Representative
Ttec (TeleTech) - HealthCare Solutions
Killeen
11.2025 - 03.2026
- Supported members with account inquiries, transaction processing, and issue resolution to enhance member experience.
- Guided members through inquiries on healthcare services and benefits to ensure clarity and satisfaction.
- Educated clients on using telehealth and digital health resources effectively.
- Resolved customer conflicts and challenging situations by remaining calm and utilizing internal knowledgebases to formulate effective solutions.
Patient Advocate
MCI Telecommunications
Killeen
03.2025 - 11.2025
- Advocated for patient rights and needs, ensuring alignment with telecommunications healthcare program objectives.
- Collaborated with medical staff to streamline patient communication processes, improving clarity and responsiveness.
- Facilitated communication between providers, patients, and family members.
- Coordinated with various departments to enhance patient experience and satisfaction, fostering a more supportive healthcare environment.
- Trained new staff on patient advocacy protocols and best practices for engagement.
Online Grocery Associate
Walmart
Killeen
10.2023 - 02.2025
- Enhanced customer satisfaction through efficient and accurate fulfillment of online grocery orders.
- Managed multiple priorities simultaneously, consistently meeting or exceeding deadlines for order completion and pickup times.
- Supported customers with inquiries and facilitated smooth online grocery order processes.
- Monitored substitutions and promptly informed customers of changes to orders.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Assisted in training new Online Grocery Associates, sharing best practices for efficient order processing and customer service techniques.
Provider services for Blue Cross and Blue shield of Illinois
Teleperformance
10.2020 - 08.2023
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Coordinated with internal departments to ensure timely payment resolution for claims disputes and financial matters.
- Resolved provider inquiries and concerns, enhancing customer satisfaction.
- Managed high volume of incoming calls from medical providers seeking information or assistance, streamlining operations.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
- Increased efficiency by accurately entering provider data into company systems and databases.
Clams and Benefits
Anthem
04.2021 - 02.2022
- Improved employee satisfaction by developing and implementing comprehensive compensation and benefits programs.
- Collaborated with HR team members to develop competitive benefits packages, attracting high-quality candidates.
- Negotiated vendor contracts, achieving better pricing on insurance premiums and benefit offerings.
- Developed salary budgets in alignment with organizational financial goals, resulting in more cost-effective spending.
- Streamlined annual salary review process, enhancing accuracy and efficiency.
- Reduced turnover rates by addressing employee concerns regarding pay discrepancies and adjustments.
- Participated in salary surveys to gather valuable information for benchmarking purposes.
- Developed policies for promotions and transfers, promoting fair treatment of all employees.
Cashier
KFC
06.2020 - 08.2020
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Provided efficient drive-thru service as cashier.
- Greeted customers and addressed needs to enhance shopping experience.
- Welcomed customers and helped determine their needs.
- Assisted customers with purchases, item locations, and reward program enrollment.
- Cultivated customer relationships to foster loyalty and repeat visits.
- Adjusted schedule and took on additional shifts to support staffing requirements.
Inventory Specialist
Rgis
06.2020 - 08.2020
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Counted inventory items accurately and entered data into computer system, ensuring up-to-date records.
- Completed physical inventory counts each month.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Executed data entry and processed paperwork, facilitating smooth inventory management.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained clean, organized work environment to enhance safety and operational efficiency.
Cashier
Kroger
01.2017 - 01.2019
- Cashier, customer service counter support and floor Supervisor.
- Demonstrated exceptional customer service and proficient money handling skills, enhancing customer satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Built relationships with customers to encourage repeat business.
- Balanced cash drawer accurately at end of each shift, contributing to overall financial integrity.
- Adjusted schedule and accepted extra shifts to ensure smooth store operations during peak periods.
Cashier
Bojangles
01.2014 - 01.2015
- Managed in-store and drive-thru orders while maintaining cashier drawer and delivering exceptional customer service.
- Greeted customers and promptly addressed their needs to enhance shopping experience.
- Welcomed customers and helped determine their needs.
- Processed cash, check, and credit card transactions at cash register with high accuracy.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
Cashier
Cracker Barrel
01.2013 - 01.2015
- Processed dinner ticket transactions while ensuring accuracy in sales records.
- Processed customer transactions accurately and efficiently.
- Maintained cleanliness and organization in the service area.
- Assisted customers with menu selections and special requests.
Shift Leader
Burger King
01.2011 - 01.2012
- Supervised crew members to ensure efficient service from opening to closing of sale.
- Supervised team members during peak hours to ensure efficient service.
- Trained new staff on operational procedures and customer service standards.
- Managed inventory levels and restocked supplies as needed throughout shifts.
Crew Member
Burger King
01.2006 - 01.2011
- Cashier, drive thru expeditor, cash drawer closeout
- Provided excellent customer service during high-volume meal periods.
- Operated kitchen equipment and maintained food safety standards.
- Prepared food items following company recipes and guidelines.
Education
No Degree -
J. Sergeant Reynolds Community College
Richmond, VA08-2012
High School Diploma -
Henrico High School
Richmond, VA01-2008
Some College (No Degree) - Health Care Administration
Strayer University
Killeen, TXSkills
- Customer service
- Complaint resolution
- Customer Engagement
- Telephone skills
- Appointment Scheduling
- Data Entry
- Office Administration
- Microsoft Office
- Organizational skills
- Time Management
- Problem solving
- Relationship building
- Process improvement
Affiliations
- My affiliation is working and putting my hard work will count
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Timeline
Member Service Representative
Ttec (TeleTech) - HealthCare Solutions
11.2025 - 03.2026
Patient Advocate
MCI Telecommunications
03.2025 - 11.2025
Online Grocery Associate
Walmart
10.2023 - 02.2025
Clams and Benefits
Anthem
04.2021 - 02.2022
Provider services for Blue Cross and Blue shield of Illinois
Teleperformance
10.2020 - 08.2023
Cashier
KFC
06.2020 - 08.2020
Inventory Specialist
Rgis
06.2020 - 08.2020
Cashier
Kroger
01.2017 - 01.2019
Cashier
Bojangles
01.2014 - 01.2015
Cashier
Cracker Barrel
01.2013 - 01.2015
Shift Leader
Burger King
01.2011 - 01.2012
Crew Member
Burger King
01.2006 - 01.2011
No Degree -
J. Sergeant Reynolds Community College
High School Diploma -
Henrico High School
Some College (No Degree) - Health Care Administration
Strayer University