Tahira Cutler
Poughkeepsie,NY
Summary
Enthusiastic Senior Customer Service Representative with more than 14 years of customer service experience adds value to business by providing outstanding customer service, engaging customers and building relationships with members, physician staff and Health plans. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
15
15
years of professional experience
Education
No Degree - Social Work
Dutchess Community College
Poughkeepsie, NYNo Degree - Property And Casualty Insurance Personal Lines
Dutchess Community College
Poughkeepsie, NYWork History
Customer Service Senior Representative
EviCore Healthcare Formerly Care Core National
Bluffton, SC
06.2007 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Processed, scheduled and executed customer orders for new and established customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Followed up with customers regularly via phone and email
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Reduced average call time 95% with optimal call control and proper use of internal knowledge bases
- Completed 100 inbound and outbound notification calls each day to boost company quota
- Coordinated customer service responses for high-value customers with complex issues as leading representative of NU team.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Skills
- Verbal and Written Communication
- Customer Account Management
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
Timeline
Customer Service Senior Representative
EviCore Healthcare Formerly Care Core National
06.2007 - Current
No Degree - Social Work
Dutchess Community College
No Degree - Property And Casualty Insurance Personal Lines
Dutchess Community College