Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Tanuis

Torrington,CT

Summary

Dedicated Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.

Overview

14
14
years of professional experience
1
1
Certification

Work History

PCA

Charter Oak Homecare
Torrington, CT
04.2024 - Current
  • Planned and served meals and snacks to patients according to prescribed diets.
  • Transported clients from one location to another in an efficient manner.
  • Reminded patients to take prescribed medications or nutritional supplements.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Assisted patients with recreational activities such as reading books or playing board games.
  • Promoted patient satisfaction by assisting with bathing, dressing and exercising.
  • Provided emotional support to patients and families during difficult times.

Health Insurance Representative

UnitedHealthcare
05.2022 - 04.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.

PCA

Charter Oak Home Care
09.2018 - 01.2020
  • Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
  • Planned, prepared, and served meals and snacks according to prescribed diets.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
  • Ran errands for patients, did shopping, and picked up other necessities.
  • Scheduled and accompanied clients to medical appointments.

Pharmacy Technician

CVS Pharmacy
10.2017 - 08.2018
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.

Customer Care Representative

SYKES
03.2011 - 07.2016
  • Responded to customer needs through competent customer service, and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions.
  • Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into the internal database.
  • Met customer call guidelines for service levels, handle time, and productivity.
  • Coordinated with various company teams to offer and implement successful solutions to customer problems.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
  • Built sustainable relationships and trust with customer accounts through open and interactive communication.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Education

High School Diploma -

Oliver Wolcott Technical High School
Torrington, CT
06.2006

Skills

  • Customer Relations
  • Active Listening
  • Professional Telephone Demeanor
  • Critical Thinking
  • Call Center Operations
  • Medical Terminology Knowledge
  • Call Triaging
  • Multi-Line Telephone Operation
  • Typing Proficiency
  • Managing Multiple Tasks
  • Calm and Professional Under Pressure
  • Health Insurance Industry Knowledge

Certification

  • CPhT - Certified Pharmacy Technician

Timeline

PCA

Charter Oak Homecare
04.2024 - Current

Health Insurance Representative

UnitedHealthcare
05.2022 - 04.2023

PCA

Charter Oak Home Care
09.2018 - 01.2020

Pharmacy Technician

CVS Pharmacy
10.2017 - 08.2018

Customer Care Representative

SYKES
03.2011 - 07.2016

High School Diploma -

Oliver Wolcott Technical High School

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Heather Tanuis