Princess Tate
Birmingham ,AL
Summary
"Dedicated and hardworking professional with over 10 years of experience in sales, financial operations, fraud analysis, IT support, and management services. Adept at delivering exceptional customer service while effectively managing multiple tasks and time-sensitive responsibilities. For the past 5 years, I have worked remotely in high-volume call center environments, handling 90+ daily customer interactions while utilizing multiple monitors and applications to ensure efficient resolution. My expertise includes customer satisfaction (CSAT) analysis, coaching, and consistently meeting or exceeding key performance metrics. I thrive in dynamic settings and welcome new challenges that broaden my skill set."
Overview
6
6
years of professional experience
Work History
Medical Claims Analyst
Blue Cross Blue Shield of Alabama [ Hybrid ]
Birmingham AL
04.2024 - Current
- As a Claim Analyst, I am responsible for evaluating, investigating, and processing insurance claims to ensure compliance with company policies and industry regulations. I meticulously review claim documentation, including medical records, to determine the legitimacy and accuracy of each claim. I analyze data to identify patterns and discrepancies by applying critical thinking to assess risk and make informed decisions.
- My role involves collaborating with other departments, to resolve complex cases and ensure accurate claim outcomes. I regularly communicate with claimants, policyholders, and third-party professionals, providing clear and concise information regarding claim status and next steps.
- I am skilled in utilizing various claims management software systems to track and manage claims efficiently, ensuring timely resolution. Additionally, I prepare detailed reports on claim activity, trends, and outcomes, contributing to continuous process improvement and maintaining timeliness guidelines. My commitment to accuracy and integrity ensures that claims are handled fairly and within regulatory guidelines.
Customer Care/ IT /Computer Helpdesk Technician
T-Mobile Contact Center [ REMOTE ]
Birmingham, AL
12.2020 - 11.2023
- For my workflow, I practiced meeting sales metrics, collecting on delinquent accounts, providing multiple streams of service, tech support, credit and fraud analysis, code calling, and business sales
- Troubleshooting with Androids and IOS devices for all consumers
- Distributing all T-Mobile programs and products while using effective comprehensive data to provide the best solution for the consumer
- Also trained upcoming classes on how to deescalate to reduce the intensity of conflict and how to provide a tailored product for every caller.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Managed helpdesk tickets by prioritizing requests based on urgency.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Performed remote maintenance on client systems using remote access tools.
- Answered [50+] calls per shift to assist with customer questions and concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Business Development (contract employee part time)
Intuit Contact Center [ REMOTE ]
Birmingham, AL
08.2023 - 10.2023
- Provide cloud based solutions to build a global financial infrastructure for business operations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Leveraged [SaaS applications ] to input and compile data gathered from various sources.
Everyday Banker (seasonal)
Wells Fargo Contact Center [ REMOTE ]
Birmingham, AL
03.2021 - 07.2021
- For this position, I am required to handle high call volumes from 50-100 consumers per an hour, memorize regulations and guidelines to preserve Wells Fargo legal system, and swiftly and successfully resolve conflicts resulting in consumer satisfaction 100% of the time.
- Modified, opened and closed customer accounts.
- Set up new and regularly serviced existing accounts to bring in maximum revenue.
- Researched market trends to identify opportunities for product development or improvement.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Prepared official checks for customer and internal bank needs.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Verified customer identity using government-issued identification documents.
Sales Representative
AT&T
Birmingham, AL
02.2019 - 12.2020
- At the job I practiced meeting sales metrics, providing multiple streams of service, tech support, credit and fraud analysis, code calling, and business sales
- Troubleshooting with Androids and IOS devices for all consumers
- Distributing all AT&T programs and products while using effective comprehensive data to provide the best solution for the consumer.
- Attended industry events such as conferences, seminars.
- Maintained records related to sales for store management.
- Researched competitors' products, prices, and sales techniques.
- Analyzed customer feedback to improve products and services.
- Utilized CRM software tools to track progress of each sale cycle stage.
- Developed key customer relationships to increase sales.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Leveraged CRM system to manage sales activities and track sales performance.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Adhered to company initiatives and achieved established goals.
- Adhered to established policies and procedures when handling customer accounts.
Education
Fairfield High Preparatory School
Skills
Completer’s Program completer- required a year of training
Microsoft Applications Specialist
Public Speaking
Remote Office Availability
Hardware Troubleshooting
De-Escalation Techniques
Customer and Service-Oriented
Youth Behavior Management
Administrative Leadership
Client Retention
New Hire Training Lead
Help Desk Support
SaaS Customer Support Specialist
Remote Technical Support
Active Listening
Computer Skills
Problem-Solving
Claims Management
Risk Management Analyst
Fraud Claims
Sales
KPI Tracking
CRM Systems
Timeline
Medical Claims Analyst
Blue Cross Blue Shield of Alabama [ Hybrid ]
04.2024 - Current
Business Development (contract employee part time)
Intuit Contact Center [ REMOTE ]
08.2023 - 10.2023
Everyday Banker (seasonal)
Wells Fargo Contact Center [ REMOTE ]
03.2021 - 07.2021
Customer Care/ IT /Computer Helpdesk Technician
T-Mobile Contact Center [ REMOTE ]
12.2020 - 11.2023
Sales Representative
AT&T
02.2019 - 12.2020
Fairfield High Preparatory School