Tiffany Roubleau
Houston,TX
Summary
A meticulous and capable individual seeking a part-time position in a large company with room for advancement. Delivers positive experience through high-quality customer care and handles a high volume of calls and customer support. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Oak Street Health Clinic (Omni)
03.2024 - 07.2025
- Responded to patient inquiries, providing accurate information on services and procedures.
- Assisted patients in navigating insurance benefits and claims processes effectively.
- Collaborated with healthcare professionals to resolve patient concerns and improve service delivery.
- Educated patients on appointment scheduling, follow-up care, and treatment options available.
- Implemented feedback mechanisms to enhance patient satisfaction and streamline communication channels.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and maintained scheduling systems to optimize resource allocation and workflow efficiency.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Optimized scheduling processes by implementing efficient software tools and organizational systems.
- Coordinated patient care initiatives to improve service delivery and enhance patient satisfaction.
- Enhanced patient satisfaction through compassionate care and open communication.
Retail Service Representative
Shelf Level Retail Solutions
04.2021 - 01.2024
- Taking inbound calls daily from different companies to get an accurate count of items on the sales floor.
- Be persistent in reaching a manager or a team leader in order to get an accurate count of the sale items.
- Entering the accurate count and info into the Excel spreadsheet daily.
- Entering necessary information into the spreadsheet when the items were not available and could not be put on the sales floor.
- Enter documented information into a data form after each call.
- Setting callbacks in the system for the stores when the manager or team leader was unavailable.
- Speaking daily to different managers and team leaders at several companies by navigating and locating each store in the system when active calls come in.
Roadside Assistance (WFH)
Aero Roadside (Arise)
10.2022 - 11.2023
- Retrieved all calls through the Avaya System.
- Retrieved intake calls for new customers.
- Dispatched service providers to disabled locations.
- Scheduled service providers for next-day tow service.
- Took inbound calls to schedule roadside assistance services.
- Retrieved follow-up calls from the Swoop system for callbacks to edit roadside services.
- Searched for service providers in the network.
- Searched for service providers out-of-network by dialing different providers to see who could accept the job and have a better ETA. (Estimated Time Arrival)
- Did follow-up calls to the service provider to get an update on the ETA.
- Serviced several insurance companies to assist customers with roadside assistance, for instance: State Farm, Audi, Progressive, USAA, etc.
- Transferred calls to the appropriate department when needed.
- Searched for disabled locations using Google Maps & Locate Me.
- Got familiar with Towbooks software.
CSR/Call Center (WAH)
Sitel W@H Campaigns: Intuit Turbo Tax & Public Service Credit Union
01.2020 - 11.2020
- Answered phones using the dial-up system by Avaya.
- Greeted customers using an opening/closing script.
- Imported data into customers’ accounts.
- Updated customer information in the system: change of address, phone number, emails, etc.
- Did follow-up calls in the evening to make sure customers’ needs were met.
- Answered a high volume of calls daily.
- Checked customers’ accounts to see the status of their taxes.
- Used a system called the info-center to answer questions.
- Transferred calls to different departments using the Avaya system.
- Navigated through the system daily to pull up accounts.
- Sent important memos to customers concerning their accounts.
- Logged each account in the Call Pro system for credit union members.
- Completed lost/stolen reports for members who were with credit unions.
- Read the lost/stolen script to each member after completing the reports.
- Checked members’ accounts for balance on checking/savings.
- Activated the member's credit/debit cards using Star Station.
- Chatted with customers who preferred to chat instead of phones using snippets.
- Handled disputes for members of the credit union.
- Completed balance consolidations for members of the credit union.
- Took payments on accounts for members of the credit union.
- Did cold transfers to the Falcon Fraud department for members.
- Had to pull up over 20 different screens daily located in the FDR to view members’ accounts and different info to verify additional info.
- Serviced multiple credit unions for Sitel.
Dispatcher/Customer Service
Cypress Express Transportation
02.2016 - 07.2016
- Monitored personnel or equipment locations and utilization to coordinate service and schedule.
- Scheduled or dispatched drivers, workers, or service vehicles to appropriate locations, according to customer’s request or needs using radios or telephones.
- Oversee all communications within specifically assigned territories.
- Computerized aided dispatching auto-routing software using Next trag System.
- Answered phones and transferred calls.
- Called clients the day before the appointment to confirm scheduled pick up.
Enrollment/Registration Assistant (Part-time)
Houston Community College
02.2010 - 03.2015
- Implemented co-workers’ training and procedures.
- Accessed computerized financial information to answer questions related to student’s accounts.
- Entered important information into the student’s accounts using data entry/computer skills.
- Enrolled students in classes.
- Answered all questions complying with how to register.
- Linked and scanned students’ documents.
- Answered the multi-line phone and transfer calls.
- Copied and faxed all necessary documents.
- Printed transcripts.
- Provided ongoing great customer service to students.
- Completed monthly inventory worksheets for an accurate count of transcript paper.
- Maintained front office.
Substitute Teacher
03.2013 - 06.2013
- Kept students quietly and orderly when escorting them to the cafeteria for lunch.
- Helped students with assignments given by the instructor.
- Escorted students to the restrooms as a class to maintain control and monitor their behavior.
- Made sure students were quiet and on level 1 in class so they could not disturb other students.
- Talked to students about the importance of getting their education.
- Assisted students to their school bus to ensure they get on the bus safely.
Office Assistant
ATM Enterprise/Moving & Storage Company
06.2008 - 01.2010
- Assisted and greeted customers professionally.
- Answered multi-line telephone daily.
- Typed necessary invoices and proposals when needed.
- Completed and mailed bills, contracts, policies, invoices, and checks.
- Sorted mail and litigable documents utilizing records management.
- Assisted delivery drivers with packages.
- Pulled package orders and stored them in the proper place.
- Full-time
Education
Associate’s - Business Administration
Houston Community College
Houston, TX01.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Scheduling
- Appointment scheduling
- Order processing
- Administrative support
- Clerical support
- Live chat support
- Coordination
Personal Information
Work Permit: Authorized to work in the US for any employer.
Timeline
Customer Service Representative
Oak Street Health Clinic (Omni)
03.2024 - 07.2025
Roadside Assistance (WFH)
Aero Roadside (Arise)
10.2022 - 11.2023
Retail Service Representative
Shelf Level Retail Solutions
04.2021 - 01.2024
CSR/Call Center (WAH)
Sitel W@H Campaigns: Intuit Turbo Tax & Public Service Credit Union
01.2020 - 11.2020
Dispatcher/Customer Service
Cypress Express Transportation
02.2016 - 07.2016
Substitute Teacher
03.2013 - 06.2013
Enrollment/Registration Assistant (Part-time)
Houston Community College
02.2010 - 03.2015
Office Assistant
ATM Enterprise/Moving & Storage Company
06.2008 - 01.2010
Associate’s - Business Administration
Houston Community College