TACIE SUSANA ROBINSON
Magna
Summary
Results-driven Specialist with expertise in project management and team leadership. Effectively manages multiple tasks, develops strategic plans, and executes operational goals. Previous roles achieved significant workflow improvements and enhanced performance efficiencies. Strong skills in adaptability, negotiation, and communication.
Overview
11
11
years of professional experience
Work History
SENIOR ESCALATIONS SPECIALIST
Discover financial services
02.2022 - Current
- Managed and resolved high-complexity financial disputes and escalations through detailed research, ensuring accurate and timely resolutions.
- Analyze and process specialized requests related to conversions, contributions, and wire transfers, maintaining strict adherence to financial regulations.
- Execute root cause analysis on account inquiries, utilizing internal documentation and "Letters of Instruction" to resolve stakeholder friction.
- Relevant Project: Spearheaded "Tay's Tangents," a team engagement initiative that improved internal communication and documentation sharing during downtime.
SENIOR ACCOUNT SPECIALIST
Discover financial services
Magna
03.2020 - 02.2022
- Led peer call-monitoring and mentoring to enhance accuracy and quality standards in account processing.
- Provided leadership through peer call-monitoring and mentoring, focusing on improving accuracy and quality standards in account processing.
- Identified and escalated systemic issues to management, contributing to improved departmental efficiency.
CUSTOMER CARE REPRESENTATIVE
United Parcel Service
Magna
09.2016 - 03.2020
- End-to-End Shipment Management: Coordinate international air freight operations, including quoting, routing, and proof-of-delivery (POD) verification.
- Liaised with customers, suppliers, and operations management to ensure seamless pick-up and delivery.
- Processed international shipments using web-based systems, ensuring adherence to customer requirements and UPS Cartage quality standards.
- Resolved complex service requests and escalated high-priority concerns to management, maintaining service continuity.
- Reporting & Analysis: Generate internal status reports and manage data entry for routing, tracking, and agent billing.
CERTIFIED LOAN OFFICER
Teleperformance
05.2015 - 09.2016
- I assisted customers and clients with processing loan applications.
- Handled member inquiries post-loan finalization, ensuring resolution of concerns and inquiries.
- Resolved issues related to payments, including late charges and payment processing inquiries, providing effective solutions for members.
CERTIFIED HEALTH BENEFITS ADVISOR/BILLING AGENT
Customer Contact Channels
Magna
12.2014 - 05.2015
- Served as Subject Matter Expert (SME) for United Health Care benefits, guiding clients through PDP plans, premiums, and tier-based prescription costs to enhance their understanding and decision-making.
- Investigated and authorized prior authorizations, tier exceptions, and formulary exceptions, ensuring adherence to health insurance policies and improving client access to necessary medications.
- Coordinated with pharmacies and providers to effectively resolve claims disputes and coverage determinations, streamlining the claims process for clients.
- Facilitated EFT payments and complex billing reconciliations for eligible members.
Education
Bachelor of Science - Cybersecurity
Western Governors University
Salt Lake City, UT 04.2026 - 05.2026
Penn Foster College
Scottsdale, AZSkills
- Customer Relationship Management (CRM)
- Customer Service
- Customer Advocacy
- Customer Engagement
- Issue Resolution
- Root Cause Analysis
- Process Improvement
- Data analysis
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Spreadsheets
- Time Management
- Team Mentoring
- Team collaboration
- Effective communication
- Problem solving
- Policy Adherence
- Customer relations
Timeline
Bachelor of Science - Cybersecurity
Western Governors University
04.2026 - 05.2026
SENIOR ESCALATIONS SPECIALIST
Discover financial services
02.2022 - Current
SENIOR ACCOUNT SPECIALIST
Discover financial services
03.2020 - 02.2022
CUSTOMER CARE REPRESENTATIVE
United Parcel Service
09.2016 - 03.2020
CERTIFIED LOAN OFFICER
Teleperformance
05.2015 - 09.2016
CERTIFIED HEALTH BENEFITS ADVISOR/BILLING AGENT
Customer Contact Channels
12.2014 - 05.2015
Penn Foster College