Overview
Work History
Education
Skills
Timeline
Generic

Tamara Moore

Overview

8
8
years of professional experience

Work History

Customer Service Representative Team Lead

HYLA INC/ Assurant
04.2018 - Current
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Work with Corporate store to address issues.
  • Assist the Office of the President for urgent issues with customers.
  • Troubleshoot website issues.

Benefits Coordinator

The Hartford
02.2017 - 01.2018
  • Respond to benefit questions (Short Term Disability, Long Term Disability, Life, Supplemental Life products, Safe Haven) and billing/administrative questions adhering to established compliance and performance processes
  • Build rapport and maintain positive relationships with both potential and existing customers, both internal and external, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience
  • Multi-task workloads which can span inbound phone requests, outbound call tasks, mail/email requests, and occasional project assignments - while managing service level targets
  • Utilize active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions
  • Primary liaison between customer, producer, underwriter, voluntary sales manager and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time
  • This includes keeping the Regional Account Executive informed, engaging them as needed
  • Maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines.

Customer Service Representative

CareMark, Lee's Summit
09.2015 - 01.2017
  • Handled all customer inquiries by offering information and recommendations to assist with making critical health decisions
  • Used working knowledge of benefit plans to provide solutions to customers
  • Ensured company and consumer compliance with DEA, Medicare and HIPPA regulations
  • Knowledgeable in pharmacy terminology, laws and regulations
  • Assisted over 100 customers a day by phone and received multiple 100% call awards for exemplary assistance
  • Operated People Safe to accurately input medication orders and obtain necessary patient and insurance information
  • Gained an in-depth understanding of insurance coverage and deductibles.
  • 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.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Longview Community College
Lees Summit, MO

High School Diploma -

Blue Springs South High School
Blue Springs, MO
05.2003

Skills

  • TECHNICAL PROFILE
  • Operating Systems: Windows 7, 8, & 10, Oracle PeopleSoft
  • Programs/Applications: Citrix, MedHok, FileNet, People Safe
  • Staff Monitoring
  • Customer Complaint Management
  • Information Updates
  • Office Supplies and Inventory
  • Inventory Accuracy
  • Promotions Programs
  • Product Line Knowledge
  • Tech Support
  • Inquiry Requests
  • Correcting Discrepancies
  • Incoming Call Management
  • Professional Correspondence
  • Continuous Improvements
  • Microsoft Office
  • Store Layouts
  • Team Coaching
  • Outbound and Inbound Calls
  • Product Knowledge
  • Trained in Salesforce
  • Merchandise Orders and Exchanges
  • Staff Training

Timeline

Customer Service Representative Team Lead

HYLA INC/ Assurant
04.2018 - Current

Benefits Coordinator

The Hartford
02.2017 - 01.2018

Customer Service Representative

CareMark, Lee's Summit
09.2015 - 01.2017

Longview Community College

High School Diploma -

Blue Springs South High School

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Tamara Moore