Tamera Bales
Johnston,Iowa
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
Work History
Help Desk Analyst
Customer Value Partners
Johnston, United States
12.2021 - Current
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Benefits Counselor
Marsh McLennon and MetLife Auto and Home Insurance
Urbandale, IA
06.2017 - 10.2021
- Managed customer’s home and auto accounts and successfully take 50-60 calls per day
- Answered complex calls and performed research, processed documents and forms as appropriate.
- Worked closely with other departments to provide first-call resolution.
- Asked appropriate questions and served as a resource of information when attempting to retain existing business.
- Entered all information related to the call for tracking and reporting purposes.
- Developed relationships with both internal and external customers.
- Provided above-average problem-solving skills to resolve customer service issues.
Customer Care Representative
Ventech, Center for Medicare and Medicaid
Urbandale, IA
09.2016 - 04.2017
- Identify, classify, triage, and resolve help desk tickets submitted by users via e-mail, Remedy ticketing system, Shortel phone, and within the application.
- Account management which consists of managing user profiles and roles, resolving log-in issues, password resets, timely and accurate responses to QualityNet, EIDM, and QARM questions, and network issues.
- Demonstrate a strong understanding of issues, including technical analysis, troubleshooting, analyzing root cause and engaging appropriate SME, as needed to drive incident and problem management.
- Assisting the PQRS Community and their operating systems.
Patient Navigator
CareMore
Des Moines, IA
11.2015 - 09.2016
- Responsible for making outbound calls to Amerigroup members to make new patient appointments and increased clinic revenue.
- Scheduled transportation and interpretation for members who qualified.
- Maintained accurate spreadsheets for Amerigroup to track new patients.
- Assisted in outreach efforts in the community to assign new members to Amerigroup.
- Provided outreach training to temporary employees.
Customer Service Specialist
Windstream
Baldwin, GA
11.2010 - 03.2015
- Provided accurate and appropriate information in response to customer inquiries including sales, billing, troubleshooting, anticipate and evaluate customer needs,.
- Demonstrated mastery of customer service within specific “call” time frames designated by company guidelines.
- Maintain customer records as appropriate.
- Developed effective relationships with all ‘Call Center’ departments through clear communication.
- Increased revenue by maintaining standards of customer service quality.
- Repeatedly exceeded sales expectations and company contests.
- Quality – Recognized for increasing quality expectations within the specific time frame.
Server
Longhorn
Cumming, GA
01.2008 - 10.2010
- Proactive, customer-oriented Server with significant experience in the industry.
- Reliable and productive with proven talent for teamwork, leading when necessary.
- Demonstrated ability to build rapport with customers, serving as a competent, knowledgeable and helpful guide.
- Willing and able to work long hours, including weekends.
Server
Ted’s Montana Grill
Cumming, GA
01.2007 - 01.2008
- Proactive, customer-oriented Server with significant experience in the industry.
- Reliable and productive with proven talent for teamwork, leading when necessary.
- Demonstrated ability to build rapport with customers, serving as a competent, knowledgeable and helpful guide.
- Willing and able to work long hours, including weekends.
Server
O’Charley’s
Cumming, GA
11.2004 - 01.2007
- Proactive, customer-oriented Server with significant experience in the industry.
- Reliable and productive with proven talent for teamwork, leading when necessary.
- Demonstrated ability to build rapport with customers, serving as a competent, knowledgeable and helpful guide.
- Willing and able to work long hours, including weekends.
Customer Associate
Lane Bryant
Cumming, GA
02.2003 - 02.2004
- Provided customer service assisting in the sales of women’s clothing.
- Cash handling and daily balancing of sales.
- Assist in warehouse with checking in receivables of merchandise.
- Stock product on sales floor.
- Follow security procedures during nightly closing.
Medical Receptionist/Medical Assistant
Chattahoochee Internal Medicine
Cumming, GA
03.2002 - 10.2002
- Provided first point of contact for patients in the medical office.
- Room and triage patients.
- Schedule patient appointments accurately for 3 physicians.
- Experienced medical biller using ICD-9 and CPT coding.
- Insurance verification.
- Maintain patient exam rooms ensuring hygienic conditions.
Education
Medical Assisting Program: Certified Medical Assistant -
Des Moines Area Community College
1996
Education Training - undefined
IBM Training Center Des Moines
1992
Skills
- Benefits understanding
- Developing solutions
- Developing relationships
- Paperwork processing
Timeline
Help Desk Analyst
Customer Value Partners
12.2021 - Current
Benefits Counselor
Marsh McLennon and MetLife Auto and Home Insurance
06.2017 - 10.2021
Customer Care Representative
Ventech, Center for Medicare and Medicaid
09.2016 - 04.2017
Patient Navigator
CareMore
11.2015 - 09.2016
Customer Service Specialist
Windstream
11.2010 - 03.2015
Server
Longhorn
01.2008 - 10.2010
Server
Ted’s Montana Grill
01.2007 - 01.2008
Server
O’Charley’s
11.2004 - 01.2007
Customer Associate
Lane Bryant
02.2003 - 02.2004
Medical Receptionist/Medical Assistant
Chattahoochee Internal Medicine
03.2002 - 10.2002
Medical Assisting Program: Certified Medical Assistant -
Des Moines Area Community College
Education Training - undefined
IBM Training Center Des Moines