Tamia Trust
Southfield,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in any customer facing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships to lead growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Envolve Benefit Options
01.2023 - Current
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Provide assistance to members and/or providers regarding website registration and navigation
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provide the appropriate level of timely follow ups.
- Maintain performance and quality standards based on established call center metrics including turn- around times
- Managed client records
- Responded to claim inquiries
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Mortgage Loan Originator
Rocket Mortgage
03.2022 - 12.2022
- Provide every client exceptional customer service
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Collected information from banks, institutions and employers to assess applicant eligibility.
- Prepared documents for customers, submitting and overseeing through each step of closing process.
- Explained different types of loans pertaining to client situations.
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Implemented sales strategies that established relationships with realtors and CPAs.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Case Investigator
Detroit Health Department
12.2020 - 02.2022
- We conduct interviews in a professional manner that reflects emotional and cultural awareness.
- Coordinated with public health and local facilities to support isolation and quarantine of individuals.
- Offered basic guidance regarding testing and medical consultation for those exposed to people with COVID-19.
- Reached out to people newly diagnosed with COVID-19 to determine contact histories and potential exposures.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Performed record keeping by logging client information within secure contact-tracing software.
- Targeted specific community groups with wellness and disease management information.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Collected and recorded information in electronic medical records.
Patient Service Representative
Wayne Health
07.2020 - 12.2020
- Perform day-to-day operations of the facility and general office duties including: answering a high volume of inbound calls, placement of outbound calls, monitoring of voicemail, record-keeping, file maintenance, sorting and distribution of incoming mail.
- Instructs patient of date of appointment, arrival time, location of appointment and answer any questions the patient or representative may have
- Greet patients and guests upon arrival, confirm identity and provide necessary information related to their visit
- Confirm patient demographics, insurance information, prior authorizations, physician referrals and other check-in procedures as directed
- Collect co-payments, fees for services and past due balances
- Identify patients eligible for self-pay and sliding fee scale discounts, federal grant funding, financial assistance and budget plans.
- Provide excellent customer service to deliver a positive patient and family experience.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Clinical Service Representative
Henry Ford Health System
10.2019 - 07.2020
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff and patients.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Scans necessary documentation including but not limited to: Photo IDs, Insurance cards, HIPAA forms, Treatment/procedure consent forms, Financial consent forms, Advance Beneficiary Notice (ABN) forms, Advanced directives, Guardianship papers
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Balanced deposits and credit card payments each day.
- Assisted patients in filling out check-in and payment paperwork.
- Administrative tasks to keep office in order including: ordering supplies, copy machines, fax and scanner
Sales and Support Generalist
Victoria's Secret
11.2018 - 10.2019
- Greeted customers and helped with product questions, selections and purchases.
- Helped customers complete purchases, locate items and join reward programs.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Used POS system to process sales, returns, online orders and gift card activations.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Supported loss prevention goals by monitoring shopper behavior.
- Logged reports, expenses, receipts and sales documents into digital database.
Associate Teacher
Bright Horizons Family Solutions
09.2017 - 07.2018
- Lead hands-on activities based on observations of the children’s interests and skills
- Keep the classroom safe and clean by following important procedures and guidelines
- Assist with creating and implementing developmentally appropriate lesson plans
- Assist with lunch and food programs paying attention to allergies and food preferences
- Aide in restroom activities and training.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Promoted sensory development by providing access to different textures.
- Helped lead teacher set up and manage classroom and outdoor activities.
- Supervised learning groups of students in classroom stations.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Completed daily reports, meal count sheets and attendance logs.
Lead Assistant
Northville Public Schools Early Childhood
03.2014 - 06.2016
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Kept areas clean, organized and stocked, and sanitized surfaces and toys each day.
- Consulted with families to discuss activities and behaviors of each child.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Provided one-on-one and peer group tutoring on core subjects for children aged 5 to 12.
Education
Bachelor Of Arts - Public Health
Wayne State University
Detroit, MIHigh School Diploma -
Lewis Cass Technical High School
Detroit, MI06.2012
Skills
- Customer Relationship Management
- Multi-line phone systems
- Medical records
- Insurance Verification
- Loan Origination
- Retail Sales Customer Service
- Customer Relations
- Microsoft Excel
- Microsoft Word
- Staff Training
- Microsoft PowerPoint
- Credit Card Payment Processing
- Active Listening
- Document and Records Management
- Multi-Line Phone Talent
- Typing Proficiency
- Brand Representation
- Money Handling Abilities
- Medical Terminology Knowledge
- Product Organization
- Clerical Support
- Understanding Customer Needs
- Administrative Support
Certification
First Aid Certification
Timeline
Customer Service Representative
Envolve Benefit Options
01.2023 - Current
Mortgage Loan Originator
Rocket Mortgage
03.2022 - 12.2022
Case Investigator
Detroit Health Department
12.2020 - 02.2022
Patient Service Representative
Wayne Health
07.2020 - 12.2020
Clinical Service Representative
Henry Ford Health System
10.2019 - 07.2020
Sales and Support Generalist
Victoria's Secret
11.2018 - 10.2019
Associate Teacher
Bright Horizons Family Solutions
09.2017 - 07.2018
Lead Assistant
Northville Public Schools Early Childhood
03.2014 - 06.2016
Bachelor Of Arts - Public Health
Wayne State University
High School Diploma -
Lewis Cass Technical High School
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