Taniqua Horne
Charlotte,NC
Summary
Customer service professional with 15 years of experience,
specializing in providing exceptional service, complaint resolution, managing customer inquiries, claims validation, and customer retention. Extensive background and skilled in
handling complex inquiries related to accounts, claims, and
retirement and survivor benefits. Highly skilled in handling sensitive financial information, solving complex problems, and ensuring customer satisfaction while maintaining compliance with organizational policies. Seeking a role where I can leverage any or all of my expertise in a growth potential environment.
Overview
15
15
years of professional experience
Work History
Matters Requiring Attention Validation Specialist1
Bank of America
04.2020 - 05.2024
- Complete assignments and turn them in daily, the assignments consist of listening to calls that are on the assignment and complete or fix the failure shown.
- Fill out an MRA form showing what system the call was found in, the Segment ID of the call, and the time and date. Also label whether it is an initiation call, reconsideration call, a call that is not required, or cannot be found.
- Used multiple systems to locate calls.
- Performed gap analyses between existing practices and required standards leading to the development of targeted action plans for compliance achievement.
- Collaborated with cross-functional teams to ensure timely completion of validation projects, meeting regulatory requirements.
- Developed validation master plans, process flow diagrams and standard operating procedures.
- Collaborated with cross-functional teams for identification and resolution of validation issues.
- Documented entire validation process, noting changes or alterations completed.
- Assisted in the preparation of regulatory submissions by providing validation-related documentation, contributing to successful approval outcomes.
Claims Representative
Bank of America
04.2020 - 05.2024
- Worked productively in fast-moving work environment to process large volumes of claims and enhanced customer satisfaction by filing claims within appropriate timeframe.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during claims process.
- Delivered exceptional customer service showing willingness to help, providing excellent listening skills, and multi-tasking to completion. Addressed concerns and resolved issues promptly.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Served as subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Customer Service Representative
Bank of America
04.2020 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to positive feedback from clients.
- Assisted customers in navigating company website for self service options improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as top performer on team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions by notating each call ensuring proper follow-up and resolution of issues contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Retention Specialist
Conduent
02.2015 - 02.2020
- Delivered excellent customer service to customers inquiring about their accounts.
- Researched and resolved any issues on first call, implementing first call resolution.
- Assist customers with any account maintenance.
- Thoroughly researched and resolved any complaints.
- Identify and offer customer products and services for possible upgrade.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Contributed to company growth by upselling additional products and services during support interactions.
- Adhered to appropriate legal scripting when required.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Trained junior team members, boosting overall department performance and service quality levels.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Collections Specialist/Customer Service Representative
Trotech INC
10.2012 - 02.2015
- Made outbound calls to customers with past due accounts providing payment arrangement and settlement options.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full or to come to mutually agreeable repayment plan by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes, improving customer payment compliance.
- Developed personalized payment arrangements for customers facing financial hardships, maintaining customer loyalty.
- Reviewed intricate scenarios to provide account resolution.
- Assisted customers with credit review and/or counseling.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Contributed to positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Responded to customer inquiries and provided detailed account information.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained accurate records of customer accounts, payments and payment plans.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Specialist
Iqor
10.2009 - 09.2012
- Assisted customers with inquiries regarding new accounts and account maintenance, including explaining complex retirement and survivor benefits information.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Advised clients on long-term financial planning, including understanding impacts on retirement savings.
- Promptly responded to inquiries and requests from prospective customers.
- Experience transitioning from basic account servicing to managing claims, including those related to retirement and survivor benefits.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Resolved customers issues within their account and dispatched technicians as needed.
- Coordinated technician services and ensured timely resolution of customer needs, adhering to high service standards.
- Processed work orders.
- Researched and resolved any billing issue.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high call volume while maintaining courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
High school diploma -
West Charlotte High School
Charlotte, NC06.2009
Skills
- Customer Service
- Complaint Resolution
- Risk Mitigation
- Credit Review and Credit Analysis
- Product and Sales Experience
- Clear Communication Skills
- Problem Solving Skills
- Account Management
- Account Setup
- Account Research
- Accounts Receivable
- Salesforce
- CRM Software
- Proficient in Microsoft Word and Microsoft Excel
- Claims Processing and Validation
- Knowledgeable in Retirement and Survivors Benefit
- Able to identify problems and quickly resolve
- Detail oriented and adapts quickly
- Dependable and able to lead
Personal Information
- Title: Customer Service and Claims Validation
- Work Permit: Authorized to work in the US for any employer
Timeline
Matters Requiring Attention Validation Specialist1
Bank of America
04.2020 - 05.2024
Claims Representative
Bank of America
04.2020 - 05.2024
Customer Service Representative
Bank of America
04.2020 - 05.2024
Customer Retention Specialist
Conduent
02.2015 - 02.2020
Collections Specialist/Customer Service Representative
Trotech INC
10.2012 - 02.2015
Customer Service Specialist
Iqor
10.2009 - 09.2012
High school diploma -
West Charlotte High School
Similar Profiles
Kevin BetheaKevin Bethea
Digital Ambassador at Bank of AmericaDigital Ambassador at Bank of America
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
Anne MilneAnne Milne
Managing Director - Global Head EM Credit Research at Bank of AmericaManaging Director - Global Head EM Credit Research at Bank of America
Samantha DempseySamantha Dempsey
Fraud Servicing Representative at Bank of AmericaFraud Servicing Representative at Bank of America
Bridgett LeaphartBridgett Leaphart
Case Manager at CencoraCase Manager at Cencora