Summary
Overview
Work History
Skills
Timeline
Generic

Taniya Brown

Fort Lauderdale

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Liberty Dental
09.2023 - Current
  • Answer an average of 70 calls per day
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Register new patients and update existing account, handling any system red flags as they are encountered.
  • Verify patient insurance information and prior authorizations.
  • Maintain current knowledge of HIPAA compliance and OSHA compliance.

Customer Service Representative

Chewy Inc
04.2022 - 09.2023
  • Answer an average of 50 calls per day.
  • Provide exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction through various communication channels including phone, email, and chat.
  • Assist customers with order placement, product inquiries,account management,and troubleshooting issues deliver a seamless experience.
  • Maintain a deep understanding of Chewy's product offerings, services, and policies to provide accurate and relevant information to customers.
  • Achieve and consistently exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
  • Collaborate with team members and other departments to resolve complex customer issues and ensure a unified customer service approach.
  • Utilize customer feedback to identify opportunities for process improvement and contribute to enhancing service delivery.
  • Handle high-volume customer interactions efficiently, maintaining a calm and professional demeanor in challenging situations.
  • Keep detailed and accurate records of customer interactions, ensuring proper documentation and follow-up actions.

Customer Service Representative

Sunshine HealthCare
07.2021 - 04.2022
  • Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
  • Review computer systems and/or other reference materials to complete the verification process.
  • Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
  • Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental processes.
  • Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
  • Follow up on unresolved issues in a timely manner, escalating call trends to management.
  • Deliver an excellent customer service experience while meeting quality and production standards.
  • Perform other relevant tasks as assigned by management.

Customer Service Representative

Global Response
08.2019 - 12.2021
  • Created engaging, memorable service interactions with our members on inbound calls, chat, email and other emerging channels.
  • De-escalated calls via active listening to identify needs and provide timely solutions.
  • Provided customers with convenient ways to manage their accounts, enable digital payments, and provided solutions that meet their financial needs.
  • Provided the first call resolution, while following strict procedures that met compliance guidelines.
  • Identified and offered the customers the products and services they needed and wanted to succeed financially.
  • Processed payments, refunds and recorded important customer data.
  • Navigated multiple computer screens, applications, and utilized search tools to find information.

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry

Timeline

Customer Service Representative

Liberty Dental
09.2023 - Current

Customer Service Representative

Chewy Inc
04.2022 - 09.2023

Customer Service Representative

Sunshine HealthCare
07.2021 - 04.2022

Customer Service Representative

Global Response
08.2019 - 12.2021

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Taniya Brown