TanTani'a Q Dorsey
Dayton,OH
Summary
Adept at navigating complex customer service scenarios, I leveraged my strong attention to detail and exceptional communication skills at Safelite Auto Glass to enhance insurance verification processes, achieving a notable efficiency increase. My leadership at Assurant further honed my ability to drive team success, embodying a solution-driven approach and fostering significant improvements in service delivery. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Rep
Safelite Auto Glass
01.2021 - Current
- Assisting clients with scheduling appointments through insurance companies and also commercial accounts
- Also insist on billing commercial accounts for glass claims
- Reviewing all scheduled appointments
- Review accounts for stable account history for claimants
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Implemented process improvements to enhance efficiency and accuracy of insurance verification.
- Prepared and submitted detailed reports on insurance verification activities and outcomes.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Scheduled and confirmed patient appointments and consultations.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Patient Advocate
United Health Care
Dayton, OH
01.2019 - 01.2021
- Focus on assisting clients with financial issues
- Reviewing all scheduled outpatient visits prior to service to insure that all patients have been screened for discounts
- Ensuring that payer sources and payment arrangements and options have been discussed
- Assist patients with the completion of Financial Assistance Forms, HCAP Application and Medicaid Applications (if applicable)
- Review accounts for quality and confirmation and demonstrate the ability to update all aspects of a patient account
- Demonstrates knowledge of all compliance or legally required registration forms, consents, literature and documents
- Conducted research on health insurance policies to ensure compliance with laws and regulations.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Monitored patient progress throughout treatment courses, updating charts accordingly.
Lead Customer Service Representative
Assurant
Springfield, OH
01.2017 - 01.2018
- Lead, organized, motivated and coordinated the day to day workflow activities of associates that perform the duties required of a Customer Care Representative or Sr
- Customer Care Representative to ensure deadlines/SLA's were met
- Acted as a SME for department to answer procedural questions and assisted in resolving complex or escalated issues
- Assisted with inbound/outbound activity and/or assigned projects
- Ensured cooperation and coordination with other departments in the company
- Utilized knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains
- Worked in multi-client/functional environment
- Assisted in developing revised standards and methods
- Handled highly escalated supervisory type calls and other temporary assignments
- Mentored team based on low production or quality results
- Overseen training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Provided top quality control and eliminated downtime to maximize revenue.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Health Transporter
BlueGreen
Dayton, OH
01.2014 - 01.2018
- Perform duties necessary to provide safe, courteous and efficient transport
- Transports patients by assisting patients in and out of vehicles
- Lifting patients on and off beds; moving them to and from special service and treatment areas, and operating rooms; using wheelchairs or moveable beds
- Operated various types of transport equipment, such as wheelchairs, stretchers, and patient lift systems, with proficiency.
- Communicated effectively with patients of diverse backgrounds, ages, and medical conditions.
- Maintained schedules by delivering patients safely and on time to procedure rooms.
- Logged key information regarding each trip, including mileage, fuel and hours on road.
Education
High School Diploma -
Dunbar High School
Skills
- Strong Attention To Detail
- Written & Oral Communication
- Creative Problem Solver
- Customer Service Management
- Research Practice
- Relationship Building
- Strategic Planning
- Goal Orientated
- Results Oriented
- Team Player
- Solution Driven
- Conflict Resolution Strategies
- Multitasker
- Motivator
- Programming Languages
- Common Operating Systems
- Software Proficiency
- Outlook
- Microsoft Word
- Technical Writing
- Project Management
- Data Analysis
- Scheduling
- Documentation
- Dispute resolution
- Multitasking and organization
- Hospitality and accommodation
- Problem-solving
- Call center procedures
- Verbal and written communication
- Multi-line phone talent
- Information security
- Quality assurance controls
Certification
- CPR
- First Aide
Timeline
Customer Service Rep
Safelite Auto Glass
01.2021 - Current
Patient Advocate
United Health Care
01.2019 - 01.2021
Lead Customer Service Representative
Assurant
01.2017 - 01.2018
Health Transporter
BlueGreen
01.2014 - 01.2018
- CPR
- First Aide
High School Diploma -
Dunbar High School
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