Salesforce
TanTani'a Dorsey
Dayton,OH
Summary
Results-driven Customer Service professional with a decade of experience as a Remote Customer Service Representative and Lead Customer Service Representative. Demonstrated expertise in resolving complex customer issues and implementing process improvements, leading to increased customer satisfaction. Strong communication skills and effective account management have consistently enhanced client relationships. Seeking to leverage these competencies in a challenging Customer Service Agent role.
Compassionate professional in healthcare, particularly skilled in providing exceptional home care support. Known for productivity and efficiency in task completion, ensuring comfort and well-being of clients. Specialized skills include patient mobility assistance, basic medical monitoring, and personalized care plan adherence. Excel in empathy, communication, and patience, using these soft skills to enhance client satisfaction and trust.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Home Health Caregiver
Homewell Senior Living
Dayton
08.2024 - Current
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Monitored vital signs, including blood pressure, temperature and pulse rate.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Assisted clients with daily living activities such as bathing, dressing, and grooming.
Remote Customer Service Representative
Safelite Auto Glass
Dayton, OH
01.2021 - Current
- Facilitate appointment scheduling and billing for clients through insurance companies and commercial accounts
- Review and verify account histories to ensure accuracy and stability for claim processing
- Engage with customers to understand their needs, resolve issues, and provide detailed product information
- Implement process improvements to enhance the efficiency and accuracy of insurance verification and reporting
- Consistently exceeded key performance indicators (KPIs) by resolving customer issues efficiently and enhancing overall customer satisfaction
- Promoted to handle email support, enhancing customer communication and issue resolution efficiency
Patient Advocate
United Health Care
Dayton, OH
01.2019 - 01.2021
- Assisted clients with financial issues by reviewing outpatient visits to screen for discounts and discussing payer sources and payment arrangements
- Facilitated the completion of Financial Assistance Forms, HCAP, and Medicaid Applications, ensuring all accounts were reviewed for quality and updated accurately
- Conducted research on health insurance policies for compliance, processed patient payments, and maintained accurate financial records while monitoring patient progress and updating charts
Lead Customer Service Representative
Assurant
Springfield, OH
01.2017 - 01.2018
- Coordinated and motivated a team of Customer Care Representatives to ensure adherence to deadlines and service level agreements, while also overseeing the daily operations of the call center team, including shift scheduling and task assignments
- Served as a subject matter expert to resolve complex or escalated issues and recommended process improvements based on trend analysis and call center reporting, contributing to efficiency gains
- Mentored team members with low production or quality results and managed training programs for new hires and cross-training initiatives, enhancing overall team performance and service delivery
Education
High School Diploma -
Dunbar High School
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Empathy and Active Listening
- Schedule Verification
- Schedule Coordination
- Telephone Etiquette
- Account Updating
- Vital signs monitoring
- Bedside care
- Recording vital signs
- Patient advocacy
- Patient care
Certification
- CPR
- First Aide
Accomplishments
- Key Performance Indicator (KPI) consistently exceeding monthly expectations
Timeline
Home Health Caregiver
Homewell Senior Living
08.2024 - Current
Remote Customer Service Representative
Safelite Auto Glass
01.2021 - Current
Patient Advocate
United Health Care
01.2019 - 01.2021
Lead Customer Service Representative
Assurant
01.2017 - 01.2018
High School Diploma -
Dunbar High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work from home optionCareer advancementPersonal development programsHealthcare benefitsWork-life balanceQuote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Software
Citrix
Microsoft Word
Microsoft Excel
Microsoft Teams
Facets
Languages
English
Native language
English
Advanced (C1)
C1
Interests
Cooking
Reading
Similar Profiles
Albany KingAlbany King
Home Care Provider at Homewell Senior LivingHome Care Provider at Homewell Senior Living
Tara BrowneTara Browne
HHA at Homewell Senior LivingHHA at Homewell Senior Living
Wayne BlagmonWayne Blagmon
PCA at Visiting Angels Living Assistance ServicesPCA at Visiting Angels Living Assistance Services
Tony ScottTony Scott
Package Handler at FedExPackage Handler at FedEx
Stephanie AckerStephanie Acker
Claims Management Coordinator at CareSourceClaims Management Coordinator at CareSource