Tanya Cogdell

Goal-oriented, do-what-it-takes customer service professional offering broad-based background in Consumer and Business inbound call center and support organizations. Experience includes accountable “find it / fix it” team supervision, union/management partnership, support operations, sales, and quality customer service roles. Effective at ensuring seamless transition within a business organization for staff, customers, operations and results throughout corporate culturally impacting shifts and ongoing industry/business transformation.

Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.

• Humana Healthcare, Tampa, Florida, Inbound Contacts Representative 2, 07/10/23, Current, Answer inbound calls from Humana Medicare members and providers addressing inquiries on Medical and Pharmacy benefits., Handles complex benefits questions., Resolves issues and educate members., Records details of inquiries., Review medical claims and provide members with status., Verify and review other insurance., Review preauthorizations., Medicare plans., Review and educate about claims.
• Hillsborough County Schools, Tampa, Florida, Secretary 4 – Administrative Offices, 08/19/22, 07/03/24, Performs secretarial and clerical tasks requiring independent judgement and action., Prepares payroll and maintains in-school personnel records., Manages substitute personnel., Maintains school financial records., Ensures established procedures are followed including receipting onsite funds., Prepares checks for disbursements based on approved check requisitions.
• Spectrum, Tampa, Florida, Sales Coordinator – Sales Enablement, 04/01/21, 08/01/22, Responsible for planning and overseeing projects within the Sales Marketing team., Maintain sales support materials and ensure all resources are accurate and current., Support the Marketing Director in establishing and analyzing promotional items., Support Sales Enablement Supervisors in pulling reports and coordinating HUB training., Answers telephones and takes messages.
• USAA, Tampa, Florida, Member Solutions Specialist, 02/01/17, 04/01/21, Meet the needs of active duty, deployed, retired, and reserves military members and their families., Consult to and with customers on matters related to checking and savings accounts., Personalize each customer contact and work through 95% issues on the initial call., Named team Subject Matter Expert (SME) to champion personal financial accountability.
• Local Manager, Florida Field Operations, Florida, Local Manager, 01/01/14, 12/31/17, Oversaw field operations for Florida’s small, medium and large business fiber-served customers., Supervised team of 16 union-represented technicians., Regularly met with customers on premise., Re-established and cultivated subject matter expert (SME) network.
• Jeopardy Desk Coach, Direct Response Center (DRC), Jeopardy Desk Coach, 01/01/10, 12/31/14, Managed cross-functional and cross-organizational team., Led specialized team of six during business unit startup., Assisted techs on job sites with resolution of end-to-end connectivity issues.
• Business Support Coach, Business Sales and Service, Business Support Coach, 01/01/06, 12/31/10, Tasked with improving results for timely order completion., Managed dedicated team of 12 associates., Facilitated transition from manual to online work tracking system.

• Call Center Operations
• Customer Service
• Team Development
• Business Support
• Quality