Tanya Fisher
Ocoee,FL
Summary
Professional with strong background in customer engagement and relationship building. Skilled in communication, problem-solving, and driving customer satisfaction. Known for fostering teamwork, adaptability, and delivering consistent, impactful results. Proven ability to manage changing priorities and exceed expectations in fast-paced environment.
Overview
35
35
years of professional experience
Work History
Customer Engagement Specialist
United Healthcare, Optum
08.2021 - 07.2025
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
- Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
- Complied with corporate policies and promoted and followed company initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Advised 50+ customers daily of benefits and cost share if applicable
- Assist customers with any technical issues when using app or logging in.
Manager
THE FISHER GROUP CORPORATE SERVICES
01.2007 - 12.2018
- Develop a strategic plan to advance the mission and objectives to increase revenue, profitability and growth.
- Oversee company operations to ensure efficiency, quality, service, and cost-effective management of resources.
- Promote and develop existing programs to enhance new concepts that ensure the highest possible quality and service.
- Support Managers with projects, budgets and management oversight to ensure that quality assurance, exceptional performance and customer satisfaction are being enforced within the company;
- Establish and maintain effective internal controls at each location, ensuring all employees are performing and excelling in their positions and duties.
- Develop accurate and aggressive long and short-range financial objectives.
- Lead discussions appropriate to all internal operational procedures, budget and planning areas, priorities of inventory movement, maintenance projects, and personnel.
- Manage staff to ensure consistent delivery of our product and services within the standards of budget, policies, procedures, and quality to satisfy the requirements of the Franchisor.
- Accomplished multiple tasks within established timeframes.
- Successfully increased annual sales each year to highest level at $2.5M.
Assistant Project Manager
ABBOTT LABORATORIES
04.2002 - 03.2007
- Worked closely with Project Managers and other team members to provide support on various projects in Phase I through IV studies to ensure drugs meet the Food and Drug Administration (FDA) regulations.
- Tracked and monitored project schedules and budgets updating and reviewing financial status reports and ensuring deliverable deadlines are met.
- Provided verbal and written communication; interfaced across organizations and worked effectively with teams in various environments.
- Supported clinical trials in US, Germany and Japan of over 800 participants.
Release Manager
LUCENT TECHNOLOGIES C/O COTELLIGENT (CONTRACTOR)
12.2000 - 04.2002
- Responsible for ensuring maintenance and enhancement projects of existing web portals and sites are scheduled and implemented. Develop Risk Management Plan for each project.
- Facilitate meetings and prepare timelines for requested maintenance and enhancements.
- Worked with Marketing, Product, System Analyst, Developers and Testers to ensure issues were addressed and action plans communicated.
- Managed multiple environments and projects with limited resources also required hands on activities of testing of functionality to be implemented.
Manager
AT&T
06.1990 - 12.2000
- Responsible for maintaining verbal and written communication with Product Manager, Pricing, Contracts and Commerciality organization to achieve the common goal of producing a quality product to the GSA Schedule.
- Established guidelines and timeframes to ensure the Product Guide was produced and distributed timely and within budget.
- Responsible for representing Billing Operations on Service Project Teams.
- Communicated all relevant service information to the appropriate teams.
- Identified and coordinated all issues/resolutions and milestones to stakeholders in a timely manner to ensure successful implementation.
- Responsible for supporting the delivery of a new billing platform by prioritizing the business/functional requirements through participation on various teams. The billing platform provided the ability to produce one combined bill that contained multiple services from different business units.
- Performed analysis for direct billing and bundle strategies to determine if profitable and viable.
- Responsible for the end process for Local Market entry by supporting Legal, Marketing, Operations, Product and Systems on implementation of request.
- Responsible for understanding and communicating requirements, assisting in issue mitigation, providing status, and facilitation of negotiations.
- Organized and conducted Local Test Plans to support various releases, provided test execution status and tracking.
- Provided supervision and support to Contractors during the testing phase. Team was nominated for the Circle of Excellence Award in 1999.
Education
Some College (No Degree) - Project Management
BTII Institute
West Orange, NJ08-2019
Some College (No Degree) - Web Designing
Fairleigh Dickinson University
Madison, NJBusiness Management
UNC, Kenan-Flagler Business School
Raleigh, NCBachelor of Science - Business Administration-Marketing
College of Saint Elizabeth
Morristown, NJ05.1995
Associate of Arts - Executive Assistant
Norwich University @ Vermont College
Montpelier, VT05.1984
Skills
- Market Development
- Operations Manager
- Project Management
- Client/Vendor Relations
- Team Leadership
- Staff Training Policy Development
- Process Improvement
- CRM software - Sales Force
- Customer service
Timeline
Customer Engagement Specialist
United Healthcare, Optum
08.2021 - 07.2025
Manager
THE FISHER GROUP CORPORATE SERVICES
01.2007 - 12.2018
Assistant Project Manager
ABBOTT LABORATORIES
04.2002 - 03.2007
Release Manager
LUCENT TECHNOLOGIES C/O COTELLIGENT (CONTRACTOR)
12.2000 - 04.2002
Manager
AT&T
06.1990 - 12.2000
Some College (No Degree) - Project Management
BTII Institute
Some College (No Degree) - Web Designing
Fairleigh Dickinson University
Business Management
UNC, Kenan-Flagler Business School
Bachelor of Science - Business Administration-Marketing
College of Saint Elizabeth
Associate of Arts - Executive Assistant
Norwich University @ Vermont College
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