Tanya McDonald
Waco,TX
Summary
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Overview
35
35
years of professional experience
Work History
Customer Advocate II
HCSC, Blue Cross Blue Shield Of Texas
Waco, TX
02.2010 - Current
- Research and resolve provider problems with friendly, knowledgeable support.
- Document provider concerns and inquiry resolutions in internal computer system.
- Listen to provider issues and provide accurate information.
- Access multiple databases to investigate provider questions and concerns.
- Serve as point of contact for providers to obtain benefits for our members and to assist with any claim issues.
Escalation Specialist
Convergys, AT&T
McGregor, TX
08.2008 - 02.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Team Lead
American Income Life Insurance Company
Waco, TX
08.1996 - 08.2007
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ05.2011
Skills
- Inquiry Research
- Upbeat and Positive Personality
- Call Documentation
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Information Updates
Timeline
Customer Advocate II
HCSC, Blue Cross Blue Shield Of Texas
02.2010 - Current
Escalation Specialist
Convergys, AT&T
08.2008 - 02.2020
Team Lead
American Income Life Insurance Company
08.1996 - 08.2007
Associate of Arts - Business Administration
University of Phoenix
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