Tanya M. Moore

Explained coverage, prior authorization, and billing concerns by interpreting plan provisions for clients.

Managed escalated calls, de-escalating concerns and coordinating appropriate follow-up across departments.

Resolved complex client inquiries regarding billing, membership updates, and eligibility with accurate, compliant guidance.

• Managed in-bound calls from credit union and bank members, addressing routine inquiries about accounts, loans, and payments. Supervised agents in call handling, supported supervisor calls, and completed monthly quality reports on agent performance. Pulled call recordings and sent them to various clients for their review.
• Supervised daily shift operations, maintaining workflow consistency and service standards across assigned team
• Coordinated employee schedules, task assignments, and coverage to support uninterrupted operations
• Trained new staff on procedures, safety expectations, and performance standards

• Answered customer calls, identified equipment issues, and resolved customer concerns related to devices, billing, and service. Contacted customers to continue service with Sirius XM Radio. Converted leads into sales by effectively communicating features and benefits while documenting customer interactions and appointments. Ensured positive customer experience and closed quality sales by overcoming objections.
• Advised clients on service options, resolving inquiries and matching solutions to needs.
• Managed complex cases, ensuring accurate follow-through across internal systems and service teams.
• Coordinated issue resolution with cross-functional stakeholders to maintain service consistency.

• Answered technical questions, handled account issues, and placed orders. Communication with the customer is done both by telephone and email. Led a team in processing order refunds, addressing shipping issues, and answering questions from other agents about customer accounts, policies, and procedures.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.

• Prepared tax returns and answered tax questions for customers while maintaining a professional atmosphere and ensuring accuracy and privacy of customer tax information.
• Managed daily office operations, ensuring smooth tax season workflow and consistent client service.
• Coordinated appointment scheduling, walk-in traffic, and client intake to maintain organized front office processes.
• Oversaw office supplies, records management, and document filing to support accurate tax preparation files.