Microsoft Office Word 365
Tanya Tisdale
Client And Customer Focused Professional
Cary,NC
Summary
Dedicated and competent professional proficient at succeeding while working complex projects. Strongly demonstrates agility with an attentive eye for detail and initiative for keeping organizational client satisfaction and positive experiences a priority.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Eligibility Analyst
Horne LLP
, CO
09.2022 - 04.2023
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Devised and implemented strategies to streamline eligibility verification processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Completed in depth fraudalent documentation reviews
Appeals Specialist
Horne LLP
, North Carolina
12.2019 - 09.2022
- Acted as a departmental resource on appeals matters.
- Assisted client with Standard Operations Procedures updates
- Responded to attorney inquiries and litigation notices.
- Verified client information by analyzing existing evidence on file.
- Mastered Quality Assurance reviews to avoid delays and ensure staff followed guidelines prior to appeal committee decision making at 100% without any missing required documentation
- Superior customer service skill set, ability to listen, facilitate and negotiate problems.
Closing Specialist
SourcePoint
, NC
10.2019 - 12.2019
- Coordinated with sellers, buyers, escrow agents and real estate agents to complete loan submissions and scheduled closing dates.
- Produced closing instructions and coordinated with title company to monitor closing and funding
- Utilized Salesforce to create memos and invoices for title companies and closing attorneys.
- Maintained checklists of required documentation and open issues affecting closings.
Housing Counselor
North Carolina Housing Finance Agency
, NC
05.2019 - 10.2019
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Maintained full and accurate case files, confidential documents, and databases for all reporting purposes.
- Contributed to the operation of the program and relayed participant feedback for improvements.
- Managed high volume calls and emails daily, setting up appointments, answering questions, and collecting information about specific concerns.
- Monitored progress towards service plan goals.
Global Business Services Professional
IBM
, NC
07.2012 - 03.2019
- Experienced using data warehouse and analytical tools for business purposes.
- Approved and modified risk grade recommendations focused on avoiding potential defaults and foreclosures.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Ensured that duties were performed per applicable standards, policies, and regulatory guidelines.
Senior Customer Care Leader
Xerox
, NC
08.2010 - 06.2012
- Achieved maximum revenue, customer satisfaction, and employee productivity by supervising the daily operations of more than 100 agents and sales functions.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Oversaw day-to-day activities of 150 employees in Apple call center outsource establishment, fostering inspiring atmosphere to optimize employee experiences.
- Received client recognition by implementing successful call quality of service techniques to exceed 98% First Call Resolution target goal at 100% month to month.
Education
Associate of Arts - Business Administration
Strayer University
Washington, DC 05.2001 -
Bachelor of Arts - Health Services Administration
Strayer University
Washington, DC 04.2019 - 09.2023
Skills
Customer Service and Client Engagement
Adaptability
Effective communication skills
Documentation Review
Compliance and Database Management
Teambuilding
Training and Development
Critical Analysis
Problem-Solving
Research and Reporting
Critical Thinking
Resilient
Software
Excel
Outlook
Salesforce Lightning
PowerPoint
Windows Operating Systems
IBM Watson Solutions
Certification
Lean Six Sigma Yellow Belt Certification
Timeline
Eligibility Analyst
Horne LLP
09.2022 - 04.2023
Lean Six Sigma Yellow Belt Certification
08-2020
Appeals Specialist
Horne LLP
12.2019 - 09.2022
Closing Specialist
SourcePoint
10.2019 - 12.2019
Housing Counselor
North Carolina Housing Finance Agency
05.2019 - 10.2019
Bachelor of Arts - Health Services Administration
Strayer University
04.2019 - 09.2023
Global Business Services Professional
IBM
07.2012 - 03.2019
Senior Customer Care Leader
Xerox
08.2010 - 06.2012
Associate of Arts - Business Administration
Strayer University
05.2001 -