TANYA D. FUSSELL
Ansonia,CT
Summary
Experienced professional with a proven track record in Customer Support, Sales, and Retention, adept at leveraging data insights to drive strategic decisions. Possess a strong background as a Provider Data Specialist, Excel in optimizing candidate experiences and enhancing customer satisfaction through meticulous data analysis and tailored solutions. The ability to blend technical expertise with a customer-centric approach has consistently delivered results, ensuring seamless operations and fostering long-term relationships. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking opportunities to apply diverse skill sets in a dynamic environment committed to excellence and innovation.
Overview
23
23
years of professional experience
Work History
Candidate Experience Representative II
Checkr, Inc.
04.2023 - 04.2024
- Handled 30-40 inbound phone calls, emails, and chats per day from candidates, resolving their questions with empathy and care.
- Resolved report issues quickly to ensure delivery of high-quality reports within turnaround time deadlines.
- Collaborated with internal teams. Helped answer questions from agents on subject matters regarding policies and procedures.
- Delivered exceptional candidate service by proactively addressing concerns and fostering positive experiences throughout all interactions.
- Informed candidates of policies and procedures.
- De-escalated and resolved many candidate complaints with punctual, polite, and professional service.
- Provided valuable input during team meetings, identifying new opportunities for growth and development.
- Provided valuable input resulting in new opportunities for growth and development.
Candidate Support Agent
Inflection, Inc. (a Checkr Company)
04.2021 - 04.2022
- Handled 30-40 inbound phone calls per day, responded to and sent emails to help resolve candidate questions and concerns with empathy and care.
- Assisted candidates with navigating our background check process, handling website issues they may have been experiencing, and ensuring timely resolution of issues with optimal outcomes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Collaborated with internal teams and delivered exceptional candidate service by proactively addressing concerns and fostering positive experiences throughout all interactions.
- Informed candidates of policies and procedures.
- De-escalated and resolved many candidate complaints with punctual, polite professional service.
Senior Provider Data Specialist
Unitedhealth Group, Inc
04.2017 - 04.2021
- Compiled spreadsheet data to ensure the accuracy of information before input.
- Updated provider records in the record-keeping system.
- Completed data entry tasks with accuracy and efficiency.
- Verified and analyzed entered data by reviewing and correcting data if needed.
- Proved ability to function independently.
- Managed time to ensure metrics are met when possible.
- Applied Knowledge of Health Care definitions and acronyms.
- Contributed to team efforts by accomplishing related results, helping complete team projects, and assisting other associates as needed.
- Applied learned and new skills for daily tasks, improving efficiency and productivity.
- Devoted special emphasis to punctuality and work to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Eligibility Screener / Advocate Specialist
Freedom Disability, LLC
07.2012 - 11.2014
- Managed 40-50 inbound and outbound calls per day for individuals who expressed interest in applying for Social Security disability insurance benefits.
- Screened individuals for potential eligibility for Social Security disability insurance benefits.
- Identified Health Plan members who were or would soon be receiving Medicare due to SSDI approval.
- Conducted initial screening of Consumer Business claimants to determine potential eligibility for SSDI benefits and/or veterans benefits.
- Delivered error-free and properly completed case files to Disability Advocates.
- Consistently maintained productivity levels defined by management relating to monthly productivity, quality of work, and call quality.
- Accurately researched, entered data, and gathered information while conducting screening processes.
- Scheduled claimant appointments with disability advocates when appropriate and helped retain claimants by confirming, answering questions, and updating their status with us.
- Documented all communication with applicants and inputted information into our system.
- Assisted with handling collections, billing, and cash receipts for all areas of revenue.
- Interacted professionally and timely with claimants, and Social Security Administration.
- Backed up other Accounting Specialists as needed.
Customer Service / Problem Debt Management Rep
RBS Citizens, N.A
03.2006 - 03.2011
- Handled 40-50 inbound calls per day calls, performed data entry work, account maintenance, and website assistance.
- Sales of third-party banking products to customers.
- Handled collection of payments and made payment arrangements with debtors.
- Performed credit account research and application searches for recovery, collection, and litigation purposes.
- Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Enhanced company reputation by providing exceptional customer service and support
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Customer Loyalty & Retention Specialist
Pitney Bowes, Inc
09.2001 - 04.2004
- Handled 40-50 inbound calls per day, data entry, and account maintenance.
- Promoted customer retention by using exceptional interpersonal skills
- Retained customers by presenting solutions for their product problems to continue servicing their needs.
- Sent letters, kept customer files in order, performed follow-up calls, closed deals, and made sure each customer was given superior customer service and that their problems were adequately taken care of.
- Provided detailed monthly departmental reports and updates to senior management.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Identified changing customer needs and adapted service strategies to meet them.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
Education
High School Diploma -
Platt Regional Vocational Technical High School
Milford, CT06.1988
Skills
- Excellent work ethic
- Professional telephone demeanor
- Detail Oriented
- Great listening skills
- Compiling data, data verification, and data entry
- Proficient with Microsoft Office Suite
- Strong problem-solving ability
- Negotiation Competency
- Sales and support
- Inbound and Outbound Calling
- Professional telephone demeanor
- Training development aptitude
- Proficiency in customer relationship management (CRM) software
- Strong communication skills for email and chat support
Additional Information
- CRM, Siebel, Pulse, TYSYS, Lotus Notes, Aspire, Jotform
- Zendesk, Talkdesk, Assembled
- Slack, Zoom, Google Meet
- MS Office (MS Word, MS Powerpoint, MS Excel, and MS Outlook)
- Google Mail, Google Drive, Google Docs, Google Sheets, Google Slides and Google Calendar
- Corel PaintShop Pro and Canva
- Mailchimp and Aweber
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Candidate Experience Representative II
Checkr, Inc.
04.2023 - 04.2024
Candidate Support Agent
Inflection, Inc. (a Checkr Company)
04.2021 - 04.2022
Senior Provider Data Specialist
Unitedhealth Group, Inc
04.2017 - 04.2021
Eligibility Screener / Advocate Specialist
Freedom Disability, LLC
07.2012 - 11.2014
Customer Service / Problem Debt Management Rep
RBS Citizens, N.A
03.2006 - 03.2011
Customer Loyalty & Retention Specialist
Pitney Bowes, Inc
09.2001 - 04.2004
High School Diploma -
Platt Regional Vocational Technical High School
References
REFERENCES: Upon Request
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