Tanya Rena Jefferson
San Antonio,TX
Overview
20
20
years of professional experience
Work History
Benefits Advisor-Agent/Aflac
Aflac
San Antonio, Tx
04.2020 - Current
- Benefits advisors work directly with business owners and HR representatives to plan supplemental insurance coverage and other value-added services for employees
- It’s a key role with growth potential for you, backed by the power, resources, and trust of a well-known and reputable brand
- And you’ll have the personal reward of helping to provide financial security and added peace of mind to clients when they experience a covered health event.
Software Customer Service Technical Specialist III
Wolters Kluwer Financial Company
Kennesaw, Ga
01.2019 - 01.2020
- The Customer Service Technical Support Associate works under general supervision using established procedures for routine work and detailed instructions for new activities or assignments
- Requires working knowledge and skills of operational or administrative processes achieved through training or work experience to perform a range of technical customer service activities
- Provides assistance with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services for businesses
- Carries out and delivers straightforward administrative, operational, or other basic business services and support
- Uses established procedures for routine work and detailed instructions for new activities or assignments.
Retail Signing Associate/ Macy
s inside Lenox Square
Atlanta, Ga
01.2019 - 01.2019
- Macy’s Signing Associate is responsible for providing a great shopping experience and driving sales and profit through customer service and accurate signing
- Duties include the set-up and removal of signs for promotional events/sales, ringing POS transactions and other duties needed.
Technical Support and Customer Service
Wipro
Atlanta, Ga
01.2019 - 01.2019
- Customer Service- Inbound
- Troubleshoot and Customer Service for Best Buy Geek Squad
- Positively engage with the client during the check-in and check-out process on phone
- Ask probing questions, listen, and record details, and offer an accurate time estimate for the next steps
- Monitor queues and provide a status update to clients
- Clearly communicate with team members
- Support Geek Squad efforts to protect the world, one device at a time.
Inbound customer service
Service/QVC
San Antonio, Tx
01.2018 - 01.2018
- For QVC customers
- Duties include interacting with QVC Customers
- Effectively managed high-volume calls
- Mastered QVC database.
Enterprise Risk Analyst/Kohls Corporate
San Antonio, Tx
01.2017 - 01.2018
- Responsible for executing operational, compliance, and financial reviews of Kohl’s operations, processes, and initiatives
- Compliance projects include reviews of regulatory activities, SOX compliance, and banking partner reviews
- Project risk advisement in strategic business areas at Kohl's including eCommerce, logistics, store operations, finance, credit, marketing, and technology are also performed.
Fraud Analyst
CBE Companies
New Braunfels, Tx
01.2017 - 01.2017
- Analyze account processes and transactions to identify undetected frauds and correlated activities (for example a series of highly suspicious activity leads to ultimate fraud), Review, identify and deter fraudulent activity
- Look for trends to proactively identify characteristics of "good" vs
- Fraudulent" orders
- Inbound and outbound calls to and from consumers related to potentially fraudulent activities, providing excellent customer service in the process, analyzing available information via multiple internal and external tools to identify the issue and bring resolution to improve current cash flow and revenue stream initiatives, reduce fraud losses while improving customer service experience & protection
- Provide excellent customer service to escalated calls when required for Verizon wireless customers.
Debit Card Fraud Analyst
JP Morgan Chase
San Antonio, Tx
01.2009 - 01.2009
- Handled inbound/outbound telephone calls from debit cardholders who suspect fraudulent activity on their account and verified the legitimacy of suspicious or out of pattern transactions on their debit card with the purpose of reducing fraud losses by early detection and prevention of fraudulent activity
- Responsible to review account activity with the callers and identifying the type of fraud and transferring customers to the investigation/claims department when fraud is determined.
Connection Center Associate
E-Commerce Tech/KCI Kinetic Concepts
San Antonio, Tx
01.2005 - 01.2008
- Handled incoming calls from internal and external customers representing KCI Express in a professional manner
- KCI Express is an online product ordering, and customer service platform designed for in-patient and out-patient customers
- KCI Express simplifies the entire ordering process including initial order submission, delivery, tracking, analysis, password resets, and general technical assistance, and service via an intuitive Web-based browser interface
- Before working as an E-Commerce Tech, I worked as a customer service representative for the NCC and input order information into KCI database for medical hospitals, home health agencies, and home patients for medical equipment, and followed HIPPA guidelines., Complete typical transactions for customers, inform customers of contract and non-contract (prepaid) phone plans and advantages, run credit checks for contract-seeking customers, activate phones
- This job included typical sales floor work such as stocking the floor and assisting nearby departments (Electronics/Photo) during periods of high customer volume.
Wireless Associate
Walmart Connection Center
San Antonio, Tx
01.2003 - 01.2005
Sales Agent
SBC Southwestern Bell
San Antonio, Tx
01.2001 - 01.2003
- Handled Inbound/Outbound calls and sold supported communication-related and products such as DSL, and other telecommunication products and services SBC offered, had to maintain quota individual sales target monthly.
Customer Service
Cingular Wireless
San Antonio, Tx
01.2000 - 01.2001
- Customer Service Handled inbound and outbound calls to convert old technology cellular phones to new technology cellular phones
- Also updated customer's cellular contracts to new Cingular wireless plans.
Financial Associate
Citibank
San Antonio, Tx
01.1999 - 01.2000
- Handled Inbound Calls to answer any Customer inquiries with their Citibank bank accounts, also made Sales/Referrals of Financial Center products and services for Customers.
Education
Associate of Arts - Business Administration
American InterContinental University Online
Master’s - Business Administration, Healthcare Management
American InterContinental University Online
Bachelor’s - Business Administration, Healthcare Management
American InterContinental University Online
Skills
- Skills and Highlights of Expertise:
- World Class Customer Service
- Sales
- Luxury Sales
- Cashier
- Business Communications
- Cash Handling
- Fraud/Debit Card Fraud
- Fraud Analyst/Telecommunications
- Data Entry
- Wireless Sales Associate
- Hospitality
- HealthCare Enrollment
- Technical Support
- Microsoft Outlook, Word, PowerPoint
- Communication
- Notary Signing Agent
- Medicare/Healthcare
- Inbound/Outbound Calls
- Software Troubleshooting
- Profit and Loss
- Recruiting
- Hotel Experience
- Banking
- Banking Fraud
- Medical Technology Equipment
- Retail
- HIPAA
- Telecommunications
- Troubleshooting
- Leadership
- OSHA
- Social Media Writer
- E-Commerce
- Prior Authorization
- Salary Management
- Time Management
- Windows and Mac
- Business to Business
- Independent Contractor
- Software Technical Support III Tax Financial Software Support/Business to Business
- Salesforce
Timeline
Benefits Advisor-Agent/Aflac
Aflac
04.2020 - Current
Software Customer Service Technical Specialist III
Wolters Kluwer Financial Company
01.2019 - 01.2020
Retail Signing Associate/ Macy
s inside Lenox Square
01.2019 - 01.2019
Technical Support and Customer Service
Wipro
01.2019 - 01.2019
Inbound customer service
Service/QVC
01.2018 - 01.2018
Enterprise Risk Analyst/Kohls Corporate
01.2017 - 01.2018
Fraud Analyst
CBE Companies
01.2017 - 01.2017
Debit Card Fraud Analyst
JP Morgan Chase
01.2009 - 01.2009
Connection Center Associate
E-Commerce Tech/KCI Kinetic Concepts
01.2005 - 01.2008
Wireless Associate
Walmart Connection Center
01.2003 - 01.2005
Sales Agent
SBC Southwestern Bell
01.2001 - 01.2003
Customer Service
Cingular Wireless
01.2000 - 01.2001
Financial Associate
Citibank
01.1999 - 01.2000
Associate of Arts - Business Administration
American InterContinental University Online
Master’s - Business Administration, Healthcare Management
American InterContinental University Online
Bachelor’s - Business Administration, Healthcare Management
American InterContinental University Online
Texas Notary and Loan Signing Agent
Texas Notary and Loan Signing Agent since 2020
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