TATIA BELL
Nottingham,MD
Summary
More than 30 years' experience in customer service (outbound/inbound and face-to-face) with strengths in account maintenance, problem-solving, staff support, and improving procedures. Dedicated, reliable, and punctual with strong communication skills and a proven willingness to support team operations.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
Kelly Benefits
Sparks, MD
08.2024 - Current
- Serve as the primary contact for customers needing assistance with benefit programs, billing, enrollment, and COBRA.
- Provide timely follow-up to brokers, group administrators, COBRA subscribers, carriers, and internal teams.
- Maintain a 96%+ email/MIF quality score.
- Process an average of 12 emails per hour while maintaining quality standards.
- Complete emails/voicemails within 2 business days following priority workflow.
- Perform complex administrative functions independently.
- Communicate professionally and build strong client relationships.
- Stay current on Kelly Benefits policies and procedures.
Accounts Receivable Representative
Concentra
Baltimore, MD
10.2022 - 10.2023
- Managed billing, reducing outstanding accounts by 18% and enhancing cash flow efficiency.
- Resolved client queries promptly, improving customer satisfaction and retention.
- Collaborated with internal teams to streamline payments, achieving timely settlements.
- Analyzed financial data to identify trends supporting strategic planning.
- Implemented tracking system decreasing overdue payments by 12%.
Patient Service Representative
Mercy Medical Center
Baltimore, MD
12.2021 - 10.2022
- Coordinate daily nursing station operations and maintain awareness of unit needs.
- Support efficient flow of patients, visitors, staff, and critical information.
- Provide clerical and administrative support to the department.
- Deliver excellent customer service to enhance patient experience.
- Assist in Operating Room setup and verify neuromonitoring vendor forms.
- Use EPIC to process surgical add-on cases.
- Follow professional and regulatory guidelines.
Admitting Specialist
University of Maryland Medical Center
Baltimore, MD
04.2021 - 12.2021
- Served as first point of contact for all visitors entering the facility.
- Conducted admission interviews, verified insurance, and completed consent forms.
- Ensured smooth patient transfers and accurate documentation.
- Answered questions about procedures, policies, and services.
- Used EPIC to manage and store patient health information.
Sales Consultant
Verizon
Silver Spring, MD
12.2017 - 04.2020
- Handled billing and service-related customer calls.
- Processed orders, validated billing, and educated customers on services.
- Coordinated with internal departments to resolve customer issues.
Receptionist / Operator
Franklin Square Hospital Center
Essex, MD
10.2006 - 07.2019
- Provided coverage for Main Information Desk, ASC, Security, and PBX services.
- Answered calls and provided patient information following HIPAA/PHI protocols.
- Paged physicians for emergent concerns and handled emergency overhead codes.
- Completed continuous training through SITELS modules.
Collections Consultant
Verizon
Silver Spring, MD
06.2010 - 12.2017
- Addressed payment arrangement inquiries from residential and small business customers.
- Investigated service issues, refunds, and disputed charges.
- Ensured compliance with state-specific regulatory guidelines.
- Handled high-volume collection calls professionally.
- Served as acting supervisor for escalated cases.
Fraud Investigator
Verizon
Hunt Valley, MD
10.2000 - 06.2010
- Investigated and prevented calling card fraud.
- Prepared case reports for Verizon Security and law enforcement.
- Handled lost/stolen card reports and resolved fraud-related concerns.
- Trained employees and maintained documentation updates.
- Tracked workflow and analyzed fraud trends.
Proof Operator
Bank of America
Baltimore, MD
05.2000 - 10.2000
- Encoded and processed checks and deposits.
- Balanced in-clearing work and proof-of-deposit records.
- Added transaction codes and ensured accuracy of financial items.
Directory Assistance Operator
Verizon
Baltimore, MD
08.1989 - 10.2000
- Provided directory assistance and completed operator-handled calls.
- Maintained call logs and updated directory information.
- Performed supervisor duties and trained employees.
- Assisted with line testing, intercepted calls, and calling card issues.
Education
Glade Central Community High School
Belle Glade, FLCriminal Justice
Baltimore City Community College
Baltimore, MD09-2011
Skills
- Dedicated work ethic
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Relationship building
- Computer proficiency
Timeline
Customer Service Representative
Kelly Benefits
08.2024 - Current
Accounts Receivable Representative
Concentra
10.2022 - 10.2023
Patient Service Representative
Mercy Medical Center
12.2021 - 10.2022
Admitting Specialist
University of Maryland Medical Center
04.2021 - 12.2021
Sales Consultant
Verizon
12.2017 - 04.2020
Collections Consultant
Verizon
06.2010 - 12.2017
Receptionist / Operator
Franklin Square Hospital Center
10.2006 - 07.2019
Fraud Investigator
Verizon
10.2000 - 06.2010
Proof Operator
Bank of America
05.2000 - 10.2000
Directory Assistance Operator
Verizon
08.1989 - 10.2000
Criminal Justice
Baltimore City Community College
Glade Central Community High School