Tatiana Stepney
Vacaville,CA
Summary
Results-driven Customer Service Manager and Case Worker with 20+ years of experience ensuring long-term profitability and fostering strong client and staff relationships. Recognized for outstanding performance, exceeding goals, and generating new revenues. Skilled in training, sales, retention, mediation, and negotiation. Proficient in Word, Excel, and Outlook.
Overview
23
23
years of professional experience
Work History
Global Access Control Supervisor
Allied Universal
11.2022 - Current
- Manage international security personnel and liaise for multiple regions.
- Oversee badging, access and complete tickets, and support SOC operations.
- Coordinate projects, scheduling changes based on escort requirements.
- Handle badge creation for new hires, replacements, and terminations.
Customer Support Manager
TCSI Receivables LLC Company
09.2008 - 11.2022
- Manages 30 representatives, ensuring excellent customer service and business orientation.
- Process accurate data entry and billing and invoice preparation.
- Handles collections, delinquent accounts, payment arrangements, and customer complaints.
- Mentor, train, onboard staff.
- Schedule Staff, conduct performance review (metrics), and handle administrative tasks.
- Experienced in retention of clients and developing and negotiating contracts and building relationships with clients and staff.
- Experienced in strategic planning, developing and managing and for department working directly with CFO for budgeting project management
- Experience in technical support and customer service and escalations.
- Knowledge of California Public Utility Commission General Orders GO 95, 128 and 165.
Case Worker
Aston Carter
01.2022 - 05.2022
- Reviewed and resolved unemployment insurance claims
- Conducted effective outreach to gather necessary information and update claim files
- Prioritized and managed caseload based on leadership priorities
- Maintained thorough documentation and communication
Client Service Representative
DXC Technology
08.2017 - 08.2018
- Respond to inquiries over the phone and emails to answer questions about products and services and insurance policy verification.
- Process requests, update account history, and document results accurately.
- Research customer inquiries, promptly respond, and forward calls to appropriate personnel.
- Assist agents with password resets and initiate death claims.
- Educated and resolved client inquiries regarding account statement information to set up payment arrangements, and account balances due to conversion of policy.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Pharmacy Customer Service Representative
Humana Pharmacy Call Center
12.2015 - 06.2017
- Professionally handles high-volume incoming customer inquiries regarding mail-orders products and services.
- Adjudicating pharmacy claims through Argus and E-post, verifying benefits and researching failures.
- Gather customer information prior approvals for tiers, asses needs, and fulfills request, including billing inquiries and technical support.
- Handle back-office task such as email inquiries and report generation.
- Exceed company and client performance metrics while maintaining a customer-centric approach.
- Continuously identify process improvements to to enhance customer experience.
Manager
Hertz
08.2014 - 05.2015
- Assume MOD role in the absence of assistant and branch managers
- Present ancillary products, assist with billing issues, and process rental payments
- Perform vehicle inspections, manage sales quotas, and handle reservations
- Deliver vehicles to customers and explain rental policies and procedures
- Maintain professionalism, communication skills, and vehicle cleanliness
- Professionally handle high-volume incoming customer inquiries regarding mail-order refills, products, and services
- Process pharmacy claims through Argus and E-post, verifying benefits and researching claim failures
- Gather customer information, assess needs, and fulfill requests, including billing inquiries and technical support
- Handle back-office tasks such as email inquiries and report generation
- Exceed company and client performance metrics while maintaining a customer-centric approach
- Continuously identify process improvements to enhance customer experience.
Patient Account Representative
Children's Hospital Of Oakland
06.2005 - 06.2006
- Responsible for a variety of office/clerical tasks relating to eligibility claims processing and billing with the ability to work between multiple screens.
- Worked with outside entities to determine eligibility for special relief program.
- Contacts patients and responsible parties to resolve past-due accounts and after insurance was calculated and set up special payment arrangements.
- Electronically submitted bills according to compliance guidelines.
- Investigates account status and initiates collection and adjudicate claims and billing payments to ledger.
- Posted payments and processed refund.
Counselor
Bridge Over To Success
01.2001 - 07.2007
- Determined Eligibility for program.
- Managed a high case load.
- Researched Funding and helped with state funding proposal for grants.
- Accomplished student advisory counselor providing educational plans for the A-G college prep requirements along with life skills to disadvantage teens and young adults.
- Providing weekly group and individual training and assessment. Founder of the “Let’s Talk” counseling mentorship program where teen and adults can discuss their goals for success, school, life and educational issues.
- A key motivational speaker at seminars and workshops assisting with personal statements and math workshops, SAT and ACT prep in addition to, setting up college tours.
- Maintained confidentiality of records relating to clients' treatment.
- Guided clients in developing skills and strategies for dealing with problems.
- Offered guidance and advice to help cultivate self-esteem and community involvement.
- Implemented and developed core counseling programs to meet each individual's specific and varying needs.
- Acted as client advocate to coordinate required services or resolve emergency problems in crisis situations.
- Conducted assessments to determine progress and performance and report findings to relevant authorities.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Supervised meetings with family members to help create support system for clients.
Education
Bachelor of Science -
CSU East Bay
Hayward, Ca2015
Skills
- Interpersonal Communication
- Relationship Development
- Leadership
- Training and Onboarding
- Sales and Retention
- Strategic Planning/ Marketing
- Mediation and Negotiation
- Attention to Detail
- Customer Service/Technical Support
- Multitasking and Prioritization
- Benefit Specialist
- Healthcare and Insurance Knowledge
- Budget Forecasting
- Sales Forecasting
- Data Analytics
- Operations Management
- Financial Management
- Project Management
- Policy Enforcement
- Complex Problem-Solving
Timeline
Global Access Control Supervisor
Allied Universal
11.2022 - Current
Case Worker
Aston Carter
01.2022 - 05.2022
Client Service Representative
DXC Technology
08.2017 - 08.2018
Pharmacy Customer Service Representative
Humana Pharmacy Call Center
12.2015 - 06.2017
Manager
Hertz
08.2014 - 05.2015
Customer Support Manager
TCSI Receivables LLC Company
09.2008 - 11.2022
Patient Account Representative
Children's Hospital Of Oakland
06.2005 - 06.2006
Counselor
Bridge Over To Success
01.2001 - 07.2007
Bachelor of Science -
CSU East Bay