Tatyana Brown
Miami Gardens,United States
Summary
Customer service oriented professional with call center and leadership experience, capable of providing timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality.
Overview
12
12
years of professional experience
Work History
Remote Sales Representative / Customer Service
American Airlines
01.2022 - Current
- Company Overview: Call Center - Miami, FL
- Answer inbound phone calls in order to assist customers with airline tickets
- Accept and post payments, provide technical assistance, and document call interactions
- Handle contacts from customers and gain trust by providing solutions to travel needs
- Listen to the customers' needs, proactively offer options, and generate revenue by selling tickets and related products and services
- Call Center - Miami, FL
Front Desk Receptionist / Customer Service
Newport Beachside Hotel & Resort
08.2016 - 05.2024
- Company Overview: Miami, FL
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Politely welcomed arriving guests, providing room keys and information on amenities and policies
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Swiftly responded to room requests and other inquiries made via establishment website, email, or phone
- Miami, FL
Operation Manager- Quality Assurance
Lotus Women Shelter
04.2020 - 06.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
Front Desk Agent Supervisor / Customer Service
Holiday Inn
02.2021 - 11.2021
- Company Overview: Miami, FL
- Promoted from Front Desk Agent
- Trained new hires, created staff schedules, delegated tasks, and maintained inventory levels
- Prepared bank deposits, ordered supplies, and completed end of day paperwork
- Provided that critical first impression to guests and had a natural passion for delivering exceptional service
- Checked guests in and out, accepted and posted payments, answered inbound phone calls, and organized corporate accounts
- Miami, FL
Homemaker
Stay at Home Parent
01.2019 - 02.2021
- Ensured household duties were completed and managed household budget
- Coordinated medical care, meals, and social activities
- Remained deadline-oriented and reliable while adjusting priorities and managing time wisely
Cashier / Crew
Mc Donald’s
05.2016 - 09.2020
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Sales Assistant
Armani Exchange
05.2012 - 09.2013
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
Skills
- Medical Billing
- Accounts Receivable
- Collections
- Co-Pay
- Deductibles
- Co-Insurance
- EOBs
- Revenue Cycle Management
- Posting
- Third Party Payers
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Managed Care (HMO, PPO, and POS )
- Workers Compensation
- Medical Office Procedures
- Scheduling
- Insurance Verification
- Insurance Claim Processing
- CMS 1500
- CMS 1450 (UB-04)
- Front Office Operation
- Anatomy & Physiology
- Management
Key Qualifications
- Medical Billing
- Accounts Receivable
- Collections
- Co-Pay
- Deductibles
- Co-Insurance
- EOBs
- Revenue Cycle Management
- Posting Payments
- Government (Medicare & Medicaid)
- Third Party Payers
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Managed Care (HMO, PPO, and POS)
- Workers Compensation
- Medical Office Procedures
- Scheduling
- Insurance Verification
- Insurance Claim Processing
- CMS 1500
- CMS 1450 (UB-04)
- Front Office Operations
- Medical Terminology
- Anatomy & Physiology
- HIPAA Compliance
- Medical Coding (ICD-10-CM, HCPCS, CPT)
Volunteer Experience
1+ year as a Seasonal Hospice Volunteer, Miami, FL
Timeline
Remote Sales Representative / Customer Service
American Airlines
01.2022 - Current
Front Desk Agent Supervisor / Customer Service
Holiday Inn
02.2021 - 11.2021
Operation Manager- Quality Assurance
Lotus Women Shelter
04.2020 - 06.2023
Homemaker
Stay at Home Parent
01.2019 - 02.2021
Front Desk Receptionist / Customer Service
Newport Beachside Hotel & Resort
08.2016 - 05.2024
Cashier / Crew
Mc Donald’s
05.2016 - 09.2020
Sales Assistant
Armani Exchange
05.2012 - 09.2013
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