Tatyana Carson
Kansas City,MO
Summary
Customer support professional who is tech savvy and demonstrates customer service, time management, and multitasking abilities. Dedicated to identifying and implementing effective solutions that enhance customer relationships.
Overview
7
7
years of professional experience
Work History
Collections Agent
TruAccord
04.2022 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
Customer Service/ Tech Support
CVS Caremark
01.2020 - 03.2022
- Interact with customers and responded to their questions via email, phone, website live chat, and online forums.
- Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Submit service tickets for requests for equipment maintenance.
- Use test scripts, personal expertise, and probing questions to break down and evaluate user problems.
- Clarify the customer's complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment, and follow up to ensure resolution.
- Assist 125 customers daily by approaching conversations with a positive and empathetic attitude.
- Maintain a high level of professionalism and calmness with all personnel even in high-stress situations.
- Consistently maintain 100% customer satisfaction ratings through quality control.
- Exceed QA & KPI service goals.
- B2B Inbound & Outbound calls.
- Identified patterns in customer inquiries and complaints.
Healthcare Customer Service Representative
Samuel U. Rodgers Health Center
11.2018 - 01.2020
- Average 100 calls, emails, and faxes per day, answering customer questions, solving problems, and providing PHI.
- Route incoming calls to the correct personnel and departments within the company.
- Provide information about their insurance coverage, what is included in the customer’s benefit plan, addressing copays, and assisting with coverage determination.
- Handle prescription refills, order status updates, and tracking.
- Educate customers on online self-service for updates and help troubleshoot these self-services.
- Empathize and resolve concerns to simplify the customer’s healthcare experience.
- Navigate through multiple computer applications with speed & accuracy.
- Provided guidance to patients on the claims process.
Education
High School -
Excelsior Springs High School
01.2018
Skills
- Medical Terminology
- PHI
- Salesforce
- Slack
- Professional Telephone Demeanor
- Sales Expertise
- Complaint Resolution
- Data Entry
- MS Office
- Strong Problem Solver
- Eager To Learn
- Zendesk
- Strong Computer Navigation
- Extremely Organized
- Strong Verbal Communication
- Active Listening
- Type 45 WPM
- Retain Knowledge
- Time Management
- Technical Support
- Payment arrangement
- Collections processing
- Debt negotiation
- Credit adjustments
- Accounts receivable specialist
Timeline
Collections Agent
TruAccord
04.2022 - Current
Customer Service/ Tech Support
CVS Caremark
01.2020 - 03.2022
Healthcare Customer Service Representative
Samuel U. Rodgers Health Center
11.2018 - 01.2020
High School -
Excelsior Springs High School