TAVIYA ROBINSON
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses
Overview
9
9
years of professional experience
Work History
Commercial Lines Customer Service Representative
Progressive Casulty Insurance Co.
Cleveland, OH
02.2023 - Current
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Adhered to company policies and procedures while providing superior service
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
Insurance Coordinator
Progressive Casualty Insurance Co.
07.2021 - 02.2023
- Efficiently filed auto insurance claims by accurately collecting and entering pertinent information such as patient data and insurance provider specifics
- Efficiently managed collections and receivables, referrals process and billing to meet revenue goals
- Kept clients informed about the status of their filed auto insurance claims
- Managed auto claim processing, including forwarding cases to relevant departments for further investigation
- Maintained accurate records by promptly updating client and auto insurance information in the company's computer system
- Effectively communicated updates on auto insurance claim changes with insurance clients and agents.
Veterinary Receptionist
Holly Springs Veterinary Hospital
02.2019 - 10.2020
- Answered routine client questions appropriately in accordance with established hospital guidelines regarding hospital services, fees, and preventive care
- Promoted a culture of 'yes' by accommodating client needs
- Effectively scheduled client appointments
- Greeted clients warmly and preparing them for their appointment needs
- Accurately processed cash, checks, charge card, and Care Credit payments
- Performed the end-of-day procedure each evening
- Recommended and implemented processes that maximize efficiency and client service
- Ordered products for the clinic and clients
- Obtained medical records from other veterinary facilities
- Took ownership of the front area of the hospital and creating a positive first impression for all clients
- Set up appointments for checkups and scheduled veterinary consultations and surgical visits for approximately 35 animals per day.
Lead Patient Coordinator
Capital Oral and Facial Surgery
10.2018 - 10.2019
- Supervised waiting area, mopped floors, and rearranged magazines to maintain office
- Answered multiple line phone system for busy animal care facility and responded to questions regarding pricing and services
- Supervised waiting area, mopped floors, sanitized all counters/rooms and rearranged magazines to maintain office
- Gathered current medical information and reviewed histories to gather details for surgeons
- Managed patient check-in and check-out procedures and processed payments
- Checked patient insurance and collected pre-authorizations from providers
- Created and maintained accurate and confidential patient files according to regulatory mandates
- Answered 50 average daily phone calls to schedule appointments and address patient inquiries
- Managed physician calendar, including scheduling patient appointments and procedures
- Oversaw collection of admission, billing and processing documents to meet organizational expectations
- Managed medical practice administrative needs to provide patient satisfaction
- Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
Assistant Manager/Veterinary Technician
Bayleaf Veterinary Hospital
08.2017 - 08.2018
- Managed kennel staff
- Advised kennel staff on sanitation, feeding and general care to promote animal health
- Walked animals outside for potty breaks 3 times per shift to avoid accidents in play areas and on bedding
- Walked dogs of varying sizes at one time while enforcing each dog's good behavior and walking manners
- Met with pet owners, explained lodging, grooming and daily care services and cross-sold specialty products like bows, ribbons, pet toys and treats
- Removed animal waste from kennels, runs and exercise areas, placing in trash receptacles or in-ground septic systems
- Prepared and reviewed records and consent forms
- Checked animals for injury and illness, writing notes regarding symptoms for veterinarian's review
- Restrained and stabilized animals during examination and treatment to safeguard against accidental injuries
- Assisted grooming staff with nail clipping, fur blow drying and combing out matted fur during high-volume periods, including holidays.
Patient Coordinator
Capitol Ear Nose and Throat
07.2015 - 08.2017
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files
- Took messages from patients and promptly relayed to appropriate staff
- Compiled physical and digital documents, charts and reports to meet business and patient need
- Handled all office supply ordering including ink cartridges, toner and paper
- Greeted callers with enthusiasm, answering all phone calls by second ring
- Delivered high-quality administrative and customer service to sustain patient and work flows
- Processed patient payments and scanned identification and insurance cards.
Education
B.B.M in Business Management -
Liberty University
01.2016
Skills
- Passionately focused on providing care and assistance to patients during times of illness or injury
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files
- Took messages from patients and promptly relayed to appropriate staff
- Compiled physical and digital documents, charts and reports to meet business and patient need
- Handled all office supply ordering including ink cartridges, toner and paper
- Greeted callers with enthusiasm, answering all phone calls by second ring
- Delivered high-quality administrative and customer service to sustain patient and work flows
- Processed patient payments and scanned identification and insurance cards
- Strategic thinking skills
- Leadership/communication skills
Timeline
Commercial Lines Customer Service Representative
Progressive Casulty Insurance Co.
02.2023 - Current
Insurance Coordinator
Progressive Casualty Insurance Co.
07.2021 - 02.2023
Veterinary Receptionist
Holly Springs Veterinary Hospital
02.2019 - 10.2020
Lead Patient Coordinator
Capital Oral and Facial Surgery
10.2018 - 10.2019
Assistant Manager/Veterinary Technician
Bayleaf Veterinary Hospital
08.2017 - 08.2018
Patient Coordinator
Capitol Ear Nose and Throat
07.2015 - 08.2017
B.B.M in Business Management -
Liberty University
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