Open To Work
Tawana Brooks
Jacksonville
Work Preference
Summary
Results-driven Customer Service and Administrative Professional with 12+ years of experience in call center operations, medical office support, cash application processing, dispute resolution, and office administration. Proven ability to manage high-volume calls (50+ daily), process payments accurately, resolve complex customer issues, and maintain detailed documentation in fast-paced environments. Strong knowledge of billing support, account reconciliation, data entry, scheduling, compliance documentation, and customer relationship management (CRM) systems. Recognized for professionalism, accuracy, and delivering exceptional service while meeting performance metrics and productivity goals.
Overview
12
12
years of professional experience
Work History
Front Desk / Receptionist
Aviata at Harts Harbor
06.2023 - Current
- Greet and check in residents, visitors, and vendors.
- Manage high-volume multi-line phone systems.
- Provide administrative support including scheduling and correspondence.
- Process cash receipts, manage cash distribution, and reconcile balances.
- Maintain visitor logs and safeguard confidential information.
Resolution Coordinator II
Walmart.com
02.2022 - 06.2023
- Managed 50+ inbound and outbound customer calls daily in a high-volume call center environment.
- Investigated and resolved complex account disputes, billing discrepancies, and payment concerns.
- Reviewed contracts and documentation to determine appropriate resolutions and ensure compliance.
- Documented case activity accurately in CRM systems to maintain detailed customer records.
- Improved customer satisfaction by providing timely follow-up and professional communication.
- Applied analytical problem-solving skills to reduce escalations and increase first-call resolution rates.
Dispatcher / Administrative Support
Glover United LLC
02.2021 - 05.2022
- Coordinated dispatching, routing, and tracking for a five-vehicle fleet using scheduling systems.
- Prioritized and managed 50+ service requests daily while maintaining detailed call logs.
- Processed invoices, bulk pick sheets, shipping documentation, and daily logs.
- Assisted with billing support and ensured accuracy of order documentation.
- Communicated with customers, drivers, and internal departments to resolve service concerns.
- Maintained organized electronic and physical filing systems.
Care Coordinator II
One Call Care Diagnostics
03.2019 - 10.2021
- Provided administrative and customer support in a medical office environment.
- Scheduled patient appointments and coordinated healthcare services.
- Entered and maintained accurate patient records in electronic databases.
- Verified insurance information and assisted with service authorizations.
- Handled high-volume inbound calls while maintaining service-level standards.
- Supported compliance with healthcare documentation and confidentiality requirements (HIPAA).
Quality Control Inspector
Pitney Bowes, Inc.
02.2014 - 08.2019
- Conducted detailed inspections to ensure compliance with quality standards.
- Documented inspection results and maintained production reports.
- Identified process improvement opportunities to reduce errors and increase efficiency.
- Collaborated with cross-functional teams to resolve production and documentation issues.
Customer Service Representative
Blue Cross Blue Shield of Florida
02.2014 - 03.2016
- Handled 50+ daily calls assisting members with benefits, billing, and claims inquiries.
- Explained healthcare coverage, processed service requests, and resolved account issues.
- Met and exceeded call center KPIs including handle time, service levels, and quality metrics.
- Maintained accurate documentation within company systems.
- Supported accounts receivable processes by addressing payment-related inquiries.
Receptionist Administrator
Riverside Post Acute Care
1750 Riverside Ave
03 2026 - Current
Education
High School Diploma -
First Coast High School
Jacksonville, FLSkills
- Customer Service Excellence
- Call Center Operations
- Administrative Support
- Cash Applications
- Payment Posting
- Account Reconciliation
- Medical Office Administration
- Healthcare Coordination
- Dispute & Complaint Resolution
- Conflict Management
- Data Entry & Records Management
- Documentation Accuracy
- Billing Support
- Invoicing
- Accounts Receivable Support
- CRM & Call Center Software
- Microsoft Office (Excel, Word, Outlook)
- Scheduling & Appointment Coordination
- Regulatory Compliance Support
- Quality Assurance
- Process Improvement
- Time Management
Accomplishments
- Successfully resolved complex customer disputes resulting in confirmed billing accuracy and improved client retention.
- Developed Excel-based tracking tools to improve reporting and inventory documentation.
- Recognized for maintaining high customer satisfaction scores in high-pressure call center environments.
Timeline
Front Desk / Receptionist
Aviata at Harts Harbor
06.2023 - Current
Resolution Coordinator II
Walmart.com
02.2022 - 06.2023
Dispatcher / Administrative Support
Glover United LLC
02.2021 - 05.2022
Care Coordinator II
One Call Care Diagnostics
03.2019 - 10.2021
Quality Control Inspector
Pitney Bowes, Inc.
02.2014 - 08.2019
Customer Service Representative
Blue Cross Blue Shield of Florida
02.2014 - 03.2016
Receptionist Administrator
Riverside Post Acute Care
03 2026 - Current
High School Diploma -
First Coast High School
Additional Qualifications
- Strong typing and data entry accuracy
- Experience working in remote and on-site environments
- Ability to multitask in fast-paced settings
- Professional verbal and written communication skills
- Proven record of maintaining confidentiality and handling sensitive information