Tawana Ferraro
Charlotte,NC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both chat, email and phone requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Humana, Inc.
02.2023 - Current
- Answers incoming telephone, digital, or written customer inquiries.
- Assists members with locating participating providers and changing providers as requested.
- Provides guidance on claims, benefits and billing questions
- Initiates and provides status updates for pharmacy prior authorization requests to providers.
- Reviews and provides updates for patient medical referrals and authorizations.
- Performs administrative, clerical, operational, and customer support tasks,
- Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
- Escalates unresolved and pending customer grievances.
- Takes ownership of customers issues to follow problems through to resolution.
- Verifies accuracy of customer account information and updated when necessary.
Seasonal Universal Furniture Associate
Williams-Sonoma, Inc. - Pottery Barn Kids
10.2022 - 01.2023
- Provided customers service and support to customers across all company brands.
- Assisted customers with placing orders, cancelling orders and resolving order issues.
- Assisted customers with scheduling delivery appointments.
- Communicated with clients to find and design layout best suited for client needs and location.
- Updated customers on scheduled deliveries of furniture to homes.
HR Administrative Assistant
Aston Carter, Inc
07.2022 - 09.2022
- Served as a support contact for Amazon employees with questions about their leave absence due to illness or quarantine.
- Took ownership of employee contacts ensuring that each contact was accepted and resolved with a high degree of customer focus.
- Built customer trust by empathetic handling of sensitive issues.
- Resolved queries by referring to documentation such as frequently asked questions and standard operating procedures.
- Assessed new claims and made accurate classifications about the type of absence required.
- Contacted employees as needed and kept them updated on the status of their claim.
- Ensured all tasks and decisions were rendered within the service level agreement.
- Responded to employee inquiries regarding benefits and other HR topics.
FMLA Customer Experience Specialist
ComPsych
04.2022 - 07.2022
- Answered incoming calls to assist clients and their employees with the administration of FMLA, ADA, State and other types of employee leave of absence requests.
- Determined eligibility and requested medical certifications as needed.
- Maintained complete and accurate documentation of requested leaves of absences.
- Tracked absence requests for intermittent and reduced schedules.
- Ensured that all confidential employee leave of absence records were kept in compliance with HIPAA.
- Employee Privacy guidelines and company policy.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
HR Administrative Assistant
Aston Carter, Inc
01.2022 - 04.2022
- Served as a support contact for Amazon employees requesting a leave of absence due to illness or quarantine.
- Took ownership of employee contacts ensuring that each contact was accepted and resolved with a high degree of customer focus.
- Built customer trust by empathetic handling of sensitive issues.
- Resolved queries by referring to documentation such as frequently asked questions and standard operating procedures.
- Assessed new claims and made accurate classifications about the type of absence required.
- Contacted employees as needed and kept them updated on the status of their claim.
- Ensured all tasks and decisions were rendered within the service level agreement..
Customer Care Specialist
Manhattan Life Insurance
07.2018 - 12.2021
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided thorough and accurate information to individual and group members regarding their supplemental and life insurance benefits, premium billing schedules, claims, loan and/or cash surrender values and policy change options.
- Performed policy research and special projects related to Policyholder Services and Claims departments.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Accurately tracked and recorded customer interactions in CRM platform.
Customer Care Specialist
Humana, Inc.
12.2016 - 07.2018
- Addressed incoming telephone, digital, or written customer inquiries in the Dental Member Services and Voluntary Supplemental benefits departments.
- Assisted members with benefits and billing questions and filing claims.
- Performed administrative, clerical, operational, and customer support tasks.
- Recorded details of inquiries, comments or complaints, transactions or interactions and took action in accordance to it
- Verified accuracy of customer account information and updated when necessary.
- Escalated unresolved and pending customer grievances.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accurately tracked and recorded customer interactions in CRM platform.
- Responded to customer inquiries via phone, email and web-based platforms.
Team Lead Customer Care Specialist
Health Payment Systems
08.2015 - 12.2016
- Trained and supervised a team of three Customer Care Specialists.
- Assisted with with healthcare billing, claims questions, and service issues over the phone and via email.
- Provided excellent customer service and support to medical providers, members and third party payors, administrators and other authorized representatives.
- Generated and reviewed daily reporting to ensure team metrics were being met.
- Took ownership of customers issues to follow problems through to resolution.
- Accurately tracked and recorded customer interactions in CRM platform.
- Assessed and offered solutions to improve procedures and customer experiences.
Patient Accounts and Customer Service Specialist
Milwaukee Eye Care Associates
08.2014 - 08.2015
- Assisted patients with inquiries and questions regarding insurance claims and billing.
- Coordinated with insurance carriers to verify patients' coverage for office visits and required treatments.
- Provided prompt and courteous responses to patients' inquiries about their bills.
- Addressed and resolved any payment related concerns.
- Reached out to patients to notify them of outstanding balances in a timely manner.
- Accepted and posted payments and processed refunds to patient accounts.
- Filed insurance claims using EDI and followed up with insurance carriers ensuring that claims are paid.
- Ensured A/R balances are within set limits established.
- Reconciled statements with patient records.
- Worked with health insurance companies to resolve issues with billing, claims and payments.
- Researched billing errors and discrepancies to initiate corrective action.
Customer Solutions Supervisor
Time Warner Cable
02.2013 - 08.2014
- Supervised the daily operations of the Retention call center to reduce churn and help exceed subscriber growth targets.
- Supervised a team of 10 to 15 Retention Specialists.
- Provided real-time daily coaching and support to Retention Specialists to drive performance and increase sales.
- Delivered detailed performance and call metric reporting to staff members on a daily basis.
- Conducted interviews for new Retention Specialists positions.
- Initiated and coordinated activities and incentives to generate and maintain motivation and enthusiasm.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Processed and completed bi-weekly payroll for employees.
Medical Records Clerk
Premier Vision
12.2012 - 01.2013
- Gathered patient information by collecting demographic information via interviews with the patient or their family.
- Maintained master patient index by completing an assigned portion of the daily audit trail.
- Initiated the medical record by creating and processing the patient chart records.
- Tracked and monitored requests for medical records release.
- Maintained record availability by processing charts into the digital patient database.
- Retrieved medical records by following chart-out procedures.
- Delivered charts to assigned areas of the medical office by following established routing procedures.
- Kept health care providers informed by communicating the availability of requested records.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Researched and resolved medical record discrepancies.
Bank Teller
BMO Harris Bank
08.2011 - 02.2012
- Performed various bank transactions such as accepting deposits and loan payments, cashing checks and processing withdrawals.
- Reviewed the customer's requirements and suggested products and services that supported their financial needs.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Aided customers in finding relevant and required information
- Processed customer transactions promptly, minimizing wait times.
- Actively worked towards maintaining customer relations and satisfaction.
- Actively watched out for fraudulent practices and managed any potential risks.
- Adhered to bank regulations and policies.
- Reconciled cash drawer and resolved discrepancies.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Product Support Representative
FIS Global
02.2011 - 06.2011
- Provided comprehensive product support of various payment methods, including virtual cards, ACH, checks, and wires
- Documented customer information and recurring technical issues to support product quality programs and product development
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Waste Management
08.2010 - 01.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
Team Lead Collector
Kohl's Credit Center
11.2009 - 06.2010
- 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.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Telemarketing Supervisor
Time Warner Cable
07.2009 - 11.2009
- Exceeded targets by building, directing, and motivating high-performing sales team.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and implemented strategies to increase sales and improve customer service.
- Monitored daily sales performance and provided feedback to each team member.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Processed and completed bi-weekly payroll for employees.
Lead Customer Retention Specialist
Time Warner Cable
10.2006 - 07.2009
- Developed new strategies for customer retention activities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained and coached new team members on company operations, procedures and policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Supervisor
Time Warner Cable
09.2005 - 10.2006
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Processed and completed bi-weekly payroll for employees.
Customer Retention Specialist
Time Warner Cable
10.2004 - 09.2005
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Payment Services Representative
Time Warner Cable
07.2002 - 10.2004
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Established relationships with customers to encourage payment of delinquent accounts.
Customer Service Representative II
Time Warner Cable
09.1995 - 07.2002
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
Phoenix Alternative High School
Milwaukee, WI06.1994
Skills
- Microsoft Office
- Salesforce
- CRM platforms
- Customer Service Excellence
- Human Resources
- Insurance Verification
- Business Correspondence
- Maintaining Database Information
- Payroll Processing
- Payment Processing
- Documentation
- Quality Assurance
- Issue and Complaint Resolution
- Technical Aptitude
Certification
Medical Insurance Billing and Coding Certification
Everest College - Milwaukee, WI
August 2012 to June 2013
Timeline
Customer Care Specialist
Humana, Inc.
02.2023 - Current
Seasonal Universal Furniture Associate
Williams-Sonoma, Inc. - Pottery Barn Kids
10.2022 - 01.2023
HR Administrative Assistant
Aston Carter, Inc
07.2022 - 09.2022
FMLA Customer Experience Specialist
ComPsych
04.2022 - 07.2022
HR Administrative Assistant
Aston Carter, Inc
01.2022 - 04.2022
Customer Care Specialist
Manhattan Life Insurance
07.2018 - 12.2021
Customer Care Specialist
Humana, Inc.
12.2016 - 07.2018
Team Lead Customer Care Specialist
Health Payment Systems
08.2015 - 12.2016
Patient Accounts and Customer Service Specialist
Milwaukee Eye Care Associates
08.2014 - 08.2015
Customer Solutions Supervisor
Time Warner Cable
02.2013 - 08.2014
Medical Records Clerk
Premier Vision
12.2012 - 01.2013
Bank Teller
BMO Harris Bank
08.2011 - 02.2012
Product Support Representative
FIS Global
02.2011 - 06.2011
Customer Service Representative
Waste Management
08.2010 - 01.2011
Team Lead Collector
Kohl's Credit Center
11.2009 - 06.2010
Telemarketing Supervisor
Time Warner Cable
07.2009 - 11.2009
Lead Customer Retention Specialist
Time Warner Cable
10.2006 - 07.2009
Customer Service Supervisor
Time Warner Cable
09.2005 - 10.2006
Customer Retention Specialist
Time Warner Cable
10.2004 - 09.2005
Payment Services Representative
Time Warner Cable
07.2002 - 10.2004
Customer Service Representative II
Time Warner Cable
09.1995 - 07.2002
High School Diploma -
Phoenix Alternative High School
Medical Insurance Billing and Coding Certification
Everest College - Milwaukee, WI
August 2012 to June 2013
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