Summary
Overview
Work History
Education
Skills
Timeline
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Tawanda Mosely

McDonough,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

18
18
years of professional experience

Work History

Security Service Technician

Concentrix WFH Agent
01.2024 - Current
  • Enhance customer satisfaction by resolving complex issues promptly and professionally.
  • Reduce call resolution time through efficient problem-solving and communication skills.
  • Develop strong relationships with clients, resulting in increased customer loyalty and repeat business.
  • Achieve high-quality service by adhering to company policies and procedures during each interaction.
  • Maintaine a thorough knowledge of products and services to provide accurate information to customers.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.

Client Support Specialist

Arise WFH Agent
06.2017 - 01.2023
  • Assisted in training new hires and offered ongoing support to help them reach their full potential.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Streamlined team efficiency by implementing new procedures for handling customer requests.
  • Assessed customer issues and identified resources and tools to provide solid solutions, with an emphasis on minimizing customer effort.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Increased first-call resolution rates, reducing the need for follow-up calls, and improving customer satisfaction.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.

Medical Biller/ Office Manager

Clayton Primary Healthcare
10.2010 - 03.2015
  • Prepared billing statements for patients and verified correct diagnostic coding.
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Assessed processes and procedures, complying with OSHA and HIPAA regulations.
  • Oversaw accounting, budgeting, and financial reporting.
  • Built relationships with physicians to create steady referral pipeline.
  • Prevented financial delinquencies by working closely with managers to resolve billing issues before becoming unmanageable.
  • Reviewed patient records, identified medical codes and created invoices for billing purposes.
  • Prepared accounts with past due balances and transferred those cases to collection agency.
  • Posted payments and collections on regular basis.

Rural Carrier Associate

United States Postal Service
12.2005 - 10.2010
  • Cased, delivered, and collected mail along a prescribed rural route using my personal vehicle
  • Provided for mail security at all times
  • Served in all kinds of weather
  • Sorted mail in delivery sequence for the assigned route
  • Received and signed for accountable mail; and picked up mail from customers and roadside boxes
  • Delivered mail and packages to customers on prescribed route while processing check submissions, money orders and stamp purchases in field.
  • Maintained records on customers with mail forwarding and change of address requests.

Education

Some College (No Degree) - Medical Insurance Billing

MedTech College
Atlanta, GA

Associate of Science - Criminal Justice

Florida Atlantic University
Boca Raton, FL

High School Diploma -

Glades Central High School
Belle Glade, FL

Skills

  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • Responding to Difficult Customers
  • Customer Account Management
  • Verbal and Written Communication
  • Order and Refund Processing

Timeline

Security Service Technician

Concentrix WFH Agent
01.2024 - Current

Client Support Specialist

Arise WFH Agent
06.2017 - 01.2023

Medical Biller/ Office Manager

Clayton Primary Healthcare
10.2010 - 03.2015

Rural Carrier Associate

United States Postal Service
12.2005 - 10.2010

Some College (No Degree) - Medical Insurance Billing

MedTech College

Associate of Science - Criminal Justice

Florida Atlantic University

High School Diploma -

Glades Central High School

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Tawanda Mosely