Tawney Jones
Fort Worth
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Experience Representative II
Molina Healthcare
03.2023 - Current
- The role involves resolving issues, addressing needs, and enhancing the overall experience for Molina's customers through various communication channels
- The representative will work within a structured schedule, demonstrating empathy and professionalism while meeting performance goals
- Provide service support to members and/or providers using various contact center communication channels
- Conduct surveys related to health assessments and member/provider satisfaction
- Accurately document details related to Member or Provider inquiries
- Work scheduled shifts within operational hours, including potential overtime and weekends
- Build rapport and respond empathetically to customers, exceeding their expectations
- Listen attentively to capture relevant information and identify inquiries and concerns
- Meet/exceed individual performance goals in Call Quality, Attendance, Adherence, and other objectives
- Engage and collaborate with various Internal/External departments
- Take ownership of providing resolutions in real time or through timely follow-up
- Support provider needs for inquiries involving member eligibility, covered benefits, and claims status
- Communicate effectively in a professional setting
Client Service Coordinator
Adam Traywick LLC
12.2021 - 05.2022
- Facilitated client coordination, fostering robust relationships and ensuring the receipt of essential information, confirmations, and payments
- Oversaw workflow, promptly reported any issues, and upheld system compliance with established procedures and processes
- Managed appointments, including scheduling and conducting meetings and calls with clients and prospects, to enhance business relationships.
Customer Resolution Specialist
Walmart
10.2020 - 11.2021
- Successfully rectified customer inquiries by leveraging decision support tools, ensuring swift and satisfactory resolution
- Collaborated with team associates to devise and execute effective solutions, enhancing overall customer experience
- Authorized suitable customer compensation, while maintaining adherence to program quality guidelines and resources, optimizing both customer satisfaction and company protocols.
Branch Coordinator
AAA Texas
06.2014 - 08.2020
- Managed and maintained confidential files and records, ensuring seamless operations and information security
- Supported management in staff-related tasks, notably in maintaining employee files and managing timekeeping/scheduling
- Coordinated travel accommodations for members, efficiently handling hotel and car reservations
- Conducted a range of administrative tasks, including processing insurance payments, selling merchandise, and balancing financial ledgers.
Customer Service Representative
Marco Co
01.2014 - 04.2014
- Managed and processed orders, quotes, and data entry tasks, also conducted a daily sales Crystal report to ensure accurate record-keeping
- Handled Ariba orders and confirmations, and effectively coordinated with customers to troubleshoot and resolve issues, along with executing invoicing and credit tasks.
Front Office Manager
TownePlace Suites by Marriott
08.2010 - 09.2013
- Upheld strict adherence to front office operational standards, effectively managing key control and room status updates, while ensuring the fulfillment of VIP requests and maintaining office procedural documentation
- Managed payroll across all departments, ensuring strict budget adherence and minimizing overtime through diligent monitoring
- Assessed staffing needs based on customer volume, business trends, and special events, adeptly creating and adjusting weekly schedules for optimal productivity and customer service.
Education
Cybersecurity Bachelors - Information Technology
WGU
TexasAssociates - Hospitality
University of Phoenix
Arlington, TX01.2012
Certificate - Computer Office Skills
Computer Education Institute
Los Angeles, CA01-2002
Skills
- Appointment management
- Scheduling and Planning
- Account Updates
- Training and mentoring
- File Management
- Service Recommendations
- Membership renewals
- Client Relations
- Payment Processing
- Escalation management
- Database Management
- System Documentation
- Order Processing
- Customer Support
- Complaint Handling
- Client Support
- Research and due diligence
- Client Relationship Building
- Recording calls accurately in call tracking system
- Facilitating client coordination
- Ensuring the receipt of essential information, confirmations, and payments
- Overseeing workflow and reporting any issues
- Upholding system compliance with established procedures and processes
- Managing and maintaining confidential files and records
- Supporting management in staff-related tasks, such as maintaining employee files and managing timekeeping/scheduling
- Coordinating travel accommodations for members, including hotel and car reservations
- Conducting a range of administrative tasks, including processing insurance payments, selling merchandise, and balancing financial ledgers
- Managing and processing orders, quotes, and data entry tasks
- Conducting daily sales Crystal report for accurate record-keeping
- Handling Ariba orders and confirmations
- Executing invoicing and credit tasks
- Upholding strict adherence to front office operational standards
- Managing key control and room status updates
- Maintaining office procedural documentation
- Managing payroll across all departments
- Creating and adjusting weekly schedules for optimal productivity and customer service
Education
true,other
References
References available upon request.
Timeline
Customer Experience Representative II
Molina Healthcare
03.2023 - Current
Client Service Coordinator
Adam Traywick LLC
12.2021 - 05.2022
Customer Resolution Specialist
Walmart
10.2020 - 11.2021
Branch Coordinator
AAA Texas
06.2014 - 08.2020
Customer Service Representative
Marco Co
01.2014 - 04.2014
Front Office Manager
TownePlace Suites by Marriott
08.2010 - 09.2013
Cybersecurity Bachelors - Information Technology
WGU
Associates - Hospitality
University of Phoenix
Certificate - Computer Office Skills
Computer Education Institute
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