Office, PC OS, Powershell, Python, command line
Tiffany Borkey
Burkburnett,TX
Summary
Enthusiastic Security Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of how to research and navigate various systems and training in awareness. Motivated to learn, grow and excel in Cyber Security.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Benefits Advisor
GuideIT
Plano, TX
03.2021 - Current
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Updated personnel handbooks and individual records to keep filed accurate and detailed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Educated clients on products over phone or face-to-face presentations, highlighting changes in policies offered or advantages over competitor services.
- Advised customers on making decisions regarding health care packages, carefully matching customers with most appropriate products and services.
- Logged all client conversations, policy information and changes in client information at time of each phone call made.
- Answered questions about eligibility determinations and plan options.
- Maintained confidentiality of all employee information.
Customer Advocate
BCBS/HCSC
Wichita Falls, TX
09.2018 - 03.2021
- Documented customer concerns and inquiry resolutions in internal computer system.
- Contacted outside providers on behalf of customers to help solve problems.
- Accessed multiple databases to investigate customer questions and concerns.
- Utilized feedback in guiding hosting of data files to transport data.
- Answered as many as 50 calls each day focused on answering benefits questions and resolving member issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Educated clients on products over phone or face-to-face presentations, highlighting changes in policies offered or advantages over competitor services.
- Logged all client conversations, policy information and changes in client information at time of each phone call made.
- Answered questions about eligibility determinations and plan options.
- Maintained confidentiality of all employee information.
Customer Service Representative
AT&T
Wichita Falls, TX
07.2016 - 08.2018
- Negotiated to collect balance in full.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Handled 80 outbound and inbound calls daily with goal of collecting owed debt.
- Processed payments and applied to customer balances.
- Maintained high volume of calls to meet demands of busy group.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Cyber Security
Kingsland University
Atlanta , Ga 01.2021 - Current
Skills
Proficient in Microsoft OS and Powershell
Relationship building
Written and oral communication
Documentation and reporting
Excellent work ethic
Analytical skills
Interpersonal Communication
Computer proficiency
Multitasking abilities
Cultural awareness
Training & Development
Reading comprehension
Written Communication
Good listening skills
Designing security controls
Wireshark software
Data security
Critical thinking skills
Deductive reasoning skills
Adaptability
Compassion
Teambuilding
MS Office
Collaboration
Planning and Coordination
Computer skills
Clerical
Customer Service
Detail-oriented
Software
Certification
Cyber Security
Timeline
Benefits Advisor
GuideIT
03.2021 - Current
Cyber Security
Kingsland University
01.2021 - Current
Customer Advocate
BCBS/HCSC
09.2018 - 03.2021
Customer Service Representative
AT&T
07.2016 - 08.2018