Tesha Howard
Jacksonville,FL
Overview
21
21
years of professional experience
Work History
Sr, Customer Service Specialist
McKesson Medical Surgical Inc
Jacksonville
11.2021 - 09.2024
- Trained and mentored new team members on customer service best practices, promoting a culture of excellence within the team
- Analyzed customer feedback and trends to identify areas for improvement in service delivery, leading to the implementation of strategies that enhanced customer experience
- Fostered customer empathy by actively listening to concerns and addressing needs with care and professionalism, resulting in improved customer retention rates.
Patient Registration Specialist
Baptist Hospital
Jacksonville
01.2021 - 11.2021
- Implemented new training protocols and procedures for staff, resulting in a 30% decrease in errors during insurance verification processes and an increase in efficiency by 25% using Outlook, EPIC, AHIQA, Salesforce, and Cerner
- Utilized electronic health record (EHR) systems to maintain up-to-date patient information and facilitate seamless care
- Collaborated with medical and administrative staff to resolve patient concerns and improve overall patient experience.
Team Lead
Voya Financial (Acquisition from ING Global)
Jacksonville
05.2015 - 02.2021
- Navigated ING Global's acquisition, advancing from Support Coach to Team Lead in 2008, while ensuring consistent client service and smooth process adaptation
- Managed case management for customer inquiries, ensuring timely and accurate resolution of issues, resulting in a 10% decrease in escalations to higher levels of support
- Utilized active listening skills and empathy to effectively address customer concerns, leading to a 15% increase in customer satisfaction ratings.
Support Coach
ING Global (Acquisition from Citi Street)
Jacksonville
06.2008 - 05.2015
- Played a key role in facilitating the 2015 transition during the acquisition of ING Global by Voya Financial, ensuring seamless integration of team processes and maintaining high client service standards during the organizational change
- Developed and executed training sessions for retirement specialists on effective communication strategies, resulting in a 30% improvement in client satisfaction ratings
- Analyzed complaint resolution data from Highly Compensated Employees at contracted companies like Honeywell, Lockheed Martin, Exxon Mobile, and UPS to identify trends and improve processes, leading to a 20% decrease in unresolved complaints.
Health and Welfare Agent
Citi Street
Jacksonville
01.2004 - 06.2008
- Supported the transition during CitiStreet's acquisition by ING Global, moving from Health and Welfare Agent to Support Coach in 2008, while maintaining consistent client service and adapting to new team processes
- Conducted thorough assessments of client needs and eligibility for various health and welfare services, leading to enhanced access and outcomes
- Delivered personalized guidance to clients regarding benefits, services, and advocacy strategies, resulting in improved client satisfaction.
Timeline
Sr, Customer Service Specialist
McKesson Medical Surgical Inc
11.2021 - 09.2024
Patient Registration Specialist
Baptist Hospital
01.2021 - 11.2021
Team Lead
Voya Financial (Acquisition from ING Global)
05.2015 - 02.2021
Support Coach
ING Global (Acquisition from Citi Street)
06.2008 - 05.2015
Health and Welfare Agent
Citi Street
01.2004 - 06.2008