Tia Jones
Wilmington,NC
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
13
13
years of professional experience
Work History
BioMed Senior Associate
PPD/Thermo Fisher
10.2022 - Current
- Delivered medical & technical information to healthcare professionals and consumers via phone and email improving response time to 20%.
- Facilitated communication with pharmacists, doctors, caregivers, and patients resolving 95% of medical inquires about approved drugs.
- Logged and tracked adverse events and product complaints, ensuring regulatory compliance.
- Utilized Salesforce, Docusign, and other software systems to streamline case management reducing processing time by 15%.
- Resolved patient issues in adherence with company guidelines, achieving a 98% satisfactory rate.
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Custodian
Cape Fear Community College
06.2015 - Current
- Inspected facility and grounds
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Participated in ongoing training opportunities to stay up-to-date on best practices in facilities maintenance.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
Customer Service Specialist
Verizon
08.2021 - 09.2022
- Assisting customers with their cellular devices, late bills, activations, troubleshooting as well as new customer set up, and deactivations
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Lead Radiology Scheduler
NHRMC
08.2017 - 08.2021
- Point of contact between hospitals and physicians offices
- Coordinated radiology appointments for multiple departments, ensuring optimal resource utilization.
- Handling high call volume 70 to 100 calls per shift as well as making outbound calls
- Provided excellent customer service to patients, answering inquiries about radiology procedures and billing processes promptly and accurately.
- Assisted in maintaining up-to-date patient records by diligently updating demographic information and insurance details.
- Upheld HIPAA regulations and standards for protecting patient information.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
Behavioral Aide
New Hanover Regional Medical Center
08.2016 - 10.2017
- Provided one-on-one support for individuals struggling with emotional or behavioral issues.
- Maintained accurate records of progress and interventions, ensuring data-driven decision making for support strategies.
- Conducted functional behavioral assessments to identify triggers and patterns of behavior, informing intervention strategies.
- Collaborated with families and other healthcare professionals to develop comprehensive treatment plans for patients/individuals with behavioral challenges.
- Implent individualized treatments plans under the guidance of Board Certified Behavior Analysts (BCBAs).
- Participate in ongoing training and professional development to stay current with best practices in the behavioral field.
Environmental Services Lead
New Hanover Regional Medical Center
06.2016 - 08.2017
- Communicated with higher management about any changes needed in facility
- Trained new employees on departmental procedures
- Supervised and directed daily work of team of 10 sanitation personnel.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
Professional Medical Office Cleaner
Creative Ways Cleaning
10.2011 - 05.2016
- Assigned to multiple medical office buildings
- Duties included; sweeping, mopping, vacuumed the floors, emptied the waste baskets, dusted work areas, blinds, wiped down entryway doors, and windows, etc
- Ability to work self sufficiently and or with a team.
Education
College in Business Law -
Campbell University
Buies Creek, NC05.2011
High School Diploma -
Eugene Ashley High School
Wilmington, NC06.2008
Skills
- Training and mentoring
- Performance monitoring
- Team Leadership
- Team Supervision
Timeline
BioMed Senior Associate
PPD/Thermo Fisher
10.2022 - Current
Customer Service Specialist
Verizon
08.2021 - 09.2022
Lead Radiology Scheduler
NHRMC
08.2017 - 08.2021
Behavioral Aide
New Hanover Regional Medical Center
08.2016 - 10.2017
Environmental Services Lead
New Hanover Regional Medical Center
06.2016 - 08.2017
Custodian
Cape Fear Community College
06.2015 - Current
Professional Medical Office Cleaner
Creative Ways Cleaning
10.2011 - 05.2016
College in Business Law -
Campbell University
High School Diploma -
Eugene Ashley High School
Similar Profiles
JOHN MORRISJOHN MORRIS
Product Specialist at PPD/Thermo Fisher Scientific Inc.Product Specialist at PPD/Thermo Fisher Scientific Inc.
Christina StreetsChristina Streets
Medical Monitor Safety Administrator at PPD | Thermo Fisher ScientificMedical Monitor Safety Administrator at PPD | Thermo Fisher Scientific
Kim McFannKim McFann
Statistician II at PPD, Thermo Fisher ScientificStatistician II at PPD, Thermo Fisher Scientific
Lori VillarrealLori Villarreal
Associate Director, Clinical Operations at PPD/Thermo FisherAssociate Director, Clinical Operations at PPD/Thermo Fisher
Brandon FishBrandon Fish
Shift Leader at Chick Fil AShift Leader at Chick Fil A