Tia Liddell
St Louis,MO
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Water Works Company
Saint Louis , MO
08.2023 - 09.2024
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Prevented key account losses by researching discrepancies and correcting problems.
Mail Handler
United States Post Office
Saint Louis , MO
11.2019 - 06.2023
- Sorted and placed mail on racks, shelves or in bins according to predetermined sequence.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
- Labeled containers with proper destination addresses for efficient distribution.
- Followed safety procedures when handling hazardous materials like chemicals and fuels.
- Prepared bulk shipments using shrink-wrapping machine.
- Operated various machines such as scales, pallet jacks, forklifts.
Resolution Specialist
United Healthcare
Richardson, TX
08.2016 - 02.2019
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- I assisted the doctor's office with inquiries regarding coverage for the member. Health and dental benefits. Complaints with claims payments ensuring timely resolution of customer issues.
- Monitored changes in state laws that may affect current or future health insurance plans.
- Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
- Maintained up-to-date knowledge of the latest trends in the health insurance industry.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Pharmacy Technician
Express Scripts
Saint Louis , MO
08.2013 - 04.2016
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Resolved customer complaints and concerns in a professional manner.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided top quality control and eliminated downtime to maximize revenue.
- Adhered to all HIPAA regulations regarding patient privacy and confidentiality.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Pharmacy Technician -
Saint Louis College Of Health Careers
Fenton, MO01-2013
Skills
- Account updating
- Complaint resolution
- Scheduling
- Call center procedures
- Assertiveness
- Credit card payment processing
- Conflict resolution
- Refund management
- Customer service
- Research
- Decision-making
- CRM software
- Calm under pressure
Certification
- Certified Pharmacy Technician
Languages
English
Full Professional
Timeline
Customer Service Representative
American Water Works Company
08.2023 - 09.2024
Mail Handler
United States Post Office
11.2019 - 06.2023
Resolution Specialist
United Healthcare
08.2016 - 02.2019
Pharmacy Technician
Express Scripts
08.2013 - 04.2016
- Certified Pharmacy Technician
Pharmacy Technician -
Saint Louis College Of Health Careers
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