TIA THOMPSON
East Orange,NJ
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
Integration & Development
The Computer Merchant
12.2024 - 06.2025
- Managed tier 1 support operations for healthcare and internal SaaS platforms, focusing on thorough documentation of issues and efficient escalation processes.
- Collaborated with members and providers to troubleshoot and resolve benefit and access challenges.
- Streamlined communication among technical and operational teams to maintain consistent service delivery and timely case updates.
- Executed protocols for HIPAA compliance, effectively managing sensitive patient data to protect privacy and confidentiality.
- Managed remote work environments to support team engagement and project continuity.
Customer Support Representative – Benefits & Claims
TEKsystems
10.2023 - 03.2024
- Facilitated communication through 50–75 daily calls to assist clients with claims eligibility and enrollment processes.
- Supported members in navigating benefit inquiries and account challenges to enhance customer satisfaction.
- Logged interactions accurately in CRM systems and escalated unresolved issues to supervisors for timely resolution.
- Enhanced operational efficiency for case managers and internal teams through clear documentation and process clarification.
- Implemented strategies to enhance productivity in a remote work environment.
Employee Services Specialist
CTG
07.2022 - 10.2022
- Executed onboarding payroll and HR data processing with a focus on accuracy and confidentiality.
- Oversaw documentation updates to ensure compliance with regulatory and reporting standards.
- Streamlined daily operational tasks by organizing electronic files and ensuring data integrity within systems.
- Facilitated remote collaboration and communication among team members.
Provider Relations Specialist
Everise
07.2021 - 04.2022
- Served as primary liaison for healthcare providers contracted with Centene.
- Facilitated resolution of claims, policy, referrals, billing, and network data issues for providers.
- Facilitated provider education on system procedures and performance standards.
- Monitored and enhanced quality and performance metrics for provider network.
- Facilitated problem triage from providers and directed issues to appropriate internal teams.
- Assisted in maintaining provider information within databases.
- Collaborated with data teams to support data management efforts.
Tier 1 Technical Support Representative
Conduent
08.2020 - 04.2021
- Delivered first-level technical and customer support for Apple devices and services through phone and chat channels.
- Diagnosed and resolved software and hardware issues related to Apple ID, iTunes, and App Store using remote access tools.
- Facilitated resolution of delivery issues through effective coordination with shipping carriers and internal logistics teams.
- Coordinated Genius Bar and retail store appointments to enhance customer service experience. Facilitated returns and refunds, ensuring smooth transaction processes for customers.
- Facilitated customer guidance through device setup, troubleshooting, and basic repair processes.
- Recorded case details and escalated complex issues to higher-tier support teams for resolution.
Education
Associate of Science - Medical Billing & Coding
05.2018
Bachelor of Science - Data Analytics
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Computer skills
- Organizational skills
- Active listening
- Friendly, positive attitude
- Accuracy and attention to detail
- Fast typing speed
- Data management
- Spreadsheet management
HIGHLIGHTS
- 4+ years of remote call center and healthcare support experience.
- Proven ability to handle 30–40+ calls per day while maintaining accuracy and empathy.
- Advanced computer proficiency and strong knowledge of Microsoft Office tools.
- Experience working alongside nurses, case managers, and clinical staff.
- Recognized for professionalism, reliability, and a patient-centered communication style.
Timeline
Integration & Development - The Computer Merchant
12.2024 - 06.2025
Customer Support Representative – Benefits & Claims - TEKsystems
10.2023 - 03.2024
Employee Services Specialist - CTG
07.2022 - 10.2022
Provider Relations Specialist - Everise
07.2021 - 04.2022
Tier 1 Technical Support Representative - Conduent
08.2020 - 04.2021
Ultimate Medical Academy - Associate of Science, Medical Billing & Coding
Western Governors University - Bachelor of Science, Data Analytics