Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiana Chance

Las Vegas,NV

Summary

Dynamic customer service professional with extensive experience at Elevance Health, recognized for managing over 45 patients while enhancing satisfaction through effective communication and problem-solving. Proficient in Salesforce and skilled in team collaboration, I consistently deliver exceptional service and foster strong customer relationships, achieving a 97% satisfaction rating in previous roles. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

7
7
years of professional experience

Work History

Customer Service Rep

InTouch medical marketing
12.2024 - 04.2025
  • Manage scheduling, resource allocation, to optimize patient care and operational efficiency.
  • Coordinate patient flow and ensure timely treatment and services.
  • Ensure that healthcare services comply with local, state, and federal regulations.
  • Ensure that the facility complies with healthcare laws, regulations, and industry standards, such as HIPAA (Health Insurance Portability and Accountability Act), OSHA (Occupational Safety and Health Administration), and other local or federal guidelines.
  • Stay updated on healthcare policies, insurance.
  • Assisted customers with inquiries about medical marketing services.
  • Provided product knowledge to clients for informed decision-making.
  • Resolved customer complaints through effective communication and problem-solving.
  • Developed strong customer relationships to encourage repeat business.

Pharmacy Customer Service Associate

Elevance Health
Las Vegas, NV
02.2024 - 10.2024
  • Responsible for managing 45+ patients in the healthcare industry while ensuring quality service.
  • Perform patients onboarding and continued communication through the client lifecycle.
  • Promptly respond to customer inquiries in person or via phone, email, mail, or social media.
  • Focused on partnering with insurance companies to lower patient's co-pay.
  • Maintain patient profile by processing outbound calls adjustments timely.
  • Trained 2 Pharmacy customer service representatives during a period of company expansion to ensure attention to detail and adherence to company policy.
  • Assisted customers with inquiries and resolved issues efficiently.
  • Provided product information and support to enhance customer satisfaction.
  • Processed claims and requests using internal software systems accurately.
  • Addressed escalated concerns promptly, ensuring effective resolutions.

Remote Customer Service Representative

Republic Services
03.2023 - 02.2024
  • Communicate with customers by phone, email or in person to attain information to ensure accurate and timely waste profile approval.
  • Assists and provides support to internal and external customers.
  • Assists customers with waste characterization and related documentation in accordance with facility, state and federal regulations.
  • Maintain customer profiles and contract filing system.
  • Coordinates completion of profile forms, contract forms, collects deposits, prepares change of address records, and issues discontinuance orders.
  • Research operational concerns, questions and discrepancies.
  • Prepare and transmit reports and waste shipment summaries.
  • Prepares manifests for mailing, scanning, or emailing.
  • Processes memos, correspondence, reports and other documents.
  • Reviews billing adjustments.
  • Performs other related duties as assigned.
  • Utilized CRM software to manage customer interactions and track service issues.
  • Educated customers on recycling programs and proper waste disposal practices.
  • Collaborated with team members to improve customer service processes and workflows.

Security Guard

Vegas Plus security
Philadelphia, PA
03.2021 - 10.2023
  • Write detailed incident reports, documenting any security issues, suspicious activities, or events.
  • Submit daily activity reports to supervisors.
  • Greet and assist employees, visitors, and customers, providing information and directions as needed, while maintaining professionalism and security.
  • Manage access control by verifying identities, issuing badges, and ensuring unauthorized individuals are not allowed onto the property.
  • Monitored premises to ensure safety and security of all individuals.
  • Conducted regular patrols to detect suspicious activities and potential hazards.
  • Responded swiftly to incidents, ensuring proper protocols were followed.
  • Collaborated with law enforcement during emergency situations for effective response.

Remote Customer Service Representative

Teltek USAA bank
Las Vegas, NV
03.2021 - 01.2023
  • Assist members with auto, home, renters, and life insurance policies, including inquiries, claims, billing, and adjustments.
  • Support members through the claims process, offering assistance with filing, status updates, and general inquiries.
  • Help members manage their personal and business banking needs, including accounts, cards, loans, and fraud.
  • Handle inbound member calls in a fast-paced contact center environment.
  • Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions that include offering banking products.
  • Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that occurs across multiple channels.
  • Developed banking product knowledge to attract new members and expand relationships with current members through product acquisition.
  • Advise and educate members on available USAA digital tools and resources to improve the user experience.
  • Provide outstanding member service by demonstrating empathy, active listening, and professionalism.
  • Apply strong time and call management skills in assisting members with banking needs.
  • Embrace continuous improvement and development through coaching and collaboration with manager and team member.
  • Assisted customers with inquiries about waste management services and schedules.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Utilized CRM software to manage customer interactions and track service issues.

Home Health Aide

Moravia Health
Philadelphia, PA
11.2017 - 01.2018
  • Received 97% satisfaction rating from patients and insurance companies after completed phone or video calls.
  • Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with Internal and external patients.
  • Manage patient relationships and become a trusted advisor for the patient.
  • Observed and assessed patients behavior.
  • Kept records of patient interactions, processed customer accounts, and file documents to insurance companies.
  • Collaborated with the team to quickly resolve customer complaints with the appropriate action.
  • Bathing, grooming, and dressing assistance.
  • Help with toileting and incontinence care.
  • Assisting with mobility and transfers (e.g., from bed to wheelchair).
  • Medication management.
  • Provided personal care assistance to clients in their homes.
  • Assisted clients with daily living activities and personal hygiene.
  • Monitored client health conditions and reported changes to medical staff.
  • Engaged clients in social activities to promote mental well-being.

Education

High School Diploma -

ICHS
Philadelphia, PA
06.2016

Skills

  • Microsoft Office proficiency
  • Google Suite expertise
  • Salesforce management
  • Cisco Jabber utilization
  • Communication skills
  • Team collaboration
  • Customer relationship management
  • Organizational abilities
  • Multitasking efficiency
  • Problem-solving aptitude

Timeline

Customer Service Rep

InTouch medical marketing
12.2024 - 04.2025

Pharmacy Customer Service Associate

Elevance Health
02.2024 - 10.2024

Remote Customer Service Representative

Republic Services
03.2023 - 02.2024

Security Guard

Vegas Plus security
03.2021 - 10.2023

Remote Customer Service Representative

Teltek USAA bank
03.2021 - 01.2023

Home Health Aide

Moravia Health
11.2017 - 01.2018

High School Diploma -

ICHS