Tiana Harris
Orlando
Summary
Customer service professional with 10+ years of experience in high-volume call center and client support environments. Skilled in billing resolution, technical troubleshooting, healthcare member services, and account management. Known for resolving complex issues quickly while maintaining high customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Collections Representative
AT&T
02.2023 - 03.2024
- Managed high-volume calls regarding billing inquiries, service plans, and account concerns.
- Negotiated payment arrangements and extensions to resolve delinquent accounts.
- Conducted credit checks, processed service activations/cancellations, and resolved billing disputes.
Member Services Representative
TTEC
09.2021 - 08.2022
- Assisted members with eligibility, benefits, provider information, and premium billing questions.
- Processed claims and educated members on benefit coverage and plan usage.
- Handled pharmacy inquiries including co-pays, formularies, and prior authorizations.
Technical Support Representative
KellyConnect
01.2021 - 09.2021
- Diagnosed and resolved software and hardware issues for customers.
- Provided step-by-step troubleshooting and documented service tickets accurately.
Customer Service Representative
Randstad
01.2018 - 09.2018
- Handled inbound customer inquiries and resolved service concerns while maintaining high satisfaction.
Sales Associate / Key Holder
Payless ShoeSource
11.2014 - 01.2018
- Delivered personalized customer service, handled cash transactions, and assisted with store operations.
Full Sail Support Tier II
Full Sail University
Winter Park
- Served as liaison between university departments and the public via phone, in-person, and digital channels.
- Assisted students, families, guests, and vendors by assessing needs and connecting them with appropriate departments.
- Provided high-quality customer service and documented inquiries accurately for resolution.
- Rotated between lobby and call center environments handling calls, face-to-face interactions, and administrative tasks.
- Performed front desk responsibilities while maintaining a welcoming and professional environment.
- Trained and mentored newly hired support agents on systems and service procedures.
- Monitored and responded to multiple communication channels in a timely manner.
- Supported data management and outreach projects to ensure student follow-up.
- Collaborated with security and operations departments to support campus communication.
- Conducted outbound calls during high-volume periods to assist with service requests.
Education
Seminole State College
Skills
- Customer Service
- Call Center Operations
- Billing & Payment Resolution
- Technical Support
- Insurance (Health, Auto, Home)
- Microsoft Office
- Data Entry
- Multitasking
- Negotiation
- Claims Assistance
- Customer Issue Resolution
- IOS Support
Certification
Personal Lines Licensed Insurance Agent, Licensed in 30 States
Timeline
Collections Representative
AT&T
02.2023 - 03.2024
Member Services Representative
TTEC
09.2021 - 08.2022
Technical Support Representative
KellyConnect
01.2021 - 09.2021
Customer Service Representative
Randstad
01.2018 - 09.2018
Sales Associate / Key Holder
Payless ShoeSource
11.2014 - 01.2018
Full Sail Support Tier II
Full Sail University
Seminole State College