Tiana Lindsay
Atlanta,GA
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Customer Service Sales Agent Team Leader
1981 Holdings
01.2022 - Current
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Identified opportunities and found solutions for continuous improvement.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Maintained associate payroll, benefit and performance information.
- Recognized and celebrated individual accomplishments within the team to boost morale and maintain a positive work environment.
- Conducted regular performance reviews for each team member, identifying areas of strength and opportunities for development.
Administrative Assistant
1981 Holdings LLC
01.2020 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
SpEd Paraprofessional
Mountain Brook City Schools Foundation
02.2020 - 01.2021
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Supported student learning objectives through personalized and small group assistance.
- Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Supported instructor with test administration, curriculum development and assignment grading.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, objectives and philosophies 3 times weekly.
- Created lesson materials, visuals and digital presentations to supplement lesson plans.
Debt Collection Specialist
AmSher Collection Services Inc.
07.2018 - 11.2019
- Handled account payments and provided information regarding outstanding balances
- Executed 1,000's of billing tasks and recorded information in company databases
- Monitored 1,000's of outstanding invoices and performed collections duties
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Maintained 98% or higher in accuracy and efficiency monthly.
AT&T Client Services Lead
AmSher Collection Services Inc.
04.2019 - 06.2019
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Managed department call volume of 250 calls per day and coordinated department schedules to maximize coverage during peak hours
- Developed documentation and logs of implemented solutions and generated and submitted reports
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs
Medical Claims Analyst
Greenway Health
01.2017 - 04.2018
- Develops solid understanding of assigned client’s process in order to strategically review and analyze their A/R functions
Conducts regular audits of Medical Billing Specialist claim work for accuracy and quality; manages clean claim ratios for assigned clients
- Established direction to Client Leads on claim audit corrections and resolution
- Prepares and analyzes reports of audit reviews and performance issues with focus on identifying trends, instituting continuous quality improvement initiatives, and identifying and providing on-going training opportunities for specialists
- Provides second-tier review on advanced and escalated claim issues establishing satisfactory resolutions
- Resolves outsource vendor’s escalates claims and claim rework
- Logs all client issues encountered in internal tracking system, including enhancement requests, bugs, errors, and inquiries
- Makes management aware of any client issues or problems
- Modifies process and procedures to prevent claim rework through automation ideas
- Participates in continuing education of applicable software and hardware
- Processed 100 invoices each daily and mailed documentation to clients
Account Representative
Portfolio Recovery Associates
06.2016 - 01.2017
- Achieved sales goals and service performance requirements of $2500
- Ensured superior call quality experience by addressing concerns, demonstrating empathy and resolving problems daily
- Place and receive hundreds of calls daily
- Identify and resolve escalated priority issues
- Pay attention to details in order to update client information
- Use effective communication skills to interpret client complaints
- Research using skip tracing methods to reach clients
- Maintained professional and courteous attitude/tone
- Multi-Task to document all call information
- Follow-Up with clients pertaining to delinquent accounts
- Set up and process payments. Generate appropriate letters by request for clients
- Full compliance with all FDCPA regulations
- Exceed performance goals to achieve monthly quotas
- Handle Negotiations
- Assist Representatives
Education
Bachelor Of Arts - Mass Communications Broadcasting Administrative Technology
Rust College
Holly Springs, MS04.2017
High School Diploma - Honor Student
Huffman High School
Birmingham, AL2015
Skills
- Highly organized
- Microsoft Office proficiency
- Articulate and well-spoken
- Time management
- Meticulous attention to detail
- Works well under pressure
- Social media savvy
- Pleasant demeanor
- Analytical thinker
- PowerPoint presentations
- Computer Skills
- Leadership Skills
- Debt Collection Expertise
- Medical terminology
- CMS-1500 billing form knowledge
- Appointment Scheduling
- Data Entry
- Expense Reporting
- Call center experience
- Remote support tools
- Remote Work Experience
- Virtual Teamwork
Accomplishments
- Customer Satisfaction
- Ensured that customers were satisfied with company products and services by doing purchase follow-up calls
- Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers
- Handled guest complaints, maintaining a positive experience for all
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Superior Evaluations
Timeline
Customer Service Sales Agent Team Leader
1981 Holdings
01.2022 - Current
SpEd Paraprofessional
Mountain Brook City Schools Foundation
02.2020 - 01.2021
Administrative Assistant
1981 Holdings LLC
01.2020 - Current
AT&T Client Services Lead
AmSher Collection Services Inc.
04.2019 - 06.2019
Debt Collection Specialist
AmSher Collection Services Inc.
07.2018 - 11.2019
Medical Claims Analyst
Greenway Health
01.2017 - 04.2018
Account Representative
Portfolio Recovery Associates
06.2016 - 01.2017
Bachelor Of Arts - Mass Communications Broadcasting Administrative Technology
Rust College
High School Diploma - Honor Student
Huffman High School
Certification
- Computer Training Certificate
- Sales Essentials Certificate
- Microsoft Office Certified
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