Tiana Ragsdale
Fort Myers,Florida
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
13
13
years of professional experience
Work History
Kempton Care Advocate
The Kempton Group
04.2020 - 05.2024
- Excellent written and verbal communication skills to identify
- Comfortable making lots of calls (inbound and outbound) in call center environment
- Customer-focused to find the appropriate solution
- Passionate about all aspects of customer interaction
- Takes pride in finding solutions for the customer
- Extensive knowledge of microsoft office suite
Me+ Specialist
ConvaTec
11.2016 - 07.2019
- Provided information about ConvaTec Ostomy and Skin Care products
- Handled inbound and outbound phone calls from participants regarding product and customer service issues
- Acquired and demonstrated a high level of product knowledge and competitive product and marketing dynamics
- Effectively adapted to the newly incorporated software of contact/database management
- Accurately completed customer profiles, relevant post call notes, product sample activity, literature fulfillment requests, possible follow up steps, etc
- Remained an active and positive part of team development which included receiving coaching, assisting in new hire training, and attending more extensive training with colleagues on a regular basis
- Ensured that all customer interactions are within HIPPA compliance and followed established policies and procedures
- Supported the team supervisor on miscellaneous projects including covering inbound calls, outbound calls and online chat inquires for the Ostomysecrets.com website
- Organized a training manual and time management schedule for other colleagues who assisted with the website for additional support.
Player Analysis Clerk
Newcastle Casino
05.2011 - 11.2016
- Oversaw the data entry of, maintaining, linking, downloading direct mail extracts, promotion codes, blocks, and groups within the casino management system ensuring pre promotional data is captured and forward to appropriate departments
- Coordinated with third party vendors to supply names for marketing analysis and planned mailings to ensure promotion material is sent to targeted guests
- Provided onsite support during all promotional events ensuring all systems are functioning correctly to provide the best entertainment venue for our guest
- Analyzed and distributed daily, weekly, and monthly reports by manipulating data that is extracted from the systems that show promotions success rates and other pertinent information such as adjusted player tracking points
- Performed Win/Loss Statements for patrons through data obtained from the system and entered the statements into a standardized form and providing to appropriate levels of management
- Provided input on the direction of promotions through detailed data and trend analysis of guests gaming patterns and the effectiveness of our marketing promotions
- Troubleshooted system issues in the casino marketing system ensuring that it is functioning at optimal level, so the guests receive an outstanding entertainment experience.
Education
High School Diploma -
Newcastle High School
Newcastle, OK05.2005
Skills
- Experienced in healthcare and benefit advocation
- Manages multiple tasks effectively
- Strong analytical, investigative, and problem-solving abilities
- Adaptable to new responsibilities
- Empathic listener and persuasive speaker
- Software efficient
- New hire training and teamwork development
- Substantial experience with over the phone troubleshooting and conflict resolution
- Utilizes available resources efficiently and productively in an organized manner
References
Available upon request
Timeline
Kempton Care Advocate
The Kempton Group
04.2020 - 05.2024
Me+ Specialist
ConvaTec
11.2016 - 07.2019
Player Analysis Clerk
Newcastle Casino
05.2011 - 11.2016
High School Diploma -
Newcastle High School
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