Tianna Baker
Tallahassee,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Signature Performance
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Managed approximately 30+ incoming calls, emails and faxes per day from customers.
Medical Office Representative
BayCare Medical Group
08.2022 - 02.2023
- Enhanced provider productivity through efficient organization of examination rooms, supplies, and equipment inventory management.
- Contributed to positive patient experience by addressing concerns and answering questions in professional manner.
- Supported continuity of care by recording accurate patient information during intake sessions and updating electronic health records accordingly.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and check-in procedures.
- Strengthened relationships with insurance companies by professionally handling billing inquiries and resolving issues promptly.
- Coordinated referrals to specialists, ensuring patients received the appropriate care in a timely manner.
- Improved accuracy in insurance verification, resulting in reduced claims denials and faster reimbursements.
Customer Service Representative
Transamerica Life Insurance Company
08.2018 - 08.2022
- Updated account information to maintain customer records.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Worked productively in fast-moving work environment to process large volumes of claims.
Home Health Aide
Arcadia Home Care
03.2012 - 03.2020
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
Crew Member
Dunkin Donuts
11.2014 - 01.2016
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
Education
Bachelor Of Applied Studies - Criminal Justice
St. Petersburg College
Clearwater, FL12.2026
A.A Degree - Arts
St. Petersburg College
Clearwater, FL12.2017
A.S. Degree - Digital Forensic & Computer Investigation
St. Petersburg College
Clearwater, FL06.2016
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
- Appointment Scheduling
- Order Processing
- Data Collection
- Live chat support
- Multi-line phone talent
- Medical terminology knowledge
Timeline
Customer Service Representative
Signature Performance
02.2023 - Current
Medical Office Representative
BayCare Medical Group
08.2022 - 02.2023
Customer Service Representative
Transamerica Life Insurance Company
08.2018 - 08.2022
Crew Member
Dunkin Donuts
11.2014 - 01.2016
Home Health Aide
Arcadia Home Care
03.2012 - 03.2020
Bachelor Of Applied Studies - Criminal Justice
St. Petersburg College
A.A Degree - Arts
St. Petersburg College
A.S. Degree - Digital Forensic & Computer Investigation
St. Petersburg College
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