Tianna Cadlett
Durham,North Carolina
Summary
Knowledgeable and dedicated customer service professional with extensive experience in remote call center industry. Collaborative leader with dedication to partnering with coworkers to promote engaged and empowering work culture. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Dispatch Operations Manager
Eason's Logistics Towing and Recovery
04.2023 - Current
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Customer Service Professional
AnswerFirst
08.2023 - Current
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted customers by answering questions and responding to inquiries.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Healthcare Customer Service Representative
WellCare Insurance
09.2022 - 08.2023
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Resolved patient billing issues in line with established guidelines.
- Providing excellent customer service by promptly answering patient inquiries.
- Managed approximately 80 inbound calls per day.
Education
Bachelor of Science - Criminology
Johnson C Smith University
Charlotte, NC12.2020
High School Diploma -
Southern School Of Energy And Sustainabi
Durham, NC06.2017
Skills
- Customer service excellence
- Quality Assurance
- De-Escalation Techniques
- Payment Processing
- CRM Software
- Data Entry
- Call Management
- Data Collection
- Scheduling
- Product Knowledge
- Complaint resolution
- Microsoft Excel
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Service Professional
AnswerFirst
08.2023 - Current
Dispatch Operations Manager
Eason's Logistics Towing and Recovery
04.2023 - Current
Healthcare Customer Service Representative
WellCare Insurance
09.2022 - 08.2023
Bachelor of Science - Criminology
Johnson C Smith University
High School Diploma -
Southern School Of Energy And Sustainabi
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