Tiara Clay
Louisville,KY
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and resolving complex issues, demonstrated during tenure at Guardian Life Insurance. Excels in problem-solving and active listening, significantly improving client retention. Skilled in call center operations and customer relations, adept at turning challenges into satisfactory outcomes.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Guardian Life Insurance
Louisville, KY
08.2021 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Investigated and resolved complex claims, ensuring adherence to policy guidelines and regulatory compliance.
Customer Service Representative
Humana
08.2020 - 06.2021
- The Inbound Contacts Representative acts as a universal customer service agent for our CarePlus members and provides friendly, comprehensive service for a range of issues from ordering durable medical equipment to grievances and appeals. Responsibilities include:
Recording the details of inquiries, comments or complaints, transactions or interactions and taking action accordingly.
Escalating unresolved and pending customer service grievances.
Performing other relevant duties deemed necessary to achieve department and company-wide goals. - Delivered personalized customer service, addressing policyholder concerns and clarifying coverage details.
- Collaborated with healthcare providers to resolve billing issues, facilitating prompt payment of claims.
- Resolved discrepancies in member accounts by conducting thorough research and applying appropriate corrective actions as necessary.
Education
Bachelor’s In Human Resource Leadership - Human Resources
Sullivan University
Louisville, KYSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
Timeline
Customer Service Representative
Guardian Life Insurance
08.2021 - 08.2024
Customer Service Representative
Humana
08.2020 - 06.2021
Bachelor’s In Human Resource Leadership - Human Resources
Sullivan University
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