Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
TIARA MARKHAM

TIARA MARKHAM

ALLEN,TEXAS

Summary

Tech-savvy detail-oriented and proactive team player with strong organizational skills, a hardworking nature and an adaptable approach looking to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Specialize in quality, speed and process optimization with the ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

CVS Health
11.2020 - 09.2022
  • Effectively handle complaints while consistently demonstrating behaviors that contribute to care achievement of service level goals.
  • Answered 100s of client calls to assist with ordering and mailing specialty medications. Maintained accurate records of calls and changes made for all clients. Maintain confidentiality when dealing with sensitive client information.
  • Communicated effectively with management and teams on all changes or issues.
  • Assist with client benefits and billing issues.
  • Utilized specialized software to process incoming orders, enter data and generate reports.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Tracked customer service cases and updated service software with customer information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Verified insurance eligibility and coverage for patients.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Resolved billing inquiries and disputes in timely fashion.
  • Investigated insurance claims denials and appeals.
  • Answered constant flow of customer calls with minimal wait times.

Overnight Loss Prevention Officer

Omni Hotels
09.2019 - 08.2020
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing clients and personnel to safety.
  • Initiated investigations, monitored investigations to their timely conclusion and ensured appropriate follow-up with guests, visitors and employees while documenting all contacts.
  • Completed and maintained accurate records, shift activity log, codebook and employee/guest interactions, and incident reports.
  • Maintained confidentiality when dealing with sensitive guest or associate issues.
  • Monitored and investigated over 500 hours of video surveillance.
  • Trained personnel on security best practices, protocols and procedures.
  • Maintained security of over 1001 guest rooms and 100s of employees.
  • Used specialized software to track and maintain case incident numbers and logs.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.

Criminal Justice Information Systems Specialist

Georgia Bureau of Investigations
04.2016 - 08.2019
  • Provided customer service to over 1000 criminal justice and private agencies, and general public and communicated information to diverse audience.
  • Developed and implemented procedures and policies when appropriate.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Constructed reports, regulatory-based documents and narratives, routinely drafted memos, letters, and other office documents for distribution that did not require revision.
  • Researched and investigated issues and executed specialized resolutions. Provided reports of findings, interpreted results and recommended changes or improvements when appropriate.
  • Utilized agency resources appropriately by responding to questions from government officials or general public on frequently used rules, regulations, or laws. By utilizing all of information that was gathered and evaluated with ability to properly identify potential violations of rules, regulations or laws
  • Created, reviewed and revised over 50 Standard Operating Procedures (SOPs) while training employees on SOPs and additional duties.
  • Specialized in working large and complex projects for statewide agencies as well as internal departments while meeting required deadlines.
  • Actively answered high volume of customer requests by meeting their needs myself or directing request to appropriate department.
  • Actively sought additional assignments, and successfully completed multiple work assignments simultaneously to deliver exceptional results in timely and efficient manner.
  • Constantly changed work priorities to accommodate sudden and major changes in office.
  • Consistently secured restricted and confidential information.
  • Reviewed and evaluated data to determine if individuals meet security standards, determining eligibility for access to classified or sensitive information.
  • Interpreted, analyzed, and applied compliance and enforcement concepts and regulations.
  • Created, maintained, and updated technical documents and procedures.
  • Assisted department with email-based and phone support.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Provided end-user system and equipment training.
  • Diagnosed and troubleshot hardware, software and network issues.

Patrol Dispatcher

Georgia Department Of Public Safety
11.2014 - 04.2016
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Performed duties of sending, receiving, relaying, monitoring, logging, recording, reporting and interpreting emergency and non-emergency information to and from mobile units or computerized databases; operating radio and other data transmitting equipment.
  • Performed administrative duties necessary for operation of communications center.
  • Communicated with diverse audience.
  • Assisted state troopers and other law enforcement personnel with research, requests and criminal history results.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over 100 daily calls.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.

Education

Bachelor of Criminology And Criminal Justice - Criminal Justice

University of Texas At Arlington
Arlington, TX
12.2015

Skills

  • Google Suite Expertise
  • Exceptional Recordkeeping Abilities
  • Work Organizing and Prioritizing
  • Account Management
  • Managing Multiple Tasks
  • Project Management
  • Verbal and Written Communication
  • Excellent analytical and complex Problem-Solving
  • Microsoft Office Suite Expertise
  • Troubleshooting and Assistance
  • Proficient in customer relationship management (CRM) software
  • Call center experience

Timeline

Customer Service Representative

CVS Health
11.2020 - 09.2022

Overnight Loss Prevention Officer

Omni Hotels
09.2019 - 08.2020

Criminal Justice Information Systems Specialist

Georgia Bureau of Investigations
04.2016 - 08.2019

Patrol Dispatcher

Georgia Department Of Public Safety
11.2014 - 04.2016

Bachelor of Criminology And Criminal Justice - Criminal Justice

University of Texas At Arlington

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TIARA MARKHAM