Tiara McFadden
GA
Summary
Professional summary of an experienced, qualified, self driven, motivated customer service representative with extensive years in customer service, consumer relations, clerical administration, and sales expertise within various settings. Generally, workplace environments are fast-paced, innovative, and team-oriented. Training and skillsets obtained are CRM, PHI record privacy and HIPAA regulation law knowledge, Salesforce MS Office Suite, Excel, MS Teams, multi-screen and phone line systems, type 35-40 wpm, exceptional verbal and written communication, medical terminology knowledge, data integrity, de-escalation skills, client retention, collaborative. Dedicated to building strong workplace rapport that promotes positive imaging of the company's mission. Characteristic attributes are an active listener, empathetic self-starter, compassionate, time manager, exhibiting diligence and accountability demonstrated by professionalism and productivity.
Overview
16
16
years of professional experience
Work History
Senior CSR II / Pharmacy Benefit Specialist
Elevance Health
08.2023 - 11.2024
- Enrolled Medicaid and Medicare recipients in a pharmacy benefit program with 150-200 outbound calls daily
- Tracked client adherence and compliance to treatment plans
- Organized and analyzed medical records and utilized medical terminology
- Developed spreadsheets
- Used Salesforce and other CRM tools for managing customer interactions
- Collaborated with pharmacies to coordinate services and troubleshoot issues
- Developed strategies to promote client retention and conducted data tracking surveys
Senior CSR Administrator Assistant / Case manager
Appleone Employment-/Maximus/ Federal contract
02.2020 - 05.2023
- Covid-19 Investigator, maintained administrative duties, assisting in Covid-19 public healthcare relations for the government
- Act of point-of-contact, patient registration, research, patient record keeping using Chexout patient software platform
- Resolution de-escalator, medical appointment scheduling, troubleshooting, used medical terminology, support and resource advocate
- Frequent certification and course objective training per health and business administration project assigned
Quality Inspector/production worker
Pilgrim's Pride
08.2019 - 01.2020
- Monitoring the production of chicken, packing, reinforced safety guideline
- Monitored operations, document GMP's and follow procedures that preserve the quality of the products
- Data entry, daily reporting
Sales representative
Telecom Communications
09.2017 - 05.2019
- Inbound/outbound sales calls, answering 100-150 calls per day
- Established accounts for internet, cellular and cable for residential and commercial customers
Server
Olive Garden Restaurant
01.2013 - 10.2017
- Served food and beverages in a high volume Italian restaurant
- Suggestive up sales on wine and alcoholic beverages
- Explained menu items in full details, opened and poured wine
- Wearing banquet attire is a fine-dining experience
- Assisted team members, cleaned replenished items, and rolled silverware
- Additionally, I became a safe serve certified employee in this position to pursue management opportunities
Zerorez call center / Contract CSR/Sales Rep
Bobby Dodds Institute
10.2014 - 06.2017
- Daily routine consists of professional interaction with team members, complete client request needs
- Build potential prospects, marketing, inbound/outbound calls, set appointments, dispatched technicians
- Sent emails, filing, faxing, follow-ups, and completed spreadsheets for various assignments
CSR/Receptionist
United Auto Repair & Collision
02.2009 - 04.2013
- Communicated with supervisors and auto technicians
- Politely greeted customers entering the shop
- Described car repair needs and accurately explained price estimate details and prepared invoices
- Answered an average of [80-100] calls per day
- Maintained organized record keeping of part orders, receiving shipments, and bookkeeping
- Cleaned the front area and maintained housekeeping
- Assisted customers with car repair with auto knowledge and information in person, via telephone, and emails
Education
Athens Technical College
Chattanooga State Community College
High School -
Stephenson High School
Sales Essentials Certificate -
Disease Intervention specialist Certificate -
John Hopkins Course training
Customer Services Etiquette training
Skills
- Escalation handling
- Reporting and analysis
- Customer retention strategies
- CRM software expertise
- Scheduling
- Account updating
- Documentation
- Task prioritization
- Customer service
- Shipping and receiving
- Lead generation
- Microsoft Office Suite
- Team development
- Key stakeholder relationship building
- Report creation
- Typing proficiency
- Training development aptitude
- Customer relations
- Product education
- Multitasking and organization
- Sales closing
- Brand representation
- Product promotion
- [Software] CRM system proficiency
References
Additional references available upon request.
Timeline
Senior CSR II / Pharmacy Benefit Specialist
Elevance Health
08.2023 - 11.2024
Senior CSR Administrator Assistant / Case manager
Appleone Employment-/Maximus/ Federal contract
02.2020 - 05.2023
Quality Inspector/production worker
Pilgrim's Pride
08.2019 - 01.2020
Sales representative
Telecom Communications
09.2017 - 05.2019
Zerorez call center / Contract CSR/Sales Rep
Bobby Dodds Institute
10.2014 - 06.2017
Server
Olive Garden Restaurant
01.2013 - 10.2017
CSR/Receptionist
United Auto Repair & Collision
02.2009 - 04.2013
Athens Technical College
Chattanooga State Community College
High School -
Stephenson High School
Sales Essentials Certificate -
Disease Intervention specialist Certificate -
John Hopkins Course training