Tiarra Butler
DETROIT,MI
Summary
Dynamic Senior Customer Service Representative at Delta Dental of Michigan with a proven track record in complaint resolution and staff training. Enhanced operational efficiency through process improvements, achieving higher first-call resolution rates. Skilled in database management and conflict management, fostering strong relationships with clients and ensuring exceptional service delivery.
Experienced with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Representative
Delta Dental Of Michigan
10.2017 - Current
- Mentored junior representatives to enhance customer service skills and improve team performance.
- Resolved complex customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
- Led initiatives to streamline processes, reducing response times and increasing operational efficiency.
- Analyzed customer feedback trends to identify areas for improvement in service delivery.
- Delivered exceptional customer service to patients, addressing inquiries and resolving issues efficiently.
- Resolved patient inquiries regarding insurance coverage and billing procedures.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Processed and evaluated claims for accuracy and compliance with policies
- Collaborated with internal departments to resolve claim discrepancies
- Managed documentation and data entry using industry-standard software systems
- Trained new team members on claims processing protocols and best practices
Patient Advocate
Henry Ford Hospital
08.2012 - 10.2017
- Facilitated communication between patients and healthcare providers to enhance understanding of treatment options.
- Developed and implemented patient education materials, improving knowledge retention among diverse populations.
- Advocated for patient needs within multidisciplinary teams, contributing to comprehensive care plans.
- Managed complex case resolutions by coordinating with insurance companies and healthcare facilities.
- Mentored junior advocates on effective advocacy techniques and conflict resolution strategies.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
- Liaised between patients and medical staff, facilitating effective communication of needs, preferences, and treatment plans.
Dispatch Team Leader
Vitel Communications, LLC
01.2006 - 08.2012
- Coordinated daily dispatch operations to ensure timely delivery of shipments.
- Managed communication between drivers and clients to resolve issues promptly.
- Optimized routing schedules to enhance efficiency and reduce delays.
- Maintained accurate records of shipments, ensuring compliance with regulations.
- Trained new dispatch staff on operational procedures and software systems.
- Implemented process improvements that increased overall dispatch productivity.
- Developed relationships with carriers to strengthen service reliability and support logistics goals.
- Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.
- Provided ongoing support to drivers during shifts, addressing any issues or concerns promptly and professionally.
- Built strong relationships with clients through effective communication and problem-solving skills, contributing to increased business opportunities.
Education
No Degree - Mass Communication
University of Detroit Mercy
Detroit, MINo Degree - Medical Billing And Coding
Sanford Brown College
Dearborn, MI05-2012
High School Diploma -
Redford High School
Detroit, MI06-2000
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Staff training
- Order fulfillment
- Conflict management
- Escalation management
- Documentation review
- Call center experience
- De-escalation techniques
- Warranty claims
- Floor supervision
Timeline
Senior Customer Service Representative
Delta Dental Of Michigan
10.2017 - Current
Patient Advocate
Henry Ford Hospital
08.2012 - 10.2017
Dispatch Team Leader
Vitel Communications, LLC
01.2006 - 08.2012
No Degree - Mass Communication
University of Detroit Mercy
No Degree - Medical Billing And Coding
Sanford Brown College
High School Diploma -
Redford High School