TIARRA WILCHIE
Lubbock
Summary
Dedicated Customer Service Representative with over 15 years of experience in fostering strong customer relations and driving satisfaction. Committed to enhancing customer experiences while contributing to organizational success through effective communication and problem-solving skills. Proven track record of establishing rapport with clients and consistently exceeding performance targets. Passionate about delivering exceptional service and building lasting relationships that benefit both customers and the company.
Overview
19
19
years of professional experience
Work History
Customer Advocate Representative
Baylor Scott & White Health
Lubbock, TX
08.2024 - Current
- Acts as the main point of contact for member inquiries and support.
- Manages resolution of benefits claims and drug coverage inquiries to enhance customer satisfaction.
- Facilitates clear communication of health plan policies and services to enhance understanding among members and providers.
- Investigates and responds to member concerns about the plan, fostering positive member relations.
- Engages with members to identify and resolve concerns, ensuring satisfaction through diligent follow-up and support.
- Resolves patient inquiries and concerns through effective communication and problem-solving techniques.
Housing Choice Voucher Specialist
Lubbock Housing Authority
Lubbock, TX
03.2023 - 08.2025
- Acted as primary liaison for voucher participants, facilitating communication and support.
- Managed systematic review of client records and case files, ensuring adherence to compliance protocols.
- Evaluated and adjusted rent changes for existing tenants to maintain financial integrity and support housing stability.
- Facilitated applicant and participant interviews to evaluate qualifications for rental assistance programs.
- Delivered engaging individual and group presentations to foster collaboration and understanding.
- Executed interpretation and implementation of HUD regulations and guidelines to ensure compliance.
- Evaluated financial documentation and household composition to determine applicant eligibility for program participation.
Customer Service Advocate
University Medical Center Physicians
11.2020 - 03.2022
- Engaged with patients directly and via telephone to ensure effective communication and support.
- Managed appointment scheduling processes to enhance patient and provider interactions.
- Managed patient registration tasks via UMCP computer system, ensuring compliance with data management protocols.
- Fostered a supportive environment to enhance comfort for sick patients and their loved ones.
- Resolved patient inquiries and concerns to ensure satisfaction and retention.
- Coordinated communication between patients and medical staff, enhancing service delivery.
- Processed medical records and insurance claims accurately, ensuring compliance with regulations.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
Bankruptcy/Foreclosure Supervisor
Capital Mortgage Services
Lubbock, TX
05.2017 - 03.2020
- Oversaw monitoring of bankruptcy and foreclosure portfolios to ensure compliance and risk management.
- Oversaw legal processes to ensure timely and precise execution.
- Conducted thorough assessments of files to confirm alignment with servicing and investor requirements.
- Managed daily operations of mortgage processing to uphold compliance standards and facilitate timely project delivery.
- Trained and mentored staff on best practices in mortgage underwriting and client service protocols.
- Supervised daily operations of mortgage processing to ensure timely completion and adherence to compliance standards.
Tax Clerk
Lubbock County Tax Office
Lubbock, TX
09.2013 - 05.2014
- Oversaw payment processing operations to ensure timely issuance of receipts. Managed customer payment issues, providing effective solutions to enhance satisfaction. Streamlined transaction record-keeping for improved accuracy and efficiency.
- Oversaw the posting of vehicle registration fees and various taxes, ensuring compliance with regulatory standards. Managed financial transactions related to ad valorem and alcoholic beverage taxes, enhancing operational efficiency. Led initiatives to streamline tax and fee processing for improved accuracy and timeliness.
- Facilitated client comprehension of tax statement requirements, leading to improved client satisfaction. Streamlined payment method explanations, resulting in enhanced client engagement. Resolved general tax inquiries, contributing to informed decision-making among clients.
- Investigated title license and registration questions to ensure compliance with regulations.
- Processed and delivered accurate tax statements and tax certificates for title companies, enhancing operational efficiency.
- Validated court costs and customer fees to maintain financial integrity and transparency.
- Compile reports on periodic basis and submit to Tax Assessor-Collector and state agencies
- Achieved accurate daily balance reconciliation, contributing to financial integrity. Facilitated preparation of checks for deposit, enhancing operational efficiency.
- Achieved seamless inventory management by efficiently organizing forms, stickers, and permits, resulting in improved accessibility. Enhanced compliance and accessibility through the effective distribution of disabled cards. Optimized operational processes by maintaining a well-organized system for essential items.
- Organized and disseminated collected data to facilitate informed decision-making.
- Reviewed and categorized incoming mail correspondence to prioritize urgent matters and enhance response efficiency.
Quality Management
Vision X Incorporated
11.2010 - 09.2013
- Answer inbound calls; provide product information
- Sell programming packages to customers
- Meet or exceed client Key Performance Indicators
- Meet guidelines in accordance to VXI Policies
- Manage agents' sales calls; provide sales coaching
- Ensure quality calls for DirecTV in Customer Service / Sales
- Assist other supervisors with monitoring agents' calls
Point of Sale Specialist
Kohl's Department Store
Lubbock, TX
06.2007 - 05.2010
- Schedule employees for work shifts
- Provide troubleshooting for customers complaints
- Train new and existing employees
- In charge of closing procedures of registers
- Streamlined checkout processes to enhance customer satisfaction and reduce wait times.
- Trained new staff on point-of-sale systems and customer service best practices.
- Managed cash register reconciliations, ensuring all discrepancies were resolved promptly.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
Education
Dental Assisting License -
Kaplan College
Lubbock, Texas01-2015
College Coursework - undefined
South Plains College
Lubbock, Texas01-2009
Diploma - undefined
Lubbock High School
Lubbock, Texas01-2008
Skills
- Customer engagement
- Tax Collections
- Relationship Builder
- Administrative assistance
- Coaching and development
- Effective communication
- Quality control management
- Direct assistance
- Real estate foreclosure expert
- Sales performance coaching
- Team leadership
- Performance Management
- SME: Bankruptcy
- Family Entertainment
- Skilled in utilizing computer applications effectively
- Customer complaint resolution
- Continuous skill development
Timeline
Customer Advocate Representative
Baylor Scott & White Health
08.2024 - Current
Housing Choice Voucher Specialist
Lubbock Housing Authority
03.2023 - 08.2025
Customer Service Advocate
University Medical Center Physicians
11.2020 - 03.2022
Bankruptcy/Foreclosure Supervisor
Capital Mortgage Services
05.2017 - 03.2020
Tax Clerk
Lubbock County Tax Office
09.2013 - 05.2014
Quality Management
Vision X Incorporated
11.2010 - 09.2013
Point of Sale Specialist
Kohl's Department Store
06.2007 - 05.2010
College Coursework - undefined
South Plains College
Diploma - undefined
Lubbock High School
Dental Assisting License -
Kaplan College