Tiashay Brown
Spring,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Technical Customer Service Representative
Kelly Connect
12.2021 - 02.2024
- Handling incoming calls from customers seeking technical assistance with various products, services, or systems. Diagnosing and resolving technical problems reported by customers, including software glitches, hardware malfunctions, and network connectivity issues.
- Offering clear and concise instructions to customers on how to troubleshoot and resolve technical issues independently. Utilizing remote access tools to connect to customers' computers or devices and troubleshoot issues directly, such as software installation, configuration, or system optimization.
- Assisting customers with the installation, setup, configuration, and troubleshooting of software applications, operating systems, and mobile apps. Providing guidance and troubleshooting assistance for hardware-related issues, including computer peripherals, printers, routers, and other devices.
- Escalating unresolved technical issues or complex cases to higher-level support teams or supervisors for further investigation and resolution. Recording detailed notes of customer interactions, technical issues, troubleshooting steps, and resolutions in the company's ticketing system or CRM platform.
Healthcare Customer Service Representative
Alorica
11.2017 - 12.2021
- Managing incoming calls from healthcare providers, patients, and insurance carriers regarding healthcare claims inquiries, status updates, and resolution of issues.
- Assisting customers with the processing of healthcare claims, including verifying patient information, coding procedures, and submitting claims to insurance carriers for reimbursement.
- Providing information to customers about their insurance coverage, benefits, deductibles, copayments, and out-of-pocket expenses related to healthcare services.
- Investigating and resolving discrepancies or rejections related to healthcare claims, such as coding errors, missing information, or denials. Reviewing and adjudicating healthcare claims based on insurance policies, provider agreements, and regulatory guidelines to determine coverage and reimbursement eligibility.
Customer Service Representative
Iqor
04.2014 - 11.2017
- Handling incoming calls from customers regarding payment processing, order inquiries, and general assistance. Assisting customers with processing payments for products or services using various payment methods, such as credit cards, electronic transfers, or checks.
- Managing customer orders by verifying product availability, processing orders accurately, and ensuring timely delivery or shipment. Responding to customer inquiries regarding billing statements, account balances, payment history, and payment discrepancies.
- Investigating and resolving payment-related issues, such as declined transactions, payment reversals, or unauthorized charges. Offering customers alternative payment options or arrangements, such as payment plans or deferred payments, to accommodate their financial situations.
- Addressing customer complaints or concerns related to payment processing, billing errors, or order fulfillment in a professional and courteous manner.
Education
High School Diploma -
Furr High School
Skills
- Troubleshooting
- Claims
- Enrollment
- Insurance Verification
- Sales
- Appointment Scheduling
- Issue Escalation
- Remote Support
- CRM Software
- Customer Support
- Customer Service
- Data Entry
- Technical Support
- Escalation management
- Sales Support
- Network diagnostics
- Delivery Management
- Technical Troubleshooting
- Incoming Call Management
- Inbound/Outbound Calling
- Call Management
- Chat Support
- Remote Technical Support
- Problem-Solving
- Time Management
- Call Center Operations
- Decision-Making
Timeline
Technical Customer Service Representative
Kelly Connect
12.2021 - 02.2024
Healthcare Customer Service Representative
Alorica
11.2017 - 12.2021
Customer Service Representative
Iqor
04.2014 - 11.2017
High School Diploma -
Furr High School