Tichina Taylor
Winston-Salem,NC
Summary
Team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
15
15
years of professional experience
Work History
Policy Holder Services Representative
CNO Financial Group, Inc.
10.2020 - Current
- Manage high volumes of incoming calls and emails, consistently to insure productivity and service level goals are met.
- Provide exceptional customer service to patients and families, addressing inquiries and resolving claim's issues.
- Explain healthcare coverage options and benefits, demonstrating strong product knowledge.
- Maintain detailed records of customer interactions using CRM software.
- Supports customers during open enrollment periods, guiding them through plan selection.
- Shares insights at team meetings to improve overall service delivery.
- Assisted policy owners with claim and premium inquiries/processes.
- Provides support to agents via email and phone with customer-related inquiries.
- Assisted customers with life insurance, supplemental health, and long-term care policy inquiries.
- Processed payments and loan pay-offs accurately and efficiently.
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing customer feedback with management.
- Streamlined service processes for quicker response times and improved customer experiences.
Customer Service Representative
Delhaize America
03.2015 - 10.2020
- Demonstrated strong product knowledge to answer customer questions accurately.
- Managed high volumes of calls and emails, meeting performance metrics.
- Maintained detailed records of customer interactions in CRM.
- Identified process improvement opportunities from customer inquiries.
- Handled billing inquiries, including payments, refunds, and account updates.
- Managed escalated issues with professionalism and empathy.
- Assisted customers with website navigation and technical issues.
- Resolved complex complaints by investigating and implementing solutions.
- Maintained professionalism under pressure in high-stress situations.
- Resolved customer complaints with empathy, increasing loyalty.
- Handled escalated calls efficiently, ensuring satisfactory resolutions.
- Responded to customer requests for products, services, and information.
Customer Service Representative
Alorica for Verizon
08.2009 - 03.2015
- Built and maintained a loyal customer base, resulting in high repeat business.
- Provided exceptional customer service by recommending appropriate products.
- Handled inquiries, complaints, and returns professionally and efficiently.
- Collaborated with team to achieve store sales goals and maintain a positive environment.
- Stayed current on industry trends, new products, and competitor offerings.
- Demonstrated expertise in cellular devices, plans, and accessories to assist customers.
Education
High school diploma -
Lexington High School
Lexington, NC05.2006
Skills
- Customer Relationship Management
- CRM Software
- Sales
- Salesforce
- Software Troubleshooting
- Technical Support
- ICD coding
- Medicare
Timeline
Policy Holder Services Representative
CNO Financial Group, Inc.
10.2020 - Current
Customer Service Representative
Delhaize America
03.2015 - 10.2020
Customer Service Representative
Alorica for Verizon
08.2009 - 03.2015
High school diploma -
Lexington High School
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