Tieara Thomas
Converse
Summary
Customer Service and Dispute Resolution Specialist with experience in financial services, healthcare support, and customer care. Skilled in handling high-volume inbound calls and chats, resolving complex customer issues, processing transactions, maintaining HIPAA compliance, and delivering exceptional customer service. Strong multitasker with excellent communication, conflict resolution, and problem-solving skills.
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Dispute Agent
ALORICA
San Antonio, TX
06.2023 - Current
- Handle high-volume inbound calls and chat interactions regarding disputed debit and credit card transactions.
- Investigate customer disputes while ensuring compliance with banking regulations and company policies.
- Document accounts accurately and process dispute claims using internal systems.
- Deliver professional customer service while resolving complex issues efficiently.
- Maintain quality assurance, productivity, and customer satisfaction goals.
- Demonstrate strong multitasking, conflict resolution, and communication skills in a fast-paced environment.
GRO Provider
GRO Provider
Seguin, TX
05.2024 - 06.2025
- Provided direct care and supervision for children and teens.
- Administered medications and monitored health, behavior, and safety.
- Maintained detailed documentation and ensured compliance with healthcare standards.
- Coordinated transportation, appointments, nutrition, and daily activities.
- Communicated effectively with families and healthcare professionals.
- Customer Service Representative
Customer Service Representative
Ibex Global
Remote, Tx
10.2023 - 01.2025
- Scheduled non-emergency medical transportation for patients.
- Entered and verified customer information with a high degree of accuracy.
- Resolved customer concerns while maintaining empathy and professionalism.
- Utilized CRM systems to document customer interactions.
- Met productivity and quality performance metrics.
Education
High School Diploma -
George Gervin Academy
06-2009
Skills
- Customer Service: Conflict Resolution, Active Listening, Phone & Chat Support, De-escalation, and Complaint Resolution
- Technical: Microsoft Office, Microsoft Teams, Outlook CRM Software, and Data Entry Order Processing
- Healthcare: HIPAA Compliance, Medical Terminology, Patient Confidentiality, and First Aid & CPR Certified
- Professional: Multitasking, Problem Solving, Communication, Time Management, Attention to Detail, and Documentation
- Positive attitude
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Documented and resolved issue with unrecognized, which led to no dispute filed and educating cx on product's and services.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- First Aid Certification
- CPR Certification
- Non-CDL Class C
Languages
English - Fluent
Additional Information
Authorized to work in the US for any employer
Timeline
GRO Provider
GRO Provider
05.2024 - 06.2025
Customer Service Representative
Ibex Global
10.2023 - 01.2025
Dispute Agent
ALORICA
06.2023 - Current
High School Diploma -
George Gervin Academy