Tiera Matthews
Baton Rouge,LA
Summary
Experienced customer service professional with a strong background in sales and problem-solving. Skilled in effective customer communication and providing exceptional service. Demonstrated leadership in diverse roles, collaborating with team members. Committed to making a positive impact in the community and fostering strong relationships.
Overview
7
7
years of professional experience
Work History
Group Fitness Coordinator
Fitness Ventures
Baton Rouge, LA
04.2018 - Current
- Managed and organized custom fitness sessions for participants.
- Uphold adherence to established national fitness benchmarks and organizational requirements.
- Recruit, hire and train all team members
- Conduct monthly analysis of budget allocations, campaign strategies, and performance metrics.
- Continuously monitored industry trends to ensure that the facility''s group fitness program remained at the forefront of innovation and effectiveness.
- Managed budgets for group fitness department, ensuring optimal allocation of resources for program success.
- Consistently met or exceeded membership retention goals through proactive client engagement strategies focused on addressing individual needs.
Pharmacy Help Desk Specialist
Optum RX
06.2021 - 12.2024
- Supported healthcare network members and providers.
- Aided pharmacies and internal representatives in settling pharmacy-related concerns.
- Examined processing inaccuracies in pharmacy claim procedures.
- Maintain detailed records of all actions in the CSM app for accurate reporting.
- Answer incoming pharmacy calls regarding issues related to a claim transaction, reimbursement, payment, and other required information
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
Member and Provider Services Representative
Centene Corporation
05.2019 - 05.2021
- Assisted members and providers within the healthcare network.
- Recorded metrics and quality-related activities using CSM application.
- Examined call data to identify trends leading to quality improvements and reducing call volume.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
Education
Schwinn Spin Instructor -
International Sports Science Association
Carpinteria, CA01.2022
Group Fitness Instructor -
International Sports Science Association
Carpinteria, CA01.2019
HS Diploma -
01.2007
Skills
- Data entry
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Client relations
- Call center operations
- Product knowledge
- Team development
- Administrative support
- Microsoft Office Suite
- Customer relationship management (CRM)
- Live chat support
- Product and service solutions
- CRM software
Timeline
Pharmacy Help Desk Specialist
Optum RX
06.2021 - 12.2024
Member and Provider Services Representative
Centene Corporation
05.2019 - 05.2021
Group Fitness Coordinator
Fitness Ventures
04.2018 - Current
HS Diploma -
Schwinn Spin Instructor -
International Sports Science Association
Group Fitness Instructor -
International Sports Science Association