Tierra Anderson
Grayslake,IL
Summary
Proven expertise in enhancing customer loyalty and streamlining operations, as demonstrated at Willis Tower Watson and Express Scripts. Skilled in active listening and critical thinking, I excel in high-pressure environments, achieving significant improvements in customer satisfaction and operational efficiency. My approach combines innovative solutions with a deep understanding of customer service excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
3
3
years of professional experience
Work History
Application Customer Service Representative
Willis Tower Watson
09.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Pharmacy Benefit Manager
Express Scripts
08.2021 - 09.2023
- Enhanced member satisfaction by developing and implementing innovative clinical programs and services.
- Collaborated with healthcare providers to optimize patient care and promote appropriate medication use.
- Streamlined workflows within the organization by implementing advanced technology solutions and process improvements.
- Developed and maintained a comprehensive understanding of evolving industry regulations, guidelines, and best practices in pharmacy benefits management.
- Managed relationships with key stakeholders, including employers, health plans, and pharmacy networks, fostering a collaborative approach to pharmacy benefits management.
Education
Associate of Applied Science - Law
College of Lake County
Grayslake, IL05-2026
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Complaint handling
- Payment processing
- Call center operations
- Microsoft outlook
- Call management
- Muktitasking
Timeline
Application Customer Service Representative
Willis Tower Watson
09.2023 - 09.2024
Pharmacy Benefit Manager
Express Scripts
08.2021 - 09.2023
Associate of Applied Science - Law
College of Lake County
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