Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Tierra Malone

Columbus,MS

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Dollar General Store
Columbus, Mississippi
06.2023 - 10.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Healthcare Customer Service Representative

Baptist Memorial Hospital
Columbus, Mississippi
01.2023 - 01.2024
  • Greeted patients upon arrival and answered any questions they had about their visit.
  • Scheduled appointments for patients using the electronic health records system.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Collected payments from patients and entered them into the billing system accurately.
  • Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
  • Updated patient files in accordance with company policy and procedure guidelines.
  • Maintained client confidentiality according to HIPAA regulations at all times.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Verified patient demographic information in order to ensure accuracy of data entry.
  • Compiled reports on patient visits for management review as needed.

Overnight Medical Receptionist

Alorica
Remote, Mississippi
03.2022 - 06.2023
  • Greeted and checked in patients, updating patient information in computer system.
  • Verified insurance coverage for appointments and collected co-payments as required.
  • Scheduled patient appointments, verifying accuracy of appointment times with providers.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Prepared charts for new patients, ensuring all necessary forms were completed correctly.
  • Assisted with filing of medical records and documents, maintaining accurate electronic files.
  • Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
  • Performed data entry tasks related to billing and collections procedures.
  • Processed referrals for specialist care when requested by physicians or patients.
  • Maintained supply inventory for office area, ordering items as needed and stocking shelves.

Education

High School Diploma -

New Hope High School
Columbus,Ms
05-2007

Skills

  • Account updating
  • Scheduling
  • Complaint resolution
  • Member account management
  • Consultative sales
  • Filing
  • Product education
  • Customer RMA management
  • Promotional support
  • Active listening
  • Verbal and written communication
  • Relationship building
  • Appointment scheduling
  • Adaptability and flexibility
  • Paperwork processing
  • Conflict mediation

Languages

English
Professional

Timeline

Customer Service Representative

Dollar General Store
06.2023 - 10.2024

Healthcare Customer Service Representative

Baptist Memorial Hospital
01.2023 - 01.2024

Overnight Medical Receptionist

Alorica
03.2022 - 06.2023

High School Diploma -

New Hope High School
Tierra Malone