Summary
Overview
Work History
Education
Skills
Awards
Certification
Timeline
Generic

Tierra M. Joyner

Greensboro,NC

Summary


Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Member Service Representative

GoHealthInsurance
08.2021 - 03.2025
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
  • Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.

Benefits Advocate

UnitedHealth Group
07.2019 - 07.2021
  • Visit pharmacies, regarding medical and pharmacy benefits, eligibility & claims issues and assist with plan selection and enrollment.
  • Identify opportunities to connect members to the best resources to meet their healthcare needs and help resolve medical and benefits issues on their behalf.
  • Handle member calls, resolving more complex customer issues. Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs). Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems Intervene with care providers (doctors offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
  • Assist members in navigating UnitedHealth Group websites and encourage and reassure them to become self - sufficient.
  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the member.
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues.
  • Provide education and status on previously submitted pre - authorizations or pre - determination requests.
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

Duke Energy Customer Service Representative

Alorica
10.2018 - 06.2019
  • Process credit checks, payment arrangements, and to start and end services. Answer all incoming telephone calls in a professional and polite manner. Make clear and accurate communication to the other party on the other end of the line. Redirect and divert calls to appropriate parties or offices. Relay information as quickly and as accurately as possible, and when the other party asks for a certain phone number.
  • Earning commission by selling different products for the company. Look through computerized or manual directory with alertness and presence of mind. Always give polite assistance to its caller and give best services.
  • Work with a third-party organization to fix customer appliances, such as Home Depot and GE delivery team. While still always giving polite assistance to its caller and give best services.

Samsung Customer Service Representative

Alorica
03.2016 - 08.2018
  • Issues damage allowances and compensation to customers. Answer all inbound telephone calls in a professional and polite manner.

Education

High School -

Northern Nash High School
06.2014

Skills

  • Cooperative team member
  • Self-motivated
  • Customer-oriented
  • Always Positive
  • Superb communication skills
  • Customer service
  • Relationship building
  • Customer support
  • Call center experience
  • Issue resolution
  • Sales strategy
  • Product sales
  • Teamwork and collaboration
  • Calm and professional under pressure
  • Computer skills
  • Understanding customer needs
  • Product knowledge
  • Remote office availability
  • Inbound call management
  • Account updating
  • Call center operations
  • Call documentation

Awards

You Rock! Certificate | October 2018 – Exceeding quality expectations! Great Quality work and hard work!, All star Award | Week 2-3, 11, & 50 – One hundred percent quality and save the save

Certification

  • Licensed Medicare insurance broker.

Timeline

Member Service Representative

GoHealthInsurance
08.2021 - 03.2025

Benefits Advocate

UnitedHealth Group
07.2019 - 07.2021

Duke Energy Customer Service Representative

Alorica
10.2018 - 06.2019

Samsung Customer Service Representative

Alorica
03.2016 - 08.2018

High School -

Northern Nash High School

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