Tierra Pough
Charlotte,NC
Summary
Resourceful Customer Experience Representative known for high productivity and efficient task completion. Specialize in effective communication, problem-solving, and customer relationship management. Excel in empathy, adaptability, and active listening, ensuring positive outcomes in customer interactions. Committed to enhancing customer satisfaction through quick resolution of issues and insightful support.
Overview
3
3
years of professional experience
Work History
Customer Experience Representative
Dominion Energy
Cayce, United States
05.2022 - 12.2024
- Utilize customer information systems; answers customer inquiries regarding billing, payment, credit, rates, and service requests; inputs pertinent residential and commercial customer account information; assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; using clearly defined rules and guidelines, negotiates payment plans that meet regulatory requirements
- Helped in Technical Support setting up computers and helping with technical issues at home and in the office
- Performed troubleshooting steps using remote access tools when needed
- Work from home
Online Chat Representative
Nike
Charlotte, North Carolina
03.2024 - 07.2024
- Provided technical assistance via online chat when needed.
- Maintained up-to-date knowledge of company products, services, promotions, and procedures.
- Answered customer inquiries via online chat in a timely and professional manner.
- Resolved customer complaints by providing accurate information and responding to their needs.
- Provided customers with product or service information, including availability and pricing.
- Monitored customer feedback for trends in order to identify areas of improvement.
Claims Representative
Centene, Corp
Columbia, SC
07.2022 - 04.2023
- Data enters medical authorizations request via phone and fax Communicated regularly with referring physicians, nurses, case managers,
- social workers, and other healthcare professionals regarding referral processes and requirements.
- Processed incoming referral requests for medical services and submitted them to the appropriate insurance companies for authorization.
- Assisted patients in understanding their insurance coverage and answered questions about referrals, authorizations, and other related issues. Researched and responded to inquiries from providers regarding pending or denied referrals in a timely manner.
- Verified insurance eligibility for referred services using online databases and contacted insurers directly when needed.
- Identified potential problems with referrals before submitting them to insurers and worked with providers to resolve those issues quickly. Conducted research into medical terminology related to healthcare claims processing activities.
Package Clerk
Fedex
Columbia, United States
07.2021 - 04.2022
- Organized shipments in accordance with company policies and procedures.
- Provided excellent customer service when dealing with inquiries related to package deliveries or pickups.
- Resolved customer complaints efficiently and professionally.
- Data entry
Education
Kenneth Shuler School of Cosmetology
04-2022
South Carolina Virtual Charter School
06-2021
Skills
- Customer Service Skills
- Multitasking ability
- Service Upselling
- Time Management
- Professionalism
- Communication skills
- Basic Computer Skills
- Problem solving
- Troubleshooting
- De-Escalation Technique
- Customer Service
- Data Entry
- Service support
- Desktop support
Timeline
Online Chat Representative
Nike
03.2024 - 07.2024
Claims Representative
Centene, Corp
07.2022 - 04.2023
Customer Experience Representative
Dominion Energy
05.2022 - 12.2024
Package Clerk
Fedex
07.2021 - 04.2022
Kenneth Shuler School of Cosmetology
South Carolina Virtual Charter School