Tierra Barnes
Apollo Beach
Summary
As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
17
17
years of professional experience
Work History
Customer Service Associate
cigna healthcare
Remote, FL
03.2023 - 04.2025
- Answer inbound calls from members with questions about medical claims, dental claims, pharmacy claims and Medicare dental claims and benefits, eligibility, and prior authorization
- Analyzing insurance claims, detecting coding errors, and verifying medical coverage
- Provided accurate information on healthcare plans, benefits, and services to enhance client understanding.
- Resolved customer inquiries and issues, ensuring high satisfaction levels through effective communication.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer Service Representative
State Farm Loan Services
Saint Petersburg, FL
02.2018 - 07.2021
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Processing request for customers regarding their accounts.
- Managed complex loan inquiries, ensuring compliance with state regulations and internal policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by providing accurate information and timely support.
Front Desk Manager
Marriott International, Inc.
Tampa, FL
08.2013 - 01.2018
- Managed reservation systems, optimizing room assignments and availability for peak periods.
- Coordinated with housekeeping and maintenance teams to ensure timely resolution of issues reported by guests.
- Resolved guest concerns promptly, maintaining high satisfaction levels through proactive communication.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
- Upsell additional facilities and services, when appropriate.
- Maintain updated records of bookings and payments.
- Making weekly schedules.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Customer Service/Sales
Agr Marketing
Saint Petersburg, FL
05.2008 - 08.2013
- Responsible for inbound customer service issues regarding electric bills.
- Position require strong customer service and problem solving skills as well as conflict resolution and the ability to serve the customers needs while keeping company losses at a minimum .
- Became the lead " go - to " person for new reps and particularly challenging calls ad one of the company's primary mentors/trainers .
- Officially committed for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Clear communications skills.
- Ability to use " positive language ".
- Time Management Skills
Education
GED -
Florida
Saint Petersburg, FLAssociate of Science - Social/Behavioral Sciences And Human Services
St. Petersburg College
Clearwater, FL01-2027
Skills
- Customer support
- Problem resolution
- Product knowledge
- Complex Problem-solving
- Microsoft Office
- Customer service
- Guest services
- Quality assurance
- Claims
- Calm and professional under pressure
- Data entry
- Understanding customer needs
Timeline
Customer Service Associate
cigna healthcare
03.2023 - 04.2025
Customer Service Representative
State Farm Loan Services
02.2018 - 07.2021
Front Desk Manager
Marriott International, Inc.
08.2013 - 01.2018
Customer Service/Sales
Agr Marketing
05.2008 - 08.2013
GED -
Florida
Associate of Science - Social/Behavioral Sciences And Human Services
St. Petersburg College