Tiese Richardson
Clayton,NC
Summary
Results-oriented professional who exemplifies leadership and specializes in quality service, customer service, team building, attention to detail and building relationships. Ready to make an immediate contribution to your organization.
Overview
9
9
years of professional experience
Work History
Senior Resolution Specialist
First Citizens Bank
04.2025 - Current
- Established a strong reputation for fairness and impartiality in all resolution cases, earning the trust of both customers and colleagues.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Managed high call volume 30 plus calls, consistently maintaining a professional demeanor and prioritizing customers'' needs.
Patient Registration Representative
Wake Med Hospital
08.2024 - Current
- Performed confirming appointments, collecting copays, and verifying insurance coverage prior to patient visits.
- Consistently updated demographic information of patients in the system as needed.
- Registered patients for procedures and surgeries using streamlined admission processes.
- Assisted in developing processes that improved workflow efficiency throughout the organization.
- Worked closely with department managers to ensure compliance with state and federal regulations concerning patient privacy rights.
- Monitored intake of 3 work queues or more for timely completion.
Senior Customer Service Representative
Wells Fargo Auto
06.2022 - 08.2024
- Provided excellent customer service to a diverse range of clients, building strong relationships and ensuring high levels of satisfaction.
- Navigated 6 or more computer systems and applications and utilized search tools to find information.
- Stayed current with industry developments, regulatory changes and company policies.
- Conducted research to resolve title issues, including contacting state DMVs and other external parties.
- Referred unresolved customer grievances to designated departments for further investigation.
- Provided exceptional customer service to clients in fast-paced call center environment.
Business Collection Specialist
Wells Fargo Auto
09.2020 - 06.2022
- Oversee $1million dollars in customer accounts annually with 100% quality and 95% adherence.
- Negotiated payment plans with customers while adhering to company policies and procedures.
- Leveraged skip tracing to establish early direct contact with borrowers.
- Facilitated and led a team power point discussion to encourage employee engagement.
- Partnered with technology on a systems project to provide enhancements to current operating systems
- Manage and resolve over 500 issues per month
Senior Account Resolution Specialist
Wells Fargo Auto
04.2017 - 09.2020
- Demonstrate patience in all customer contact situations, maintaining a pleasant and professional tone and manner.
- Conducted extensive research on customer accounts in order to resolve disputes or reconcile payments.
- Collaborated with other departments to ensure timely resolution of any outstanding account issues.
- Completed 50-60 inbound and outbound phone calls that involve assisting customers with account maintenance
- Facilitated internal meetings with other Account Resolution Specialists in order to review difficult cases.
Skills
- Effective time management
- Collaborative problem-solving
- Results and Goal-Oriented
- Attention to detail
- Flexible problem-solving
- Proficient conflict resolution
- Skilled in operating ALS, BOSS, MAX, ON BASE, CACS XL, FIVE 9, HOST, PAY POINT, and EPIC systems
Timeline
Senior Resolution Specialist
First Citizens Bank
04.2025 - Current
Patient Registration Representative
Wake Med Hospital
08.2024 - Current
Senior Customer Service Representative
Wells Fargo Auto
06.2022 - 08.2024
Business Collection Specialist
Wells Fargo Auto
09.2020 - 06.2022
Senior Account Resolution Specialist
Wells Fargo Auto
04.2017 - 09.2020