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.
with strong background in resolving complex customer issues and ensuring client satisfaction. Proven ability to develop and implement effective resolution strategies while maintaining high standards of service. Demonstrated skills in conflict resolution and customer relationship management.
Overview
9
9
years of professional experience
Work History
Senior Resolution Specialist
First Citizens Bank
Raleigh, NC
04.2025 - Current
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Managed high call volume 30 plus calls, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Researched accounts and completed due diligence to resolve collection problems.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Patient Registration Representative
Wake Med Hospitals
Raleigh, North Carolina
07.2022 - 05.2026
- 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.
- Monitored intake of 3 work queues or more for timely completion.
- Coordinated insurance verification, facilitating seamless patient billing and reducing claim rejections.
- Managed patient check-in processes, ensuring accurate data entry and compliance with hospital protocols.
Senior Customer Service Representative
Wells Fargo Auto
Raleigh, North Carolina
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.
Senior Business Collection Specialist
Wells Fargo Auto
Raleigh, North Carolina
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
Raleigh, North Carolina
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
- Conflict resolution
- Attention to detail
- Quality assurance expertise
- Complaint handling
- Teamwork and collaboration
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Timeline
Senior Resolution Specialist
First Citizens Bank
04.2025 - Current
Patient Registration Representative
Wake Med Hospitals
07.2022 - 05.2026
Senior Customer Service Representative
Wells Fargo Auto
06.2022 - 08.2024
Senior Business Collection Specialist
Wells Fargo Auto
09.2020 - 06.2022
Senior Account Resolution Specialist
Wells Fargo Auto
04.2017 - 09.2020