Tiffaney Witherspoon
St. Louis,Missouri
Summary
Dedicated Customer Service Lead with proven expertise in training development, complaint resolution, and quality assurance. A team player poised in all situations. Constantly exceeds performance goals through effective communication and problem-solving skills. Committed to simultaneously handling customer and associate needs. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
23
23
years of professional experience
Work History
Customer Service Lead
Magellan Behavioral Health Services
St Louis, MO
09.2007 - Current
- Developed training materials to enhance employee performance and knowledge retention.
- Coaching and monitoring new Customer Care team members. Work with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals.
- Assists with calls and queues on an as needed basis. Communicates process changes and new customer requirements to team members.
- Work in after hours as the primary backup in the Manager's absence.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Providing quality customer service for policy holders and providers.
- Managed incoming calls, emails and faxes daily to support team.
- Verify benefits and eligibility.
- Assist in EAP pre authorizations.
- Assist with After Hours New Hire Training.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Manager in Training
GC Services
Weldon Springs, MO
02.2003 - 05.2007
- Trained and mentored new employees in operational procedures and customer service standards.
- Assisted with Payment Research for Deposit payments.
- Collaborated with cross-functional teams to streamline workflows and improve service delivery.
- Implemented quality assurance measures, ensuring compliance with company policies and improving service accuracy.
Education
High School Diploma -
Pattonville Senior High School
Bridgeton, MO05-1999
Skills
- Assist with New Hire Training
- Customer complaint resolution
- Call center experience
- Professional telephone demeanor
- Quality assurance
- Interpersonal communications
- Research and analysis
- Team training and development
- Training material updates
- Microsoft Excel
Timeline
Customer Service Lead
Magellan Behavioral Health Services
09.2007 - Current
Manager in Training
GC Services
02.2003 - 05.2007
High School Diploma -
Pattonville Senior High School