Open To Work
Tiffanie DeShields
Chattanooga,TN
Summary
Customer-focused professional with a strong background in customer service and conflict resolution. Enhances satisfaction through effective problem-solving and team leadership. Skilled in managing complex projects and driving operational efficiencies while fostering strong client relationships. Communicates effectively and maintains a calm approach to routine and challenging situations.
Overview
16
16
years of professional experience
Work History
Financial Aid Officer
Chattanooga College
Chattanooga, TN
07.2025 - 01.2026
- Assisted students in completing financial aid applications, determining eligibility criteria to facilitate access to funding.
- Reviewed and processed financial aid documents to ensure compliance with regulatory standards.
- Processed financial aid documents, ensuring accuracy and timely verification.
- Collaborated with academic departments to tailor financial aid offerings that better addressed student needs.
- Educated students on available financial aid programs and application procedures.
BPC Analyst - Account Installation Senior Rep
Cigna
Chattanooga, TN
06.2022 - 12.2024
- Loaded benefits into Facets system, ensuring accuracy and compliance with federal regulations.
- Identified and resolved issues to ensure compliance with audit quality standards.
- Managed workload effectively using Vista system for optimal productivity.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Developed comprehensive documentation outlining standard operating procedures to improve internal knowledge sharing.
- Collaborated with cross-functional teams to identify operational efficiencies.
- Assisted in project management to coordinate timelines and deliverables.
- Prepared documentation to ensure adherence to regulatory standards and policies.
External Client Audit
Cigna
Chattanooga, TN
04.2019 - 06.2022
- Joined External Client Audit team at The Cigna Group in April 2019, gaining knowledge of audit process and programs.
- Prepared for audits, assisted during audits, and managed high-priority projects under tight deadlines.
- Collaborated effectively in a team environment and supported colleagues while working independently.
- Collaborated with remote team, offering support and guidance on projects.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Developed skills in various systems like Proclaim, Facets, and Sam3.
Senior Customer Service Representative Lead
Cigna
Chattanooga, TN
06.2017 - 04.2019
- Promoted to senior customer service advocate, delivering guidance to direct and cross-functional teams.
- Led a team of customer service representatives to enhance service delivery.
- Managed escalated calls and complex cases for advanced radiology and CareCentrix teams.
- Resolved escalated customer complaints with tact and diplomacy.
- Managed escalated issues, ensuring timely resolution and client retention.
- Resolved complex customer inquiries using problem-solving skills and company resources.
- Coordinated with radiology team to resolve denied claims, enhancing claim approval rates.
- Established rapport with customers, fostering long-term relationships and repeat business.
- Trained new staff on company policies and customer interaction techniques.
- Developed navigation guides as quick reference tools for resolving complex issues.
- Monitored team performance and provided actionable feedback, fostering a culture of continuous improvement.
- Developed training materials to enhance staff skills and support ongoing development initiatives.
- Utilized CRM systems to track customer interactions and identify trends for service improvement.
- Analyzed customer data to identify trends in customer inquiries and complaints.
- Collaborated with departments to streamline communication and improve customer satisfaction.
- Implemented company policies and regulations to maintain compliance in customer service operations.
- Provided leadership to Customer Service Representatives and monitored their performance.
- Created reports detailing customer service performance on a monthly basis.
- Identified opportunities to improve customer satisfaction levels by monitoring feedback from customers.
- Developed customer service policies, procedures, and standards for team members to follow.
- Coordinated with vendors and suppliers regarding product availability or delivery delays impacting customers.
- Proactively identified potential problems before they became major issues.
- Developed strategies for improving overall customer experience through enhanced processes and services.
Field Service Coordinator/Technician Dispatcher/Assistant Manager Operations
Comcast
Chattanooga, TN
12.2012 - 11.2016
- Supervised teams of 15 to 150 service technicians, ensuring timely completion of field activities across multiple regions.
- Managed daily workload for field technicians across southeast region, including Nashville, Memphis, Louisiana, Mississippi, and Alabama.
- Coordinated appointments and resolved issues as primary contact for technicians.
- Facilitated communication between office personnel, subcontractors, and customers to streamline operations.
- Provided remote technical support, expediting issue resolution and minimizing technician travel time.
- Analyzed data from completed service calls to identify trends and training needs.
- Provided training on operating systems and routing procedures for new hires.
- Cultivated strong customer relationships, enhancing brand loyalty and satisfaction through consistent engagement.
Senior Customer Retention Rep/Coaching Manager
Convergy's Direct TV
Chattanooga, TN
07.2010 - 04.2012
- Coached associates in product specifications, sales incentives, and techniques, boosting customer satisfaction ratings.
- Negotiated win-back offers for dissatisfied customers, achieving successful contract renewals while maintaining profitability.
- Provided superior customer service with attention to detail and innovative problem-solving.
- Analyzed customer requirements for future products and communicated effectively with difficult customers, enhancing rapport and understanding.
- Collaborated with team members to deliver exceptional service and ensure high customer satisfaction.
- Implemented process improvements based on client feedback, resulting in elevated satisfaction scores.
- Monitored performance metrics regularly to pinpoint areas for improvement in customer retention operations.
- Conducted research on recurring issues to identify trends and suggest long-term solutions.
Education
HIGH SCHOOL DIPLOMA -
01-2005
Some College (No Degree) - Cyber Security
03-2026
Skills
- Microsoft Office proficiency
- Typing speed 40 WPM
- Multitasking skills
- Time management
- Conflict resolution
- Analytical thinking
- Team leadership and collaboration
- Conflict resolution
- Documentation and reporting
- Project management
- Critical thinking skills
- Information gathering
- Data validation
- Information gathering
- Data validation
- Root-cause analysis
- Customer support
- Management
- Sales transaction handling
- Problem resolution strategies
- Store operations management
- POS systems expertise
- Customer service excellence
- Sales policies knowledge
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$51000/yr - $95000/yrTimeline
Financial Aid Officer - Chattanooga College
07.2025 - 01.2026
BPC Analyst - Account Installation Senior Rep - Cigna
06.2022 - 12.2024
External Client Audit - Cigna
04.2019 - 06.2022
Senior Customer Service Representative Lead - Cigna
06.2017 - 04.2019
Field Service Coordinator/Technician Dispatcher/Assistant Manager Operations - Comcast
12.2012 - 11.2016
Senior Customer Retention Rep/Coaching Manager - Convergy's Direct TV
07.2010 - 04.2012
Chattanooga Central High - HIGH SCHOOL DIPLOMA,
Western Governors University - Some College (No Degree), Cyber Security