Tiffanie Henwood
Newark,OH
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Residential Aide
Behavioral Health Partners
06.2022 - Current
- Developed positive rapport with residents by demonstrating genuine empathy, respect, and understanding; created a welcoming atmosphere that encouraged open communication.
- Assisted with medication administration under the supervision of a licensed professional, ensuring proper dosage and adherence to schedules.
- Improved residents'' quality of life by providing compassionate care and assistance with daily activities.
- Facilitated social engagement among residents through the coordination of group activities, outings, and events.
- Observed for any signs of physical or mental health decline in residents; promptly reported concerns to appropriate personnel for evaluation and intervention if needed.
- Contributed positively to staff meetings by sharing insights on resident behavior trends, suggesting new strategies for addressing challenges collaboratively as a team when necessary.
Customer Service Representative
Aetna
10.2020 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Bus Driver
Newark City Schools
01.2017 - 10.2020
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
Administrative Assistant
Sterling House of Newark
08.2007 - 01.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
Education
GED -
Newark High School
Newark06-2003
Skills
- Safety awareness
- Professional boundaries
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Documentation
- Prioritization
- Research
- Office equipment proficiency
- Follow-up skills
- Complaint processing
- Quality Assurance
Timeline
Residential Aide
Behavioral Health Partners
06.2022 - Current
Customer Service Representative
Aetna
10.2020 - 09.2023
Bus Driver
Newark City Schools
01.2017 - 10.2020
Administrative Assistant
Sterling House of Newark
08.2007 - 01.2017
GED -
Newark High School
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