Tiffany Bass
Summary
Experienced Call Center Customer Service Representative with a proven track record in providing exceptional customer support. Known for consistently resolving customer inquiries and issues, increasing customer satisfaction. Possesses strong communication and problem-solving skills, ensuring effective customer interaction and successfully resolving their concerns.
Overview
11
11
years of professional experience
Work History
Customer Support Representative II
Sunrise System Inc/Volt-Vision Service Plan/Eyefinity
09.2022 - 12.2023
- Experience in technical customer service, dealing with complex software-related issues in a high-volume setting.
- Basic understanding of network, server, and software methodologies, and their relationship.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Effective verbal and written communication skills for corresponding with customers.
Community Service Specialist
Insync Staffing/ CSAA
03.2022 - 07.2022
- Take inbound calls from members who need help scheduling their Covid-19 vaccinations.
- Keep accurate client and program participant records with up-to-date information.
- Help locate vaccination records and provide care and support to each member.
- Assist members with unlocking their web portal immunization records.
Call Center Customer Service Representative
Randstad Staffing/Anthem
10.2021 - 04.2022
- Investigated and resolved customer inquiries and complaints quickly.
- Documented and detailed calls and complaints using call center's CRM database.
- Communicate claim submission procedures
- Adhere to compliance training requirements
Call Center Agent/First American Home Warranty/BetterHelp Campaign
Telus International
05.2020 - 01.2021
- First American Home Warranty
- Handling inbound calls for home warranty customers and explaining home warranty contracts
- Processing home warranty claims and scheduling service appointments.
- BetterHelp Campaign
- Acting as the liaison for members and counselors, via email.
- Enhanced call center efficiency by effectively managing high communication volumes and multitasking in a fast-paced environment.
Guest Services
COSMOPOLITAN LAS VEGAS
01.2020 - 03.2020
- Receive incoming calls from hotel guests for special requests
- Transfer calls to the correct departments as needed
- Set up housekeeping requests
- Be knowledgeable about all special events and restaurants to provide excellent customer service
- Handle billing inquiries and check guests in and out of rooms
Customer Service Rep/Reservations
Caesars Entertainment (Paris/Bally's: Horseshoe)
10.2016 - 11.2019
- Managed incoming calls from enthusiastic travelers eager to book their dream getaways at luxury hotels and thrilling casinos.
- As the central liaison between customers, management, and meticulously verify account details with members.
- Efficiently processed all credit card payments and managed credits due to the cancellation of travel plans.
- Enthusiastically shared all the latest online initiatives and promotions with customers, delighting in the opportunity to generate excitement and drive bookings.
Technical Support Agent/Customer Service
Asurion Call Center
01.2016 - 10.2016
- Premier Support Solutions (PSS) offers comprehensive assistance to clients with their applications, devices, and mobile technology.
- Extensive support across a spectrum of devices, including laptops, tablets, smartphones, and various applications, ensuring seamless functionality of services and features.
- Maintenance of client records, encompassing contact information, ans detailed account of the issues.
- Presentation of supplementary product offerings to clients.
Patient Advocate
UnitedHealth Group
07.2015 - 12.2015
- Handle the initial customer service inquiries and issues by ascertaining the nature of the assistance sought, which may pertain to benefits, eligibility, claims, financial spending accounts, and correspondence
- Educate customers on consumer-driven healthcare topics by aiding them in understanding benefit plan options, maximizing health plan benefits, and selecting suitable care providers.
- Coordinate with care providers to facilitate appointment scheduling and connections with internal specialists as needed in support of customers' requirements.
- Guide customers in effectively navigating myuhc.com and other UnitedHealth Group websites to promote self-sufficiency.
Trainer/Supervisor
RDI Marketing Call Center
01.2015 - 07.2015
- Responsible for coaching and developing team members in all areas of performance, including metrics and behaviors related to the customer experience
- Coaching and development activities include listening to individual calls and providing feedback, facilitating one-on-one coaching sessions with customer service representatives, and leading discussions on weekly/monthly achievement levels and goals for the assigned team to ensure improvement and efficient productivity.
- Writes and conducts performance evaluations, may assist in the employment decision, and set performance goals; manages employee issues regarding attendance, performance, and conduct, and delivers appropriate corrective action as needed
- Responsible for communicating policy updates and company information through team meetings, huddles, and one-on-one development sessions
- Documents all coaching/development sessions in the appropriate databases promptly.
- Performs additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.
- May perform other related duties and responsibilities as assigned and/or required.
Customer Service Rep
Caesars Entertainment (Paris/Ballys)
01.2014 - 03.2014
- Managed incoming calls from enthusiastic travelers eager to book their dream getaways at luxury hotels and thrilling casinos.
Customer Service Rep/Chat Technical Support
Ultimate Staffing/TELUS Inc., Netflix Support
01.2013 - 08.2013
- Providing superior customer service support via online chat for Netflix online streaming customers, handling anywhere between 25 and 50 chats simultaneously.
- Assisting customers in troubleshooting home network and device issues by asking probing questions and using best practices.
- Answering questions about Netflix online streaming, including how it works, how to set it up, and the monthly cost.
- Maintaining company goals of an 8.5% dissatisfaction rate, 11.50% average handle time, and a 1.8% chat concurrency.
Education
Diploma -
Bullard High School
Fresno, CA01.2000
Skills
- CSR experience
- Call Centers
- Typing 45 wpm
- MS Office Applications
- Mobile Devices
- Performance Management
- Live Chat
- Upselling
- Help Desk
- Quality Assurance
- Recruiting
- Employee Orientation
- Technical Support
- Computer Networking
- Telecommunication
- CRM Software
- Salesforce
- Pricing
- Software troubleshooting
- Guest Services
- Complaint handling
Timeline
Customer Support Representative II
Sunrise System Inc/Volt-Vision Service Plan/Eyefinity
09.2022 - 12.2023
Community Service Specialist
Insync Staffing/ CSAA
03.2022 - 07.2022
Call Center Customer Service Representative
Randstad Staffing/Anthem
10.2021 - 04.2022
Call Center Agent/First American Home Warranty/BetterHelp Campaign
Telus International
05.2020 - 01.2021
Guest Services
COSMOPOLITAN LAS VEGAS
01.2020 - 03.2020
Customer Service Rep/Reservations
Caesars Entertainment (Paris/Bally's: Horseshoe)
10.2016 - 11.2019
Technical Support Agent/Customer Service
Asurion Call Center
01.2016 - 10.2016
Patient Advocate
UnitedHealth Group
07.2015 - 12.2015
Trainer/Supervisor
RDI Marketing Call Center
01.2015 - 07.2015
Customer Service Rep
Caesars Entertainment (Paris/Ballys)
01.2014 - 03.2014
Customer Service Rep/Chat Technical Support
Ultimate Staffing/TELUS Inc., Netflix Support
01.2013 - 08.2013
Diploma -
Bullard High School
Similar Profiles
Holly SlemmerHolly Slemmer
QA Analyst at Vision Service PlanQA Analyst at Vision Service Plan
Madeline StobaughMadeline Stobaugh
Business Specialist at Vision Service PlanBusiness Specialist at Vision Service Plan
Haleigh HernandezHaleigh Hernandez
Team Leader at Vision Service Plan Inc.Team Leader at Vision Service Plan Inc.
Celeste TylerCeleste Tyler
Customer Support Representative II at Atmos EnergyCustomer Support Representative II at Atmos Energy
Laura CorrellLaura Correll
Customer Support Representative II at Mercy Hospital Oklahoma City (Remote)Customer Support Representative II at Mercy Hospital Oklahoma City (Remote)