Summary
Overview
Work History
Relevant Skills:
Skills:
Leadership:
Volunteer:
Education:
Reference:
Timeline
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Tiffany Bell

Tiffany Bell

Chattanooga,TN

Summary

Experienced and enthusiastic Consultant with a 24+ year track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.

Overview

18
18
years of professional experience

Work History

Sr Client Experience Consultant

UNUM
01.2023 - Current
  • Manage all aspects of a client account including primary responsibility for maintaining overall relationship with client at the executive level; communicate more complex client strategies to partners
  • Provide direction to other Senior Consultants, Consultants and Account Managers to coordinate client work internally and externally
  • Staying up to date with changes in insurance policies and regulations
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat application
  • Develop and implement strategic plans to address client's business challenges and objectives
  • Acts as a Subject Matter Expert in role or specialized process(es)
  • Utilizes critical thinking skills to independently research and trouble shoot problems to identify issues and determine actions that need to take place for resolution.

Service Expert

UNUM
01.2018 - 01.2023
  • Provide mentor/coaching support to team members and other partner areas and make discretionary/exception decisions based on record, case, and circumstance
  • Demonstrate a strong orientation toward building customer relationships and developing partnerships with key business areas and other service team members
  • Anticipate and represent the needs/expectation of plan administrators/brokers
  • Have the foresight to utilize knowledge/skills to adjust service as expectation evolve in the service model
  • Reflect a sense of customer intimacy- know who the customer is, what products they have with us and what their recent interaction history includes
  • Advance problem-solving skills, exceptional communication skills, strong product/risk knowledge and process expertise.

Billing Specialist II

UNUM
10.2013 - 01.2018
  • Answer the phone timely and accurately and take the appropriate action to resolve service inquiries
  • Handle member questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
  • Offer alternative solutions when appropriate with the objective of gaining member acceptance
  • Communicate effectively with individuals and teams to ensure high quality and timely expedition of customer requests
  • Mentor new trainees: helping expand their classroom training and get acclimated into the department
  • Monitor service results and partner with management to implement solution
  • Meet individual goals while assisting to meet team goals.

Billing Specialist I

UNUM
01.2006 - 01.2013
    • Worked effectively and collaboratively with internal partners to ensure service standards and customer needs were met and/ or exceeded
    • Analysis and developed quality premium reconciliation solution that meet customer's expectation
    • Made appropriate system/file updates and documentation
    • Performed other duties as assigned.

Relevant Skills:

Premium management and allocation for Unum’s direct billed block of VB business; root cause analysis of policy/premium discrepancies/errors; servicing escalated customer billing issues; and providing subject-matter expertise to internal partners.

Skills:

• Problem Solving • Lean Management/Continuous Improvement • Research & Analysis • Financial budgeting • Data Entry (10-key) • Organized and detail-oriented • Works well independently • Strong written communication • Efficient time-management • Supportive, Empathetic Team-player • Process Improvement • Account payable and Account Receivable • Administrative Support

Leadership:

  • Lead daily huddles
  • Cross training for continuity support
  • Organized team outings and activities
  • Act as a liaison for management while on leave


Volunteer:

Board Member:

Currently Serving 

Northside Neighborhood House

The City of Chattanooga Beer and Wrecker Board (appointed by City Mayor Tim Kelly)-Vice Chair

The Brave Effect- Vice Chair

Education:

1996-1999 Chattanooga State Community College

Reference:

Available upon request

Timeline

Sr Client Experience Consultant

UNUM
01.2023 - Current

Service Expert

UNUM
01.2018 - 01.2023

Billing Specialist II

UNUM
10.2013 - 01.2018

Billing Specialist I

UNUM
01.2006 - 01.2013

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Tiffany Bell