Tiffany Brooks
North Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
Work History
Team Lead
Walmart
Las Vegas, Nevada
08.2024 - Current
- Customer service: Greet customers, answer questions, and resolve issues
- Team management: Lead and support a team of associates, assign duties, and schedule breaks
- Training: Teach associates how to provide customer service, and ensure they comply with company policies
- Merchandise: Ensure merchandise is available and in good condition
- Financial performance: Monitor the financial performance of the front end area
- Event planning: Prepare for events that may impact the front end area
- Communication: Communicate with associates and management, and ensure expectations are clear
Billing Work From Home
Liberty Mutual/Safeco Insurance
Las Vegas, NV
01.2024 - 07.2024
- Addresses questions and concerns from policyholders, agents, and business partners in an accurate and timely manner
- Collects, sends, and routes forms and documentation necessary to assist customer requests first point of contact for routine customer requests and queries related to audits requiring extensive phone and email interaction with policyholders, agents, and third parties
- Coordinates request activities with various departments to ensure efficient and quality service including but not limited to
Live Chat Agent
DailyPay Inc
Las Vegas, Nevada
05.2022 - 05.2023
- Handle full-cycle customer support ticket resolution: review ticket, investigate and resolve, and provide the resolution to the customer via live chat to ensure full understanding and customer satisfaction with the provided resolution
- Work cross-functionally to investigate individual customer cases
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Managed multiple concurrent chats, maintaining a professional demeanor and timely responses under pressure
Claims Assistant Work From Home Remote
Sedgwick
Las Vegas, NV
11.2021 - 05.2022
- Provides support to Examiners and Lead staff performs office tasks depending on the client program
- Sets up and enters new claims into the claims management system
- Inputs and reviews notes/diaries in claims management system as instructed
- Processes mail; handles filing, faxing, and photocopying
- Reviews, prepares, creates, and/or sends letters, reports and forms
- Answers and initiates telephone call, sets up medical appointments
- Other activities/projects as assigned including the preparation and distribution of computer reports
- Performs other duties as assigned
Customer Service Agent Work From Home Remote
Randstad
Las Vegas, NV
09.2020 - 03.2021
- Responds to customer questions via telephone and written correspondence about insurance benefits, provider contracts, eligibility, and claims
- Analyzes problems and supplies information/solutions
- Thoroughly documents inquiry outcomes for correct tracking and analysis
- Develops and supports positive customer relations
- Researches and analyzes data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
- Receives and places follow-up telephone calls / e-mails to answer customer questions that are routine
Technical Support Expert
Asurion - Premier
Las Vegas, NV
04.2018 - 07.2020
- Provide technical assistance to customers via telephone and remote access through device
- Troubleshoot via phone software and hardware issues for iOS and android to identify related failures
- Formulate and communicate resolution for devices
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers
Inbound Technical Support Representative Work @ Home Advisor
Kelly Service -Apple
Las Vegas, NV
08.2017 - 04.2018
- Assisting customers in answering and resolving advanced product technical-support questions and issues
- Provide suggestions and options to customers based on their needs to involve up-selling features/products to help the customers
- Responsible for ensuring call resolution promptly, meeting average handle time requirements while maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction
Customer Service Representative
TELUS International- Optik/ Mastercard
Las Vegas, NV
09.2013 - 12.2016
- Answer inbound calls, assisting customers with their question, queries and complaints of the services
- Checks and maintains customer accounts for verification
- Introduce the new product or service to current and potential customers, schedule appointments for new customers calling to set up services to include High speed internet, home phone, and Tv
- Assist in Account payments, fraud, credit checks
- Meet sales goals and Target achievements
Education
High School -
Edward W. Clark High School
Las Vegas01.1992
Skills
- Phone Etiquette
- Order Processing
- Understanding Customer Needs
- CRM Software
- Customer Service
- Computer Skills
- Remote Office Availability
- Microsoft Office
- Data Entry
- LiveChat Messaging
- Billing Adjustments and Refunds
- Time management
Timeline
Team Lead
Walmart
08.2024 - Current
Billing Work From Home
Liberty Mutual/Safeco Insurance
01.2024 - 07.2024
Live Chat Agent
DailyPay Inc
05.2022 - 05.2023
Claims Assistant Work From Home Remote
Sedgwick
11.2021 - 05.2022
Customer Service Agent Work From Home Remote
Randstad
09.2020 - 03.2021
Technical Support Expert
Asurion - Premier
04.2018 - 07.2020
Inbound Technical Support Representative Work @ Home Advisor
Kelly Service -Apple
08.2017 - 04.2018
Customer Service Representative
TELUS International- Optik/ Mastercard
09.2013 - 12.2016
High School -
Edward W. Clark High School
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