Tiffany Brooks
North Las Vegas
Summary
Dedicated and results-driven customer service professional with 15 years of experience in call center settings. Proficient in managing high volumes of customer inquiries while showcasing strong communication, problem-solving, and interpersonal abilities. Demonstrated track record of efficiently resolving issues, building strong relationships with clients, and enhancing overall customer satisfaction. Experienced in utilizing call center systems/tools, such as (CRM) software Salesforce, Zendesk, call-tracking systems and committed to nurturing positive customer relationships in dynamic environments.
Overview
12
12
years of professional experience
Work History
Customer Service/ Billing Work From Home
SafeCo
01.2024 - Current
- 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 Underwriting, Billing, Premium Audit, Claims
Live Chat Agent Work From Home
Daily pay
05.2022 - 05.2023
- Handle full cycle customer support ticket resolution: review ticket, investigate and resolve, provide the resolution to 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
Sedgwick
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
Randstad
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.
Premier Technical Support Expert
Asurion
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
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
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
GED -
Edward W. Clark High School
01.1992
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
Timeline
Customer Service/ Billing Work From Home
SafeCo
01.2024 - Current
Live Chat Agent Work From Home
Daily pay
05.2022 - 05.2023
Claims Assistant Work From Home
Sedgwick
11.2021 - 05.2022
Customer Service Agent Work From Home
Randstad
09.2020 - 03.2021
Premier Technical Support Expert
Asurion
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
GED -
Edward W. Clark High School
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