Summary
Overview
Work History
Education
Skills
Timeline
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TIFFANY BROWN

Pgh,Pa

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

5
5
years of professional experience

Work History

Member Services Supervisor

United Healthcare
11.2021 - Current
  • Direct floor operations for a team of Member Services Advocates, ensuring adherence to company policies and high-quality performance.
  • Help to streamline processes for increased efficiency and improved overall team productivity.
  • Collaborate with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
  • Mentor new hires, resulting in higher retention rates and faster integration into the team.
  • Analyze member feedback to identify areas for improvement, leading to targeted action plans and better service delivery.
  • Manage escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
  • Monitor key performance metrics regularly, identifying trends and implementing strategies to improve team success rates consistently.
  • Facilitate open communication among team members, creating a supportive work environment that encouraged collaboration towards shared goals.
  • Organize regular team meetings for process updates, sharing best practices, discussing challenges faced, and brainstorming solutions together as a group.
  • Demonstrate expertise in industry-specific software applications used daily within the role for seamless task completion effectively contributing to operational excellence.
  • Coach team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
  • Train, mentor and evaluate employees on service quality, knowledge and performance.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Maintain up-to-date knowledge of products and services offered to customers.
  • Facilitate regular team meetings to discuss challenges, successes and strategies.
  • Communicate customer feedback and complaints to team members to promote proper resolution.

Member Services Advocate, POET, Team Lead

United Healthcare
10.2018 - 11.2021
  • Improved member satisfaction by promptly addressing inquiries and providing accurate information.
  • Enhanced member retention through effective communication and timely resolution of issues.
  • Developed strong relationships with members by providing personalized support and assistance.
  • Conducted thorough research to accurately answer member questions, demonstrating expertise in product offerings.
  • Provided comprehensive onboarding for new members, resulting in a seamless transition into the organization.
  • Managed high call volumes while maintaining exceptional service quality and professionalism.
  • Trained new Member Services Advocates on company policies and procedures, leading to consistent service delivery across the team.
  • Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
  • Promoted a positive work environment through teamwork, open communication, and excellent customer service skills.
  • Mentored junior advocates by sharing best practices, fostering professional growth within the team.
  • Participated in regular training sessions to stay current with industry trends and enhance knowledge base.
  • Resolved escalated member issues with diplomacy, tactfully navigating challenging situations while maintaining rapport with the customer.
  • Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
  • Served as a subject matter expert for colleagues seeking guidance on policy intricacies or problem-solving strategies.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Verified customer identification and documentation for compliant transactions.
  • Maintained and managed customer files and databases.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Resolved customer issues through thorough dispute investigation.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Education

BACHELOR OF ARTS (JOURNALISM) -

DUQUESNE UNIVERSITY
12.1995

Skills

  • Excellent communication skills
  • Team player
  • Analytics and reporting
  • Quick learner
  • Leadership
  • Organization
  • Sales strategy development
  • Strong leadership
  • Time management
  • Relationship building

Timeline

Member Services Supervisor

United Healthcare
11.2021 - Current

Member Services Advocate, POET, Team Lead

United Healthcare
10.2018 - 11.2021

BACHELOR OF ARTS (JOURNALISM) -

DUQUESNE UNIVERSITY

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TIFFANY BROWN