Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Hi, I’m
Tiffany Clark
Galloway,NJ
Summary
Overview
8
years of professional experience
Work History
S & S Healthcare Strategies
Senior Benefits and Support Specialist
07.2019 - Current
Job overview
- Healthcare (TPA)
- Explains benefits to plan participants in easy-to-understand terms to educate each on available options.
- Trained new team members in policies and procedures and offered insight into the best way to manage job tasks and duties.
- Maintains confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathers information, assesses and fulfills callers' needs, and educates on important policies and procedures.
- Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibits high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time, and productivity.
- Promotes superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Collaborates with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup for customer service managers.
- Acts as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Manages high-priority tickets professionally, ensuring timely resolutions while maintaining excellent rapport with clients.
Macy's Home Direct
Furniture & Mattress Salesperson
07.2018 - 11.2019
Job overview
- Recommended products based on customers' needs and personal decorating style
- Maintained knowledge of all sales, promotions, store policies, state laws, and online security practices
- Accurately prepared all sales checks, arranged delivery, and facilitated special requests (custom orders)
- Offers Worry No More Furniture and Mattress replacement program on all eligible furniture and mattress pieces
- Assisted with New Hire training, and tenured representatives transitioning to phones from online chat.
- Engaged customers in social conversations to create a pleasant and easy shopping experience.
- Achieved top performance by strategically adapting to a rapidly changing, competitive environment.
- Completed orders and organized product deliveries to meet customer timetables.
Dominion National
Call Center Supervisor
12.2016 - 07.2018
Job overview
- Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
- Completed bi-weekly payroll for 25 employees.
- Supervised a team of 25 representatives and provided constructive feedback, resulting in higher morale and increased employee retention.
- Developed highly efficient Call Center Representatives through ongoing coaching and professional development opportunities.
- Collaborated with Plan Building, Claims, and Quality Assurance departments to achieve Call Center goals..
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Interceded between Team members and Department Leadership during arguments and diffused tense situations.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
Mercy Health
Revenue Cycle Billing Specialist
07.2016 - 11.2016
Job overview
- Identified and resolved payment issues between patients and providers.
- Gathered information from multiple sources to simplify billing and organize accounts.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Collected data and performed customer needs analysis.
- Verified accuracy of accounts payable payments, resulting in 30 % reduction in payment errors and check reissues.
Education
Alabama State UniversityMontgomery, AL
No Degree from Elementary Education
University Overview
Paul Laurence Dunbar High SchoolDayton, OH
High School Diploma
05.1990
University Overview
Skills
- Customer Relationship Management
- Training and coaching
- Escalation Handling
- Operating System Knowledge
Timeline
Senior Benefits and Support Specialist
S & S Healthcare Strategies
07.2019 - Current
Furniture & Mattress Salesperson
Macy's Home Direct
07.2018 - 11.2019
Call Center Supervisor
Dominion National
12.2016 - 07.2018
Revenue Cycle Billing Specialist
Mercy Health
07.2016 - 11.2016
Alabama State University
No Degree from Elementary Education
Paul Laurence Dunbar High School
High School Diploma
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