Tiffany Cole
Fayetteville,North Carolina
Summary
Dedicated Sr Customer Solutions Specialist motivated to maintain customer satisfaction and contribute to company success. Actively exceeding quality metrics to ensure customer satisfaction through research and being efficient.
Overview
15
15
years of professional experience
Work History
Sr Customer Solutions Specialist
BCBSNC
Durham, NC
08.2018 - Current
- Selected by Senior Management for the Solutions Expert role to perform concierge services signature to eighth largest employer in the world- Compass Group. Recruited for position due to internal metrics, exceeding departmental goals, progressive collaboration with internal partners
- Contact members with chronic or terminal illnesses and assist in recommendations of available tools for a successful recovery
- Provide enhanced chat and web support
- Assist with Student Blue , ASO Dedicated, and Blue Card Home
- Interview candidate for EL&D
- Provided technical support to customers.
- Identified customer trends and communicated them to management for further investigation.
- Analyzed data collected from surveys and feedback forms to identify areas of improvement in customer service operations.
- Recommended changes or improvements to existing processes, procedures or policies related to customer service operations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Customer Service Professional
BCBSNC
Fayetteville, NC
09.2014 - Current
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Customer Service Rep
AT&T
Fayetteville, NC
10.2013 - 09.2014
- Demonstrated mastery of customer service call script within specified time frames.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Student Support Monitor
Geary County Schools
Junction City, KS
08.2012 - 05.2013
- Applied the positive reinforcement method to redirect negative behaviors.
- Conducted small group and individual classroom activities based on differentiated learning needs.
- Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.
- Physically and verbally interacted with students throughout the day to keep them engaged.
Customer Service Rep
United Healthcare
Tampa, FL
10.2008 - 09.2010
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Addressed customer service inquiries in a timely and accurate fashion.
Education
High School Diploma -
Hammond High School
1996
Some College (No Degree) - Business Administration And Management
FTCC
Fayetteville, NCSkills
- Ability to promote and support team work and team decision making
- Adaptability and ability to work under pressure
- Excellent communications skills, written and verbal
- Professional
- Self motivated
- Strong PC skills
- Teamwork
- Outstanding Multitasking Skills - Quick Concept Learner-Analytical Capabilities-Effective Problem Solving Skills-
Knowledge of CPT codes - Medical terminology- Insurance Billing and Claims Cycle Proficient - Goal Setting and Achievement
- Customer Service
- Task Prioritization
Accomplishments
- SQM World Class Improvement 2019
- World Class Call 2019
- Secret Shopper Winner 2018
- POC for Team Lead
- Supported Inventory for MIT (Fayetteville)
- Exceeded all metric goals for 2023
- 100 % Quality
Timeline
Sr Customer Solutions Specialist
BCBSNC
08.2018 - Current
Customer Service Professional
BCBSNC
09.2014 - Current
Customer Service Rep
AT&T
10.2013 - 09.2014
Student Support Monitor
Geary County Schools
08.2012 - 05.2013
Customer Service Rep
United Healthcare
10.2008 - 09.2010
High School Diploma -
Hammond High School
Some College (No Degree) - Business Administration And Management
FTCC
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