Summary
Overview
Work History
Education
Skills
Timeline
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TIFFANY CONGO

Owings Mills,MD

Summary

Dynamic and results-driven Customer Service Representative adept at leveraging solid experience in call center operations and property management to deliver exceptional service. Possesses strong interpersonal, communication, and problem-solving skills to ensure customer satisfaction while adapting seamlessly to diverse business requirements.

Overview

9
9
years of professional experience

Work History

Customer Service Advocate

CareFirst BCBS
08.2022 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Implemented new strategies to reduce average call handling time while maintaining high-quality service.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Provide first-level problem resolution for member, provider, and broker inquiries via telephone by gathering and researching information.
  • Ensure claim submissions' accuracy, liability verification, and resolution based on policies and procedures. Educate customers on product knowledge, contractual provisions, benefit utilization, and limitations.
  • Maintain accurate customer records and update account information efficiently.

Keller Williams Legacy

REALTOR / Property Manager Assistant
05.2020 - 08.2023
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Managed accounting disbursement checks, ensuring payroll, vendor payments, and commission compliance.
  • Enhanced sales and satisfaction through client relationship management.
  • Coordinated property showings, generated leads, and advised clients on buying and selling processes.
  • Orchestrated property purchases, managed MLS software, and collaborated with legal and financial professionals for successful transactions.
  • Assisted in overseeing 10 rental properties, handling payments, maintenance, and client education.

Total Loss Advisor

Toyota Financial Services
10.2019 - 07.2022
  • Improved customer satisfaction by efficiently managing total loss claims and providing timely resolution.
  • Managed GAP claims, worked with customers, partners, and vendors, resolving delinquent balances effectively.
  • Streamlined the total loss process for faster claim settlements and increased client retention.
  • Collaborated with appraisers to accurately determine vehicle values, ensuring fair compensation for clients.
  • Provided exceptional customer service while guiding policyholders through the total loss process, resulting in positive feedback from clients.
  • Assisted in training new team members on best practices for handling total loss claims, fostering a knowledgeable and efficient workforce.
  • Managed escalations from dissatisfied customers effectively by displaying empathy and offering assistance tailored to their specific needs or concerns.

Customer Service Collection Representative

Toyota Financial Services
04.2015 - 10.2019
  • Increased customer satisfaction by promptly addressing and resolving account issues.
  • Streamlined collections processes for improved efficiency and faster debt recovery.
  • Reduced delinquency rates with proactive communication and targeted payment plans.
  • Enhanced team productivity, providing consistent coaching and support to fellow representatives.
  • Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
  • Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.

Education

High School Diploma -

Edmondson High School
Baltimore, MD

Information Systems Management

University of Maryland Global Campus
Aldephi, MD
04.2025

Skills

  • Property Management
  • Fair Housing Regulations
  • Budgeting and Accounts Payable/Receivable
  • Property Leasing and Sales
  • Team Leadership and Management
  • Office Management and Organization
  • Marketing and Market Research
  • Salesforce CRM and Yardi Software
  • Market Trend Analysis

Timeline

Customer Service Advocate

CareFirst BCBS
08.2022 - Current

Keller Williams Legacy

REALTOR / Property Manager Assistant
05.2020 - 08.2023

Total Loss Advisor

Toyota Financial Services
10.2019 - 07.2022

Customer Service Collection Representative

Toyota Financial Services
04.2015 - 10.2019

High School Diploma -

Edmondson High School

Information Systems Management

University of Maryland Global Campus

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TIFFANY CONGO