Tiffany Dillard
Georgia
Summary
Driven professional with a proven track record in process improvements and customer service, notably at State Farm Insurance. Excelled in roles requiring meticulous attention to detail and collaborative efforts, leading to a 20% decrease in call handle time. Skilled in Microsoft Office Programs and adept at building strong relationships, consistently enhancing compliance and operational efficiency.
Overview
12
12
years of professional experience
Work History
Enrollment Underwriter II-Remote
2-10 Homebuyers Warranty
Denver, CO
06.2021 - Current
- Clarified to builders/members, homeowners, and other real estate professionals the responsibilities and risk management obligations under the home warranty
- Utilized extensive attention to detail and data entry accuracy reviewing inspection reports, warranty applications, and builder accounts to ensure compliance requirements are met to finalize over 60 new home warranties daily
- Proficiently used Microsoft Office 365 programs to organize, present, distribute and communicate data to collaborate with internal & external customers
Dispute and Resolutions Representative - Remote
Lexis Nexis Risk Solutions
Alpharetta, GA
11.2019 - 06.2021
- Provided an appropriate resolution for supervisor and grievance callbacks, which reduced the weekly count of escalated calls in the queue.
- Maintained confidentiality of consumer sensitive PII while creating over 80 consumer profiles daily
- Managed the preparation and processing of consumer report disputes to meet stringent deadlines for distributing resolution letters.
- Educated consumers on Risk Assessment as relates to credit management, insurance risk, and public records within their consumer file while utilizing over 9 different software/tool systems to provide accurate information
Behavioral Health Appointment Coordinator Co-Lead
Kaiser Permanente
Duluth, GA
11.2016 - 08.2019
- Accurately scheduled patient health appointments using various computer programs where attention to detail was required
- Advised team of any daily department updates and led Microsoft teams chat in the absence of Team Lead
- Advocated for patients with a variety of health needs
- Collaborated professionally and effectively with Doctors and Nurses to remove scheduling obstacles and identify crises situations
- Innovated a process improvement workflow via Microsoft OneNote for department scheduling guidelines
- Resource was vetted as a daily team job aide for its ability to increase provider scheduling accuracy and decrease call handle time by 20%
Customer Interaction Review Specialist - Quality Analyst
State Farm Insurance
Dunwoody, GA
10.2014 - 04.2016
- Analyzed a total of 150 associate customer interactions weekly, identifying key areas for improvement that led to the establishment of new best practices and enhanced compliance with standard claim procedures
- Communicated constructive feedback through VERINT system for claim associate coaching and demonstrated proper use of spelling, grammar and tone
- Engaged in regular team calibration meetings to ensure quality standards.
Initial Loss Reporting (ILR) Claims Associate
State Farm Insurance
Dunwoody, GA
12.2012 - 10.2014
- Accurately document detailed and specific information from customers to report losses to their personal and/or business property in a high-call-volume contact center environment.
- Facilitated timely routing of claims by liaising with other insurance sectors electronically and via phone.
Education
Bachelor of Science -
GEORGIA STATE UNIVERSITY
Atlanta, GASkills
- Process improvements
- Analytical
- Proficient in Microsoft Office Programs
- Customer service
- Account Management
- Loss mitigation
- Ability to Work Under Pressure
- Meticulous
- Collaborative
- Building strong relationships
- Problem-solving
References
- Ebony Wyche, Real Estate Professional, 678-760-4448
- Tabatha Lamadieu, RN Manager, 404-273-1426
- Alexandria Hawkins, Project Manager, 404-552-8284
Accomplishments
- Department innovative process improvement award
- 100% Quality Assurance recognition
- Monthly Top Dynamics Performer
References
References available upon request.
Timeline
Enrollment Underwriter II-Remote
2-10 Homebuyers Warranty
06.2021 - Current
Dispute and Resolutions Representative - Remote
Lexis Nexis Risk Solutions
11.2019 - 06.2021
Behavioral Health Appointment Coordinator Co-Lead
Kaiser Permanente
11.2016 - 08.2019
Customer Interaction Review Specialist - Quality Analyst
State Farm Insurance
10.2014 - 04.2016
Initial Loss Reporting (ILR) Claims Associate
State Farm Insurance
12.2012 - 10.2014
Bachelor of Science -
GEORGIA STATE UNIVERSITY
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