Tiffany Dillard
Summary
Driven professional with a proven track record in process improvements and customer service, particularly at State Farm Insurance. Excelled in roles that demanded meticulous attention to detail and collaborative efforts, leading to a notable 20% decrease in call handling time. Proficient in Microsoft Office programs and highly skilled at building strong relationships, consistently improving compliance and operational efficiency. Adapts well to business changes while maintaining a focus on delivering exceptional results.
Overview
12
12
years of professional experience
Work History
Enrollment Underwriter II-Remote
2-10 Homebuyers Warranty
06.2021 - Current
- Clarified to builders/members, and other real estate transaction stakeholders 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
- Leveraged MS Office 365 tools for effective data presentation and communication.
Dispute and Resolutions Representative - Hybrid
Lexis Nexis Risk Solutions
11.2019 - 06.2021
- Resolved supervisor and grievance callbacks, lowering weekly escalated calls.
- Maintained confidentiality of consumer sensitive PII while creating over 80 consumer profiles daily
- Guided consumers in understanding Risk Assessment related to their credit and insurance files by using multiple tools.
- Reviewed consumer profiles, distributed them, and addressed inquiries regarding credit management.
Behavioral Health Appointment Coordinator Co-Lead
Kaiser Permanente
11.2016 - 08.2019
- Scheduled patient health appointments with precision using multiple computer applications.
- 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 with physicians and nursing staff to resolve scheduling obstacles.
- Innovated a process improvement workflow via Microsoft OneNote for department scheduling guidelines
- Enhanced precision in provider scheduling resulting in 20% decrease in department call handle time.
CIR Specialist - Quality Analyst
State Farm Insurance
10.2014 - 04.2016
- Led review of 150 associate-customer interactions each week, resulting in improved claim procedures and best practices.
- Provided constructive feedback using VERINT to enhance claim associate coaching outcomes.
- Engaged in regular team calibration meetings to ensure quality standards
Initial Loss Reporting (ILR) Claims Associate
State Farm Insurance
12.2012 - 10.2014
- Filed specific loss reports for auto and property incidents, ensuring accurate data capture.
- Facilitated timely routing of claims by liaising with other insurance sectors electronically and via phone
Education
Bachelor of Science -
GEORGIA STATE UNIVERSITY
Atlanta, GAAssociate Of Science - Social Work
Georgia Perimeter College
Decatur, 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
Accomplishments
- Department innovative process improvement award
- 100% Quality Assurance recognition
Timeline
Enrollment Underwriter II-Remote
2-10 Homebuyers Warranty
06.2021 - Current
Dispute and Resolutions Representative - Hybrid
Lexis Nexis Risk Solutions
11.2019 - 06.2021
Behavioral Health Appointment Coordinator Co-Lead
Kaiser Permanente
11.2016 - 08.2019
CIR 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
Associate Of Science - Social Work
Georgia Perimeter College
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