Tiffany Dinkins
Houston,TX
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Advocate 4Me Sr Rep
United Healthcare
Houston, TX
09.2022 - Current
- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Handled an average of 5 escalations per day, engaging with customers in a friendly, courteous, and professional manner.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Completed customer applications and updated records to reflect current information.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Identified and resolved discrepancies between patient information and claims data.
- Resolved issues through careful research and follow-up with customers
- Interacted with customers regularly to maintain and enhance relationships.
Peer Support Specialist
ResCare
Dallas, TX
02.2019 - 08.2022
- Developed and trained 4 new customer service representatives on the proper handling of customer inquiries
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Created a new customer database by entering customer information into a database
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills
- Served as resource to support help desk requests
- Fostered relationships with partner agencies and other interested parties to build pipeline of supportive services.
- Provided ongoing assessment, problem-solving and skill teaching to assist individuals with activities of daily living.
- Maintained computers, printers and technical resources to avoid disruption in operations.
Customer Care Representative
Xerox
Madison, MS
10.2016 - 07.2022
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards.
- Trained 20 new employees in customer service script recitation, conflict resolution, and data entry practices.
- Stressed the importance of teamwork in the office, ensuring that all administrative staff members were encouraged to use their full potential.
- Maintained a high level of professionalism and provided excellent customer service to all company clients.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed high call volume with exceptional professionalism and efficiency.
- Followed up with customers on unresolved issues.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
Education
Licensed Adjuster -
The Adjuster School
Dallas, TX 03.2023 - 03.2023
High School Diploma -
Wingfield High School
Jackson, MS 08.2002 - 05.2006
Skills
Customer serviceMicrosoft outlookCommunication skillsMicrosoft wordNegotiationTime ManagementCpt codingOrganizational skillsWindowsMedical terminologyMicrosoft officeComputer skillsConflict ResolutionInsuranceInvestigations
Training Delivery
Risk Mitigation
Client Representation
Document Filing
Certification
Certificate of Achievement- Texas All Lines Adjuster
Timeline
Licensed Adjuster -
The Adjuster School
03.2023 - 03.2023
Advocate 4Me Sr Rep
United Healthcare
09.2022 - Current
Peer Support Specialist
ResCare
02.2019 - 08.2022
Customer Care Representative
Xerox
10.2016 - 07.2022
High School Diploma -
Wingfield High School
08.2002 - 05.2006