Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiffany Goyzueta

Palm Coast,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Understanding customer desires and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Grievance Coordinator

Magnit Solutions
11.2023 - Current
  • Enhanced grievance resolution rates by implementing efficient tracking and monitoring systems.
  • Managed high caseloads, was responsible for 10 cases per day, and worked diligently with effective organization strategies that maintained accuracy and timeliness during peak periods.
  • Established positive relationships with internal departments, enhancing cooperation when resolving cross-functional grievances.
  • Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
  • Improved interdepartmental communication, ensuring timely updates on case progress and resolutions.

Customer Care Representative (seasonal)

West Marine
04.2023 - 06.2023
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Navigated multiple computer systems within dual monitor setup and applications to find information.
  • Communicated with over 50 customers per day regarding account services, statements, and balances as well as orders, tracking, and locating the nearest local store.
  • Resolved concerns with products or services to help with retention and drive sales.

Customer Service and Support Representative

PNC Bank
06.2022 - 03.2023
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Broke down and evaluated user problems, using scripts, personal expertise, and probing questions.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled more than 50 calls per day.

Grievance Analyst

Convey Health Solutions
09.2021 - 05.2022
  • Identified and resolved problems through root cause analysis and research.
  • Validated results and performed quality assurance to assess that data was accurate.
  • Researched prospective accounts to understand needs, build target lists, and develop effective emails and scripts.
  • Contacted customers to follow up with outcomes to grievances, providing professional and impactful service to keep them returning.
  • Communicated through multiple systems and multitasked amongst dual monitors.
  • Managed approximately 30 incoming calls and emails per day from customers.

Healthcare Customer Service Representative

TTEC
03.2019 - 09.2020
  • Promoted to Pharmacy Help Desk after 10 months.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Supported accounts receivable operations within assigned functions.
  • Identified, analyzed and researched systemic issues and made recommendations for resolution.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Verified insurance eligibility and coverage for patients.
  • Investigated insurance claims denials and appeals.
  • Placed and managed medication orders such as tracking, payments and contacting Doctors.

Home Health Aide

All Ways Caring HomeCare
11.2018 - 02.2020
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided mobility assistance such as walking and regular exercising.
  • Developed rapport to create safe and trusting environment for care.
  • Monitored changes in clients' conditions to report concerns to supervisor.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Monitored at most 3 clients per day, 4 times every week.

Customer Service Rep (PT- Worked While at King's)

Palm Coast Data
10.2017 - 08.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Mastered over 80 calls per day assisting with account and insurance concerns.

Daycare Worker (PT- Worked While Also at PCD)

King's Kids Daycare And Preschool
10.2017 - 01.2018
  • Encouraged good behaviors using positive reinforcement methods.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Monitored entrances and exits to maintain safety and organized environments.
  • Introduced children to educational games and activities to boost learning.
  • Facilitated learning through play, stories, and outdoor activities for successful child outcomes.
  • Responsible for wellbeing of approximately 14+ young children on occasion.

Direct Care Professional

East Coast Habilitation Options
08.2015 - 09.2017
  • Supervised daily activities and assisted staff.
  • Assisted patients with dressing, grooming, and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Administered medication as directed by physician.
  • Transported clients to medical and dental appointments to provide support.
  • Follow, develop, and implemented individualized care plans to meet individual needs of each client.
  • Responsible for physical action and emotional behavior of approximately 5 clients per day within assigned group home.

Education

Working Towards Associate's - Nursing

Daytona State College
Daytona Beach, FL

High School Diploma -

Flagler Palm Coast High School
Palm Coast
05.2014

Skills

  • Understanding Customer Needs
  • Online Systems
  • Claims Monitoring
  • Inbound/Outbound Customer Service
  • Problem Resolution
  • Research reporting
  • Data Management
  • Complaint Handling
  • Attention to Detail
  • Analytical and Critical Thinking

Timeline

Grievance Coordinator

Magnit Solutions
11.2023 - Current

Customer Care Representative (seasonal)

West Marine
04.2023 - 06.2023

Customer Service and Support Representative

PNC Bank
06.2022 - 03.2023

Grievance Analyst

Convey Health Solutions
09.2021 - 05.2022

Healthcare Customer Service Representative

TTEC
03.2019 - 09.2020

Home Health Aide

All Ways Caring HomeCare
11.2018 - 02.2020

Customer Service Rep (PT- Worked While at King's)

Palm Coast Data
10.2017 - 08.2018

Daycare Worker (PT- Worked While Also at PCD)

King's Kids Daycare And Preschool
10.2017 - 01.2018

Direct Care Professional

East Coast Habilitation Options
08.2015 - 09.2017

Working Towards Associate's - Nursing

Daytona State College

High School Diploma -

Flagler Palm Coast High School

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Tiffany Goyzueta