Tiffany Horace
Valdosta,GA
Summary
Dynamic customer support professional with extensive experience in problem resolution and client relationship development, demonstrating strong technical proficiency and call center expertise. Proven track record of managing high-volume interactions while fostering cross-functional collaboration, ensuring timely resolution of customer complaints and maintaining exceptional service standards. Recognized for strong interpersonal skills and the ability to lead and motivate teams toward success in fast-paced environments. Committed to leveraging these abilities in a new role within the customer service and leadership sector, dedicated to enhancing client satisfaction and operational efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Rep/Quality Support
Tivly
01.2025 - 12.2025
- Take over 100 inbound calls a day from business owners who need a quota for Commercial Insurance
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- I'm trained for Quality Support, which is very important to make sure Agent performing the calls
- Responded to customer requests for products, services, and company information.
- Made appropriate account corrections to resolve customer problems.
- Cross-trained and provided backup support for organizational leadership.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
Member Service Representative II (medical Appointments)
NationsBenefits
08.2023 - 10.2024
- Took inbound calls from different healthcare members to place OTC orders
- Conducted member outreach and retention efforts, including follow-up calls and personalized communications.
- Collaborated with other departments to ensure prompt resolution of customer complaints or disputes.
- Average calls per hour was about 95+ calls (outbound)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Sought ways to improve processes and services provided.
- Managed a high volume of incoming calls and emails, professionally and efficiently addressing member needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products
- Built and maintained customer relations by providing high-quality services.
- Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- HIRED THROUGH RECRUITERS (REMX)
Member Service Representative II
The Results Company (NOT SURE WHICH RECRUITER HIRED)
10.2022 - 07.2023
- Receive inbound calls.
- Assist members with health benefit inquiries.
- Answered all their question about their health plans.
- Used CRM for their account/ experience in Salesforce.
- Received Inbound call in CRM for, Medicare and Medicaid member calling and information on there new packet and card replacements.
- On average 80 calls per day, I took.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- I also had some training for payroll,like worked hours, overtime and updating data.
- Prepare and analyze payroll reports, including summaries of earnings, deductions, leave balances, non-taxable wages, and special payroll adjustments.
- I also was trained for Technical support helping customers with there online portal account, created tech support tickets. I took about 50+ calls inbound from customer needing help any tech, and order processing.
- REASON FOR LEAVING: TRIED TO FINISH SCHOOL, AND THE CONTRACT NEEDED
Prior Authorization Representative / Quality Support
Alorica/Express Scripts
11.2020 - 09.2022
- Receive inbound calls from medical personnel (doctors, nurses, etc.)
- Process authorizations for medication retail/mail approval
- Excellent telephone and Active listening with clients/member
- Multi-tasking in different systems
- High call volume
- Team lead from time to time
- Yes, on a previous job I handle some of the Medicare Part D (inbound) for prescription inquiry
- On a Average 100 calls per day
- I did Quality Assurance to help agents performance, and Metrics
- Contacted insurance companies to obtain prior authorization for medical procedures and medications.
- Tracked referral submission during facilitation of prior authorization issuance.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Processed new medication and refill requests for authorization.
- Reason for leaving: I was starting school and Alorica couldn't accommodate my schedule to part-time at that time
Repairer
Meggitt Polymers & Composites
11.2017 - 10.2020
- Repair parts for machines.
- Repair defective fuel tank
- Data entry/ inventory
- Supervise for a short time a night shift
- Attendance was good
Housekeeping
Moody Air Force-Base
04.2016 - 02.2017
- Clean military fitness center, restrooms, lockers, mopping, and dusting
- Maintained a clean environment within the client's home by performing light housekeeping duties.
- Adapted quickly to new technologies utilized in housekeeping operations.
- Performed light housekeeping duties to ensure a safe and clean environment for patients.
- Kept work environment clean and safe by completing housekeeping assignments.
- Maintained effective communication with supervisors, colleagues, and guests regarding housekeeping services.
Customer Service Representative
Convergys
05.2013 - 08.2015
- Inbound and outbound calls
- Fast pace call center/
- And I work well with Teams/team Microsoft/ Zoom
- I do know how to work in different Software
- Good attendance
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
Data Entry
Evergreen sales & Marketing
03.2008 - 10.2008
- Input customers account information
- Only did data Entry for customer cable account
Sales Representative
Evergreen sales & Marketing
02.2001 - 08.2006
- Taking inbound and outbound calls for different cable/ internet.
- Data Entry for customers' account
- Cold calling
- Upsell HSI/Ala carte channels, such as HBO, Showtime, Max, Starz
- Multi-tasking in different system
- High call volume 100 Call
- Team lead for time to time during those years
- I received a little team training, to replace and employer wasn't here or not available for a couple of days and week
- Took Tech support calls from customer having issues with their DVR,Cable box. I created tickets and schedule appointments for a technician to come out to customer home to fix major issues, Fiber optic, buried cable lines, physical lines signal testing.
Education
Some college - Computer Programming
Georgia Wiregrass Technical College
Valdosta, GA01.2023
Some college Credits - Medical Assistance
Georgia Wiregrass Technical College
Valdosta, GA11.2014
High school diploma - undefined
Penn Foster
Remote06.2014
Skills
- Lead generation
- Skilled in resolving disputes
- Detail-oriented data entry
- Precision in analytical evaluation
- Attentive listening
- Strong client engagement skills
- Telecommunications proficiency
- Customer relationship management
- Managing phone inquiries effectively
- Knowledge of clinical vocabulary
- Computer proficiency
- Customer support via phone
- Skilled in clear communication on calls
- Experienced in lead generation and outreach
- Client relationship management
- Data confidentiality practices
- Insurance billing management
- Effective written communication
- Skilled in telephone communication
- Experience with ICD-10 documentation
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- I Achieved The Most Upselling product for High Speed Internet with a total of 50 in that Month in our team. (Contest)
Certification
Driver's License
Languages
English
Awards
The Most High Speed internet sales for the month, April 2008, Frontier Communications, Deland ,Fla
Additional Information
- Work Gaps:
- I had to help take of my husband in hospice care before he died Nov 2020
- Went back to school to try getting A Degree in Computer Programing
- Also completed one semester back in 2015 or 2016 for Nursing Assistant
- I'm victim of identity thief , and I'm under Investigation. My data was breach, and the actor posed as a recruiter for a remote position. So, that was the only reason I resigned from Tivly, because I thought this was Legit opportunity I been waiting for
Timeline
Customer Service Rep/Quality Support
Tivly
01.2025 - 12.2025
Member Service Representative II (medical Appointments)
NationsBenefits
08.2023 - 10.2024
Member Service Representative II
The Results Company (NOT SURE WHICH RECRUITER HIRED)
10.2022 - 07.2023
Prior Authorization Representative / Quality Support
Alorica/Express Scripts
11.2020 - 09.2022
Repairer
Meggitt Polymers & Composites
11.2017 - 10.2020
Housekeeping
Moody Air Force-Base
04.2016 - 02.2017
Customer Service Representative
Convergys
05.2013 - 08.2015
Data Entry
Evergreen sales & Marketing
03.2008 - 10.2008
Sales Representative
Evergreen sales & Marketing
02.2001 - 08.2006
Some college Credits - Medical Assistance
Georgia Wiregrass Technical College
High school diploma - undefined
Penn Foster
Some college - Computer Programming
Georgia Wiregrass Technical College