Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Hi, I’m

Tiffany Krawcyk

Customer Service
Myrtle Beach,SC

Summary

Engaging, passionate, empathic, and patient customer service professional with 15+ years of experience responding to all types of customer inquiries. Eager to join an organization to grow customer loyalty and maintain the highest level of customer service. In previous roles, maintained staying within the top 20 advocates and 95% positive customer survey results. Detail-oriented team player with strong organizational skills. Ability to handle multiple tasks simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, well-developed troubleshooting skills, and problem-solving skills. Willingness to take on added responsibilities to meet team requirements and help meet company goals. Manages upset customers with precision and poise and defuses high-pressure situations with grace and diplomacy. Quickly identifies issues and finds most effective solutions.

Overview

23
years of professional experience
5
years of post-secondary education

Work History

HGS - Hinduja Global Solutions/Sagility
, CO

Customer Service
11.2021 - 06.2023

Job overview

  • Attracting potential customers by answering product and service questions
  • Place or cancel orders
  • Maintain customer records by updating account information and documenting during every call
  • Resolved customer complaints by clarifying the customer’s complaint, determining the cause of the problem, selecting, explaining, educating the best solution to resolve the problem, and ensuring to follow-up
  • Provide as much empathy as possible to members, provide exceptional customer service
  • Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
  • Call de-escalation, thoroughly document every call, assisted team members with their calls, provided information for Spending Account Card, provided accurate billing, benefit, & pharmacy information, provided accurate claim information, provided accurate authorization & referral information, helped members and providers with the expedited appeals process
  • Helped members understand their benefits and how utilize their insurance, helped Med Supplement members understand the differences in coverage compared to the advantage plans, defined, and provided members with Independent Physician Association (IPA) information & helped them understand how an IPA works, sent requested material(s) necessary to benefit the members
  • Handled provider calls, reach out to providers, or debut collection agencies on the members behalf
  • Provided additional community resources
  • Warm transferred only, when necessary, helped members understand dual status, cost share protection, and refer/transfer to case managers
  • Informed and provided members with information about Low Income Subsidy AKA Extra Help, eligibility, Medicare Savings Program, state programs, & additional savings
  • Communicate & collaborate across different departments
  • Comply with all HIPPA laws and regulations
  • Comply with all company policies and procedures
  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Developed lasting relationships with customers, which helped to bring in additional business opportunities.
  • Updated customer service database with new information, address changes and contact details.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Compiled and maintained client records to monitor health insurance policies and premiums paid.
  • Provided comprehensive customer service to drive client satisfaction.
  • Monitored changes in health insurance laws and regulations to verify continuous compliance.
  • Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
  • Developed relationships with providers and networks to achieve favorable client coverage.
  • Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
  • Calculated premiums and established payment methods for sales.
  • Collected premiums on or before effective date of coverage.
  • Analyzed customer needs to provide customized insurance solutions.
  • Monitored customer feedback and identified areas of improvement.
  • Educated clients on insurance policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Coordinated with contracting department to resolve payer issues.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Verified client information by analyzing existing evidence on file.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Posted payments to accounts and maintained records.
  • Communicated verification and authorization status updates with multiple departments or vendors to facilitate decision-making for patient admissions and insurance coverage.
  • Checked documentation for accuracy and validity on updated systems.
  • Collected premiums and issued accurate receipts.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Responded to customer concerns and questions on daily basis.
  • Collaborated with customers to resolve disputes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained and managed customer files and databases.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Addressed customer account discrepancies and concerns.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Processed debit and credit card and electronic check payments.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed and updated databases to handle customer data.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.

US Government
Myrtle Beach, United States

Census Taker
08.2020 - 10.2020

Job overview

  • Us census / Myrtle beach sc
  • Responsible for going to homes who did not complete the US Census, collect information if the homeowner was willing to participate, log and electronically send collected data
  • Required:
  • Follow all privacy laws.
  • Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
  • Met with supervisor to review procedures, report issues or concerns and receive instructions.
  • Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
  • Communicated with Census takers via phone to answer questions and expedite process.
  • Brought relevant language skills and cultural familiarity to successfully access neighborhood residents.
  • Attended team meetings to develop job knowledge.
  • Performed field staff duties critical to completing accurate count in hard-to-reach communities.
  • Leveraged smartphones to record information.
  • Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
  • Served as last line of defense to obtain accurate count for federal funding and fair political representation.
  • Utilized data-driven tracking system and recruitment processes to find optimal candidates for interviews and employment opportunities.
  • Completed surveys by rechecking contact information before ending each call.
  • Devised and implemented effective interviewing techniques and strategies to identify best candidates for each position.
  • Delivered information from script regarding surveys for on-demand phone project assignment.
  • Obtained updated contact information from all subjects and verified data for accuracy.

Circle K
Myrtle Beach, South Carolina

Assistant Manager
08.2017 - 09.2019

Job overview

  • Circle k / myrtle beach sc
  • Completed inventory reviews
  • Responsible for product ordering
  • Completed bank deposits
  • Responsible for shift reports and daily reports
  • Ensured all cash received was accounted for according to daily reporting
  • Ensured onboarding employees and provided proper training
  • Handled vendor relations
  • Handled internal relations across departments and other stores.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Monitored security to protect employees, customers and property.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Defined clear targets and objectives and communicated to other team members.

Deli*Ishes
Middletown , NY

Assistant Manager
04.2008 - 05.2012

Job overview

  • Delish / middletown ny
  • Helped open, run, and maintain a successful deli
  • Ensured all proper handling of food meet guidelines
  • Handled all payroll and daily reporting
  • Provided exceptional customer service
  • Onboarded and trained new employees
  • Completed daily lottery reports
  • Required:
  • Ensured all state compliance requirements were kept for liquor, cigarette, and lottery license
  • All FDA guidelines and policies were met and maintained.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Monitored security to protect employees, customers and property.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Defined clear targets and objectives and communicated to other team members.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Five Star Car Wash
Middletown , NY

Assistant Manager
03.2000 - 04.2008

Job overview

  • Five star car wash / middletown ny
  • Responsible for onboarding employees
  • Responsible for employee performance
  • Handled daily reports
  • Handled daily revenue reporting
  • Ensured proper payroll and accounting
  • Handled all vendor relations
  • Responsible for providing proper training to employees and onboarding of new employees.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Monitored security to protect employees, customers and property.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Education

Orange County Community College
Middletown, NY

Associates from Human Services And Psychology
06.2000 - 06.2003

University Overview

University of Phoenix
Tempe, AZ

Associates from Human Services And Psychology
06.2008 - 06.2010

University Overview

GPA: 3.94

Skills

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Additional Information

Additional Information

ASSESSMENT SCORES ON FLEXJOBS ESKILLS

Standard Customer Service Healthcare-87%

Standard Digital Literacy Simulation-95%

Standard Basic Computer Knowledge-77%

Standard Inbound Call Center Simulation-97%

Standard Matching Simulation Healthcare-100% Standard Multitasking Simulation-83%

Standard Primary Work Skills-91%

Standard Regular Typing Skills-96%

Standard Remote Working-84%


VOLUNTEER ACTIVITIES


Property Owners Association

Currently, serving of my community’s Property Owners Association (POA) Board as the Vice-President. Attend and participate in our weekly meetings to ensure we are giving back to our community, ensuring all licensing and bills are paid on time, solving conflicts for members, and more.


Volunteer work through Beach Church

Also, I attend Beach Church as a spiritual and faithful Christian. Volunteer for community work such as serving at a food distribution center, serve dinners in homeless shelters, assist elderly, and disabled with their needs, and more.


Ombudsman through the New York State Office for the Aging

Previously, I dedicated my time and talents to serving as an Ombudsman through the New York State Office for the Aging advocating for older adults and people with disabilities who live in nursing homes, assisted living, or any other type of other licensed adult care homes. We helped residents understand and exercise their rights to good care in an environment that promotes and protects their dignity and quality of life. As an advocate we acted on behalf of the residents to assure rights are not violated, identifying investigating, and working towards resolution of resident complaints. As mediate we worked collaboratively with residents, family members, and staff towards achieving mutually beneficial solutions to the issues they are experiencing in long-term care facilities. As an educator we provided information and consultation to residents, families, facility staff, and communities about issues in long-term care and specific issues they are experiencing in facilities. If resolution was not achievable, complaints were then referred to the New York State Department of Health or other appropriate agencies.

Timeline

Customer Service
HGS - Hinduja Global Solutions/Sagility
11.2021 - 06.2023
Census Taker
US Government
08.2020 - 10.2020
Assistant Manager
Circle K
08.2017 - 09.2019
University of Phoenix
Associates from Human Services And Psychology
06.2008 - 06.2010
Assistant Manager
Deli*Ishes
04.2008 - 05.2012
Orange County Community College
Associates from Human Services And Psychology
06.2000 - 06.2003
Assistant Manager
Five Star Car Wash
03.2000 - 04.2008

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Tiffany KrawcykCustomer Service