Tiffany Lemke
Chicopee,MA
Summary
Diligent Resolution Specialist with background in conflict resolution and issue management. Successfully navigated complex disputes and implemented effective solutions in timely manner. Demonstrated strong problem-solving abilities and communication skills to enhance client satisfaction and team efficiency ensuring smooth operations for enhanced member and provider satisfaction. Known for collaborative approach and adaptability in dynamic environments, leveraging keen problem-solving and communication skills.
Overview
17
17
years of professional experience
Work History
Resolution Specialist
WellSense Health Plan
03.2024 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Senior Service Specialist
WellSense Health Plan
01.2023 - Current
- Enhanced customer satisfaction by resolving complex service issues promptly and effectively.
- Mentored junior team members to improve their skills and overall performance in the workplace.
- Efficiently managed high-pressure situations, providing prompt resolutions while maintaining a calm demeanor under stress.
- Reduced customer response times by optimizing workflows, enabling the team to address client concerns more effectively.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Personal Care Attendent
Stavros Center For Independent Living
02.2017 - 12.2022
- Collaborated effectively with healthcare professionals to ensure comprehensive care for clients with complex medical conditions.
- Ensured safety and comfort of clients through diligent monitoring and timely assistance with daily activities.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Developed strong relationships with patients'' families to provide updates on progress and address concerns collaboratively.
- Collaborated with healthcare teams to develop individualized care plans, ensuring optimal outcomes for each patient.
- Documented patient information accurately in electronic medical records, ensuring continuity of care among healthcare providers.
- Documented patient information and care activities in electronic health record.
Customer Service Representative
Costco
01.2008 - 03.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Health Administration
Bay Path University
Longmeadow, MA06-2027
Skills
- De-Escalation Techniques
- Assertiveness
- Conflict resolution skills
- Document Preparation
- Team building
- Meeting facilitation
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Team Collaboration
- Organizational Skills
Accomplishments
- Collaborated with team of 8 in the development of the Women's BRG.
- Initiated, and followed through creating a book Study for the Women's Business Resource Group which involved scouting vendors, and monitoring budget.
- Participated in a Leadership Summit at the Schrafft's center with WellSense Health Plan which further enriched my understanding of leadership within this organization
- Maintained agendas, minutes, and meetings throughout my leadership role within the BRG.
- Edited and presented presentations to new hires within Support Squad and Transition team.
- Initiated a project plan geared towards senior representatives to assist with their future goals, and career growth.
- Created template responses for member and provider inquiries while working alongside the concierge team.
Service Experience Award Committment to Excellence award
In October of 2023 I was honored with the Service Experience award here at WellSense Health Plan. It further pushed me to continue working hard in this company and develop my strengths. That in turn was the reason I was awarded the Commitment to Excellence award in October of 2024.
Timeline
Resolution Specialist
WellSense Health Plan
03.2024 - Current
Senior Service Specialist
WellSense Health Plan
01.2023 - Current
Personal Care Attendent
Stavros Center For Independent Living
02.2017 - 12.2022
Customer Service Representative
Costco
01.2008 - 03.2014
Bachelor of Science - Health Administration
Bay Path University
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