Tiffany Runtich
Smithton,PA
Summary
Driven customer care advisor with over 10 years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
15
15
years of professional experience
Work History
Sr. Complex Customer Care Rep
UnitedHealth Group
Remote, PA
02.2019 - 02.2024
- Lead Coach, assisting members that have children with special needs/ answering inbound calls and helping with any issues the member is experiencing
- Assisting the trainer with the new hire class: assisting with training curriculum, answering questions, performing call audits, coaching new hires, monitoring real time adherence, documenting attendance, etc.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Exceeded company productivity standards on consistent basis.
Team Lead/Customer Service Representative Agent
UnitedHealth Group
Remote, PA
09.2017 - 02.2019
- Direct point of contact for supervisor when she is out of the office or attending meetings
- Generating daily reports
- Facilitating team meetings
- Supported the new hire training classes as the delivery assistant
- Independently managing the new hires while they are answering inbound calls to assist our members
- Upheld quality control policies and procedures to increase customer satisfaction
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
Sr. Quality Audit Rep
UnitedHealth Group
Remote, PA
01.2017 - 10.2017
- Audit the calls by following the quality audit form that is provided for us which includes: Issue Resolution, Care and Concern, Compliance (HIPAA) and Business Requirements to ensure the agents are following the standard operating procedures while assisting the members
- To ensure the agents are following the correct processes, we as auditors will issue a defect if the process followed was incorrect or no defects if the process was followed correctly
- I may also leave feedback for the agents when necessary to coach the agent on what they may be able to do differently while assisting the customer
- Meeting and exceeding the daily goal of 3.5 audits per hour, roughly averaging 33 audits per day in an 8 hour shift
- Meeting qualifications for top performer each month.
Sr. Advocate 4Me
UnitedHealth Group
Pittsburgh, PA
08.2015 - 01.2017
- Helping people lives happier, healthier lives
- Assisting members who call in with questions regarding their insurance plan information, helping members set up appointments and always going above and beyond for the members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Exceeded company productivity standards on consistent basis.
Assistant Teacher
The Goddard School
Murrysville, PA
08.2014 - 08.2015
- Working with children between the ages of 6 weeks to 5 years old
- Helping to organize lesson plans and follow the monthly schedule
- Following the curriculum that is provided for the teachers
- Provide the children with love, care, health and safety at all times.
- Suggested methods to improve educational programming.
- Assisted with ongoing evaluation procedures needed to assess development levels of children.
Group Supervisor- Preschool Teacher
Tendercare Learning Centers
McKeesport, PA
02.2009 - 08.2014
- Working with children between the ages of 6 weeks and 12 years
- Teaching young preschool age 3
- I write weekly lesson plans and follow the weekly themes that are provided for the teachers
- Follow the current curriculum for the children such as daily activities and the daily schedule
- Provide the children with the love, safety and care they need on a daily basis.
Child Care Assistant
Kindercare Learning Centers
Irwin, PA
09.2008 - 02.2009
- Worked with children of all ages, 6 weeks to 12 years
- Assisted the lead teacher in their daily activities and lesson plans for the children
- Assisted the lead teachers in planning for the children and caring for them as needed
Education
Associate of Science - Early Childhood Education
Westmoreland County Community College
Youngwood, PA01.2012
Norwin Senior High School
Irwin, PA01.2008
Skills
- Customer Service
- Multitasking and Prioritization
- Time Management
- Patient and Empathetic
- Training and Development
- Team-Oriented and Cooperative
- Microsoft Office
- Strong Analytical and Problem Solving Skills
- Data Entry
- Computer Proficiency
Timeline
Sr. Complex Customer Care Rep
UnitedHealth Group
02.2019 - 02.2024
Team Lead/Customer Service Representative Agent
UnitedHealth Group
09.2017 - 02.2019
Sr. Quality Audit Rep
UnitedHealth Group
01.2017 - 10.2017
Sr. Advocate 4Me
UnitedHealth Group
08.2015 - 01.2017
Assistant Teacher
The Goddard School
08.2014 - 08.2015
Group Supervisor- Preschool Teacher
Tendercare Learning Centers
02.2009 - 08.2014
Child Care Assistant
Kindercare Learning Centers
09.2008 - 02.2009
Associate of Science - Early Childhood Education
Westmoreland County Community College
Norwin Senior High School