Tiffany Witherspoon
Fountain Inn,South Carolina
Summary
Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Clinical Administrative Coordinator
United Healthcare Optum at Home
01.2022 - 01.2024
- Responds to customer inquiries via phone, email, and chat, addressing product-related questions, order inquiries, and service issues promptly and professionally
- Utilizes CRM software to document customer interactions, update customer information, and track issue resolutions, ensuring accurate and thorough records
- Collaborates with cross-functional teams to escalate complex issues, share customer feedback, and identify opportunities for process improvement
- Demonstrates strong problem-solving skills to resolve customer complaints, manage escalations, and exceed service level agreements
- Consistently meet or exceed performance metrics, including call handling time, first call
- Communicated with patients regarding insurance coverage, billing inquiries, and payment options, providing assistance and support as needed
- Scheduling appointments
- Health Assessments
- Coordinated schedules with patients and facility calendar.
- Assessed clinical policies and procedures for compliance with changing regulations.
- Maintained complete documentation for permanent records and auditing purposes.
- Investigated claims to check billing status.
- Arranged transportation for patients, coordinating transit times with appointment scheduling.
- Reviewed cases to determine need for escalation.
- Devised and implemented clinical protocols to ensure high-quality patient care.
- Upheld quality assurance procedures to maintain patient safety and satisfaction.
- Created weekly schedules for nurses, taking into account sick days and vacation time.
- Built strong relationships with patients and families for optimized care satisfaction.
Customer Service Representative
Contemporary Staffing
09.2014 - 12.2014
- Answered incoming customer calls and emails, promptly resolving inquiries and issues
- Processed customer orders and returns with a high degree of accuracy and timeliness
- Maintained detailed records of customer interactions and transactions using database software
- Contributed to a positive team environment by collaborating with coworkers to resolve customer concerns and improve overall customer satisfaction
- Proficient in Excel
- Data Entry
- Multi-Tasking
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
Employment Verification Specialist
Greenville Unemployment and Workforce
11.2013 - 03.2014
- Provided exceptional customer service via phone, email, and chat, addressing inquiries, resolving issues, and processing orders accurately and efficiently
- Demonstrated strong problem-solving skills to identify and resolve customer concerns promptly, resulting in increased customer satisfaction ratings
- Maintained detailed records of customer interactions and transactions in CRM system, ensuring accurate documentation and follow-up
- Collaborated with cross-functional teams to streamline processes and improve overall customer experience
- Facilitated meetings with claimants to verify their job search efforts, showcasing a comprehensive grasp of South Carolina unemployment laws and guidelines
- Administered the processing of numerous South Carolina unemployment claims, ensuring adherence to state regulations and facilitating the timely distribution of benefits to eligible recipients
- Conducted rigorous examinations of reports and evidence to adjudicate unemployment claims, resulting in streamlined operations and minimized financial liabilities through informed decision-making
- Mastered a diverse array of office procedures through cross-training initiatives, bolstering operational flexibility and efficiency
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Assisted clients with completion of applications and paperwork.
- Sorted out jobs relevant to interests of candidates to forward information to candidates.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Developed strong communication and organizational skills through working on group projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Demonstrated leadership skills in managing projects from concept to completion.
Customer Service Representative
Gregory Pest Solutions
06.2012 - 05.2013
- Managed a high volume of 100+ daily inbound, outbound calls, scheduling, and ensuring prompt resolution of customer inquiries and concerns while maintaining 200+ accounts
- Spearheaded training initiatives for incoming personnel, equipping them with in-depth knowledge of company policies and services, ultimately enhancing team efficiency and customer satisfaction
- Actively pursued continuous improvement opportunities, refining sales techniques and product knowledge to deliver unparalleled service and meet ambitious quotas
- Proactively educate customers on promotions, upgrades, and billing processes, fostering a proactive and positive approach to customer interaction amidst rapid industry changes
- Resolved complex customer issues escalated from various teams, employing diplomatic communication and problem-solving skills to salvage relationships and uphold service standards
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Associate of Arts - Psychology
University of Phoenix
Tempe, AZ07-2011
Skills
- ICD-10 coding
- Mail management
- HIPAA
- Clinical documentation
- Telephone customer support
- Appointment coordination
- Insurance verification
- Claims assessments
- Medicare/Medicaid
- Office management
- Clerical assistance
- Patient scheduling
- Medical billing
- Transcription
- Medical terminology
- Documentation skills
- Business correspondence
- Policy implementation
- Recordkeeping skills
- Records reviews
- Long-term care
- Case review
- Provider relations
Timeline
Clinical Administrative Coordinator
United Healthcare Optum at Home
01.2022 - 01.2024
Customer Service Representative
Contemporary Staffing
09.2014 - 12.2014
Employment Verification Specialist
Greenville Unemployment and Workforce
11.2013 - 03.2014
Customer Service Representative
Gregory Pest Solutions
06.2012 - 05.2013
Associate of Arts - Psychology
University of Phoenix
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