Tiffany B. Henderson
Dallas,TX
Summary
Dynamic professional with a proven track record in enhancing customer interactions and driving satisfaction through effective problem-solving and empathetic communication. Expertise in addressing and resolving customer concerns while fostering a collaborative team environment to achieve outstanding results. Highly adaptable to changing needs, consistently delivering reliable performance under pressure. Proficient in utilizing CRM software to manage inquiries and provide exceptional service, ensuring a seamless customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Licensed Customer Experience Specialist
Lemonade Insurance
Fully Remote
09.2021 - 10.2025
- Adapted communication methods to align with customer needs, delivering personalized experiences via phone, email, and SMS.
- Multi-level insurance subject matter expert, boosting customer confidence by providing clear policy interpretations across multiple lines of business.
- Proactively identified and communicated key customer pain points, collaborating on solutions to enhance overall experience and satisfaction.
- Trained and mentored new team members, ensuring alignment with company service standards and policies.
- Offered actionable feedback to leadership on resource improvements, fostering streamlined and collaborative workflows across teams.
- Utilized CRM software to track customer interactions, analyze trends, and improve service delivery.
- Developed customer-centric solutions to enhance satisfaction and retention.
- Analyzed customer feedback to identify trends and drive service improvements.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Trained and mentored new team members on best practices in customer interaction.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Coordinated with agents, internal teams, and policyholders to resolve policy and underwriting documentation requests during policy inception as well as during renewal periods.
- Reviewed and updated policyholder property details (e.g., roof, square footage upgrades, and additional structures) to ensure accurate risk assessment, policy issuance, and policy renewals.
Catastrophe Claims Desk Adjuster Property
Liberty Mutual
Hybrid; Plano, Texas
07.2018 - 01.2020
- Handled catastrophe related claims, ensuring efficient and accurate resolution while adhering to state and company regulations with the use of claim management software.
- Analyzed policy coverage and determined appropriate claims settlements.
- Educated homeowners on their coverages, claims processes, and settlement details.
- Communicated with policyholders, field adjusters, and contractors to evaluate reported claim details as well as gathered documentation to resolve/determine complex coverage.
- Collaborated with policyholders and service providers to facilitate timely resolution of claims.
- Maintained compliance with industry regulations and company policies throughout the adjustment process.
- Balanced competing priorities in a fast-paced environment, ensuring timely completion of all assigned tasks without compromising quality or attention to detail.
- Maintained compliance with industry regulations while ensuring accurate documentation of all claim files.
- Developed strong relationships with policyholders by providing exceptional customer service throughout the claims process.
- Increased client retention rates through empathetic communication and swift resolution of concerns during the adjustment process.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Performed extensive research into policy coverage details for accurate application within each unique case scenario.
Patient Financial Counselor
Children’s Medical Center
Plano, Texas
04.2017 - 07.2018
- Assisted patients in understanding their medical expenses, insurance coverage, and available financial assistance programs.
- Negotiated payment plans with patients to ensure affordability while maintaining hospital revenue.
- Resolved routine to complex patient issues involving coverage, discounts, and treatment costs.
- Processed financial aid applications and guided patients through Medicaid eligibility and hospital charity care programs.
- Facilitated financial counseling sessions to assess patient eligibility for assistance programs.
- Developed comprehensive financial plans tailored to individual patient needs and circumstances.
- Educated patients on insurance benefits, billing processes, and available financial resources.
- Increased patient confidence in the billing process by providing clear explanations of insurance benefits and coverage limitations.
- Enhanced patient satisfaction by effectively explaining financial options and answering billing inquiries.
- Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Educated patients on available financial assistance programs, guiding them through application processes when needed.
- Conducted detailed patient financial assessments to identify suitable payment plans, enhancing hospital's revenue cycle.
- Educated patients on available financial assistance programs, increasing their access to necessary healthcare services.
- Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
- Enhanced patient understanding and reduced financial stress with clear explanations of complex insurance benefits and coverage.
- Improved patient satisfaction by offering comprehensive financial counseling services, ensuring clarity on billing and insurance processes.
Patient Accounts Specialist II
Children’s Medical Center
Dallas, Texas
08.2015 - 04.2017
- Managed professional billing patient accounts resolving billing discrepancies to ensure accurate financial records.
- Investigated and resolved denied or underpaid insurance claims by coordinating with payers as well as internal departments.
- Monitored outstanding balances and followed up on delinquent payer accounts to optimize revenue collection.
- Ensured compliance with Medicare, Medicaid as well as private insurance programs.
- Collaborated with healthcare providers to resolve billing inquiries and discrepancies effectively.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Ensured compliance with industry regulations by diligently reviewing account documentation and transactions.
- Implemented feedback mechanisms, gathering critical insights to drive continuous improvement in service delivery.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Education
Bachelor of Science - Health Information Management
University of Alabama @ Birmingham
Birmingham, ALSkills
- 17yrs Relevant Insurance Experience
- Conflict Resolution and Problem Solving
- Process Improvement and Optimization
- LLM/AI Chatbot Experience
- Customer Relationship Management
- Client Advocacy and Retention Strategies
- Generative AI Familiarity
- Claims and Estimating Systems Knowledge
- Analytical and Detailed Oriented
- Collaborative and Team Oriented
- Strong Organizational and Communication Skills
- Customer Relationship Management Software - Zendesk, Stripe, Spreedly, 360Value-Verisk
- Claims Management Software - XactAnalysis, Xactimate, ISO ClaimsSearch, Vendor Portals
- Microsoft Office Suite/Google Workspace
Certification
- Licensed Property Claims Adjuster August 2018 - January 2020
- Licensed Property and Casualty Producer November 2022 - Present
Timeline
Licensed Customer Experience Specialist
Lemonade Insurance
09.2021 - 10.2025
Catastrophe Claims Desk Adjuster Property
Liberty Mutual
07.2018 - 01.2020
Patient Financial Counselor
Children’s Medical Center
04.2017 - 07.2018
Patient Accounts Specialist II
Children’s Medical Center
08.2015 - 04.2017
Bachelor of Science - Health Information Management
University of Alabama @ Birmingham