Tilisa Wright
Louise
Joliet,IL
Summary
Highly motivated, customer focused and detail-oriented with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy. Expands experience by learning new techniques and systems. Assists clients by offering ideas to channel increased productivity and customer satisfaction.
Overview
5
5
years of professional experience
10
10
years of post-secondary education
Work History
CUSTOMER SUPPORT
ARISE WORK FROM HOME
Remote, Illinois
4 2022 - 12.2023
- Answered inbound calls in remote healthcare setting. Gathered demographics, health history and insurance information for registration and scheduling in appropriate database. Answered inbound level 1 technical support calls i.e., assisting with maneuvering client's website, password resets, self-scheduling for Behavioral Health appointments. Updated health history, re-routed scripts, escalated issues with medications to nursing queue, escalated provider issues to Customer Service Manager queue. Transferred calls, created JIRA tickets to escalate technical issues or payment issues
- Trained in handling crisis calls
- Occasionally performing outbound calls
- Worked in chat capacity
- Worked as customer support for other client programs (Intuit ProSeries, Dynegy, ModivCare)
CUSTOMER SERVICE MANAGER
FILTRATION GROUP INC
Joliet, Illinois
06.1996 - 07.2001
- Oversaw staffed customer service representatives
- Provided oversight on order entry to staff that were taking high-volume calls daily
- Evaluated and counseled staff on work priorities/ethics, trained staff on current and new post procedures, created work schedules, approved required overtime and payroll, as well as handled any escalated calls
- Assisted with order entry during peak seasons reviewing processes used to become more efficient.
Education
Some College (No Degree) -
Lewis University
Romeoville, IL 08.1989 - 08.1993
Some College (No Degree) -
Benedictine University
Lisle, IL 08.1987 - 08.1989
High School Diploma -
ROMEOVILLE HIGH SCHOOL
Romeoville, IL 05.1983 - 05.1987
Skills
Call Metrics
Computer Systems Proficiency
- Salesforce (Scheduling-Call Documentation Software)
- Finesse (Phone System)
- Global Protect VPN
- Zoom
- Google Workspaces
- What Fix (Step by Step Guide to assist in Salesforce)
- Verint (Quality Assurance Software)
- PingiD
- JIRA Ticket System (Ticket Escalation Software)
- Slack (Internal Chat Platform)
- Amazon Connect (Phone System)
- Microsoft Office (Word, Beginner Excel, and Outlook)
- Workday (Employment Training Database)
- Athena (Patient Level Website)
Activities
Avid reader but find enjoyment in bowling, playing miniature golf, and window shopping. A favorite past time is attending the after-school activities.
Timeline
CUSTOMER SERVICE MANAGER
FILTRATION GROUP INC
06.1996 - 07.2001
Some College (No Degree) -
Lewis University
08.1989 - 08.1993
Some College (No Degree) -
Benedictine University
08.1987 - 08.1989
High School Diploma -
ROMEOVILLE HIGH SCHOOL
05.1983 - 05.1987
CUSTOMER SUPPORT
ARISE WORK FROM HOME
4 2022 - 12.2023
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