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
Product Knowledge
Computer Skills
Adaptability
Technical Proficiency
Remote Call Center
Customer Service
Conflict Resolution
Call Documentation
Live Chat Messaging
Empathy
Security Awareness
Patient Registration
Inbound Calls
Time Management
Multitasking
Written Skills
Patience
Active Listening
Patient Scheduling
Patient Care
Communication Skills
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