Tina Hampton
Rio Linda,United States
Summary
Dedicated customer service professional with over 7 years of experience in diverse roles across financial services and healthcare. Proven ability to handle complex transactions, manage customer accounts, and ensure compliance with regulations like HIPAA. Recognized for improving customer support response times and providing exceptional care to clients. With strong communication and problem-solving skills, equipped to enhance customer satisfaction and drive results for any organization.
Overview
37
37
years of professional experience
Work History
Customer Experience Specialist
Wells Fargo Bank
Phoenix, Arizona, United States
01.2022 - 02.2026
- Orchestrated inbound customer service interactions, assisting clients with accounts and conducting thorough investigations for lost or stolen cards.
- Facilitated the reissuance of cards and successfully managed balance transfers at advantageous rates.
- Verified account holder information, managing card status and ensuring transaction accuracy for customers.
- Resolved disputes regarding erroneous charges and transactions to safeguard cardholder interests.
- Processed monthly credit card payments efficiently over the phone.
- Demonstrated expertise in handling complex transactions with precision.
- Identified fraudulent and high-risk accounts and implemented appropriate measures to avert losses.
- Collaborated effectively within a team to fulfill customer needs.
- Delivered superior customer service consistently.
Community Intake Specialist
Cobar House Inc.
San Diego
02.2014 - 09.2022
- Engaged in communication with judges and probation personnel regarding clients’ progress in rehabilitation programs.
- Completed intake documents and other necessary paperwork to ensure successful program completion.
Customer Service Representative II
Centene INC
Sacramento
04.2020 - 01.2022
- Adhered to HIPAA regulations and guidelines meticulously.
- Assisted members in navigating prescription drug plans with expertise.
- Provided support to healthcare providers regarding medical health plans.
- Collaborated with commercial organizations to facilitate medical health plan inquiries.
Front Desk Clerk
Sky Park Gardens Hospital
Sacramento
02.2019 - 03.2020
- Managed daily processing of photos and badges within the Kronos and Workday systems.
- Oversaw the processing of expired badges in Kronos and Workday systems.
- Suspended badges and building access in cases of employment termination.
- Communicated with the HR department to verify and issue new badges and access rights before granting entry into the building.
Customer Service Representative
Gainwell
Sacramento
05.2017 - 12.2018
- Served as a customer service representative for the State of California Medical Program.
- Handled over 200 calls daily, providing clients with crucial information regarding medical benefits.
- Clarified the status of benefits, whether active or inactive, while delivering exceptional customer service.
- Documented each call thoroughly in the CRM call system.
Customer Service Representative II
C3 Customer Contact Channels
Las Vegas
11.2016 - 05.2017
- Assisted members of United Healthcare with prescription drug coverage inquiries.
- Processed healthcare payments efficiently and accurately.
- Verified healthcare eligibility for clients with precision.
- Managed the processing of medical claims diligently, ensuring compliance with regulations.
- Demonstrated proficiency in Microsoft Outlook and familiarity with Kronos/Workday systems.
Patient Care Technician
Creekside Convalescent Hospital
Santa Rosa
02.2002 - 08.2002
- Provided compassionate care as a caregiver, assisting patients with personal grooming and daily activities.
- Checked vital signs and monitored call lights to ensure timely assistance.
- Alerted nursing staff of any emergencies that arose during patient care.
- Administered CPR in emergency situations when necessary.
Security Officer
Guardsmark Security Guard
San Diego
02.1989 - 10.1989
- Enforced facility rules and protected the perimeter of the building and parking lot.
- Monitored CCTV video surveillance to ensure safety.
- Verified access badges for entry into the building.
Education
DIPLOMA - Business Ethics
Lincoln Preparatory High School
San Diego, United States09-1991
Associate's degree - Business Ethics
San Diego City College
San Diego, California, United States06-1991
Skills
- Call center
- AI
- Financial analysis
- Databases
- Phone call management
- Hospital experience
- Kronos
- Microsoft SQL Server
- SMS customer support
- GPS
- Retail sales
- Crisis management
- Microsoft Excel
- Math
- HR department experience
- Sales
- Project management software
- Productivity software
- Cash management
- Problem management
- Data entry
- Customer support experience within e-commerce industry
- Technical support
- IOS
- Time management
- Payroll
- Microsoft Outlook
- Data collection
- Intake
- Product management
- Financial management
- Microsoft Word
- Public relations
- Customer support experience (3-5 years)
- Customer support experience within government industry
- Microsoft Teams
- Freshdesk
- Customer support experience within healthcare industry
- Cash handling
- Salesforce
- Typing
- Telecommunication
- Section 8
- Order entry
- 10 key typing
- Zoom
- Budgeting
- Outside sales
- Account management
- Computer networking
- Financial data reconciliation
- POS
- Live chat
- Computer literacy
- Word processing
- Proofreading
- Research
- Utilization review
- Phone customer support
- Individual consumer customer service
- Billing issue inquiries
- Senior care
- Office management
- ServiceNow
- Workday
- Computer skills
- Windows
- Medical terminology
- Microsoft Powerpoint
- Clerical experience
- CRM software
- Customer issue escalation
- Loan processing
- Financial services
- Adobe Acrobat
- Front desk
- Customer relationship management
- Customer support specialist experience
- Medical office experience
- Government agency customer support
- Managing teams in a customer support role - Largest customer support team managed (1-5 team members)
- Order inquiry handling
- Call center experience
- Android
- Banking
- Quality assurance
- Client services
- Fraud prevention and detection
- Phone etiquette
- Technical support representative experience
- Account development
- Google Workspace
- English
- Customer support experience within hospitality industry
- Casino
- Marketing
- QuickBooks
- Medical records
- Relationship management
- Managing customer accounts
- Call center agent experience
- Spanish
- Fair Housing regulations
- Office experience
- Information security
- HP Service Manager
- Home health
- LAN
- Customer service through social media
- In-person customer service
- Interviewing
- CMMS
- C#
- Medical Billing
- Analysis skills
- HIPAA
- Medicare
- Filing
- Documentation review
- First aid
- Email customer support
- Accounts receivable
- Microsoft Access
- Acute care
- Home & community care
- Google Suite
- Database management
- Google Docs
- Customer service
- Epic
- Improving customer support response time - Customer support response time improved (6-10%)
- Patient observation
- Software troubleshooting
- Xero
- GMP
- Grammar Experience
- Customer support experience within finance industry
- Zendesk Sell
- PTSD Care
- Caregiving
- EDI
- Report writing
- Technical Proficiency
- Care plans
- Microsoft Office
- Team management
- Communication skills
- Organizational skills
- Leadership
- Writing skills
- Multi-line phone talent
- Teamwork and collaboration
- Understanding customer needs
- Complaint resolution
- Billing adjustments and refunds
- De-escalation techniques
- Following scripts
- Problem resolution
- Customer relations
- LiveChat messaging
- Salesforce CRM
- Microsoft office
- Customer relationship management (CRM)
- Customer account management
- Order and refund processing
- Order fulfillment
- Calm under pressure
- Professional telephone demeanor
- Call documentation
- Call metrics
- Inbound call management
- Needs assessment
LANGUAGES
English - Bilingual
Spanish - Bilingual
Timeline
Customer Experience Specialist
Wells Fargo Bank
01.2022 - 02.2026
Customer Service Representative II
Centene INC
04.2020 - 01.2022
Front Desk Clerk
Sky Park Gardens Hospital
02.2019 - 03.2020
Customer Service Representative
Gainwell
05.2017 - 12.2018
Customer Service Representative II
C3 Customer Contact Channels
11.2016 - 05.2017
Community Intake Specialist
Cobar House Inc.
02.2014 - 09.2022
Patient Care Technician
Creekside Convalescent Hospital
02.2002 - 08.2002
Security Officer
Guardsmark Security Guard
02.1989 - 10.1989
Associate's degree - Business Ethics
San Diego City College
DIPLOMA - Business Ethics
Lincoln Preparatory High School