TINA WOODS
Lauderhill,United States
Summary
MISSION To secure a career in Management/Customer Service with a reputed organization, which appreciates a professional approach and hard work. To utilize knowledge, various skills, and experience in contribution towards fulfilling the company’s growth objectives. PROFILE Motivated, personable, business professional offering: 25 years of experience providing customer support. Over 10 years in a busy call center environment for telecommunications insurance industry employers and prescriptions. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic: Listens attentively, solves problems creatively, and uses tact and diplomacy to find common ground and achieve win-win outcomes. Demonstrated history of producing accurate, timely reports meeting stringent HMO and insurance guidelines. Flexible and versatile: Able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrives in deadline-driven environments. Excellent team-building skills. Customer Focus: Dedicated to meeting the expectations and requirements of external/internal customers; Talking and acting with customers in mind. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Team Lead
vitaCare Prescription Services
07.2018 - Current
- Handle escalated accounts where patients may have additional questions, concerns or complaints with highest degree of courtesy and professionalism to resolve customer issues within 24 hours
- Work with Customer Service Manager and Leadership to assist with additional projects when needed
- Maintain and keep up with Accuracy Reports as well as UNMET Needs Matrix
- Assist Team members when needed with auto refills, reships customer service emails
- Work close with Partner Support, Pharmacists, Leadership, Team Leads, Other Senior Customer Care Advocates, Customer Care advocates anyone within VPS to assist with any issue or project one may have
- Investigate fraudulent accounts
- Coach Team members when errors are made to prevent repeated errors
- Problem Solving/ Analysis
- Supervise Escalations Team with emails, chats, refills and reships to make sure accounts are handled correctly in timely manner
- Review calls to make sure proper procedures are being followed
- Follow all applicable government regulations, including HIPAA
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
- Worked different stations to provide optimal coverage and meet production goals
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Managed schedules, accepted time off requests and found coverage for short shifts
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Built strong relationships with customers through positive attitude and attentive response
- Supervised team members to confirm compliance with set procedures and quality requirements
Customer Support Specialist/ Billing Assistant/Collections
Flex Shopper
04.2017 - 01.2018
- Ensure all clients remain informed on their outstanding debts and deadlines
- Handled customer questions, complaints, with highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Manages status of accounts and balances and identify inconsistencies
- Update accounts receivable database with new accounts or missed payments
- Managed over 75 calls per day
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
Brand Care Specialist/Trainer & Floor Support Assistant
Global Response
01.2016 - 04.2017
- Maintained high level of customer satisfaction through interactions via phone and email
- Consistently obtained established performance goals and metrics
- Handled high volume outbound & inbound phone calls
- Worked closely with other members of management to promote teamwork and efficiency.
Customer Service/Appointment Setter
Your Home Health Advantage
01.2014 - 01.2015
- Demonstrated ability to schedule appointments effectively while coordinating multiple schedules
- Made proficient telephone calls in order to secure appointments for doctor’s meetings with potential clients
- Maintained records of all telemarketing activities including calls and follow ups
- Identified clients’ needs and scheduled appointments making sure all concerns were addressed prior to appointment date.
- Managed over 75 calls per day with average of 35 appointments
- Acted as first point of contact and set appointments for prospective clients
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments
Collections Representative
United Collection Bureau
01.2014 - 01.2015
- Quickly assessed customer's needs and then recommended best payment options before accounts were charged off to third-party collection agency
- Used customer service skills to diffuse irate customers
- Exceeded collection goals consistently for 12 consecutive quarters
- Recognized as “#1 Collections Rep” (out of 20 reps in division) 2 yrs straight
- Ranking was based on accuracy, customer service, and collections
- Quality Control monitored phone calls by agents to make sure proper procedures were being followed.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Negotiated to collect balance in full
- Achieved performance goals on consistent basis
- Worked in call center environment handling manual and automatically dialed outbound calls
- Processed payments and applied to customer balances
- Resolved challenging situations with friendly but firm strategies
Store Manager
Crown Wine & Spirit
01.2011 - 01.2014
- Demonstrated remarkable ability to supervise others by assigning/directing work; conducted employee evaluations, staff training and development, took appropriate disciplinary/corrective actions, made hiring/termination recommendations, handled payroll
- Interacted with people in manner which showed sensitivity, tact, and professionalism
- Showed strong ability to speak clearly, concisely and effectively; listened to, and understood information and ideas as presented verbally
- Maintained inventory; tracked receipts, sent and delivered materials.
- Managed over 50 customers per day
- Increased sales by 10%
- Managed inventory control, cash control, and store opening and closing procedures
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Rotated merchandise and displays to feature new products and promotions
- Completed point of sale opening and closing procedures
- Supervised guests at front counter, answering questions regarding products
Deputy Sheriff Corrections Officer
Broward Sheriff’s Office, Corrections
01.1997 - 01.2011
- Oversaw and maintain care for custody and control/ Monitored activities of inmates and detainees
- Performed security observation duties and responded to emergencies
- Managed paperwork and maintained electronic records and reports
- Supervised offenders while commuting them from one facility to another.
Education
Certified Correctional Officer Training Certificate/Commission on Criminal Justice Standards - undefined
Broward Community College
Ft. Lauderdale, FL1998
Skills
- Report Preparation
- Written Correspondence
- General Office Skills
- Quality Assurance
- Collections
- Escalations
- Billing
- Exceptional Problem Solver
- Computer Savvy
- Customer Service
- Scheduling
- Marketing & Sales
- Payroll Reporting
- Recruiting and Hiring Personnel
- Achieving Performance Goals
- Professional Presentations
- Troubleshooting
- Management
- Registered Pharmacy Tech
- Strong leadership and Team
- Management abilities
- Job Assignments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Timeline
Team Lead
vitaCare Prescription Services
07.2018 - Current
Customer Support Specialist/ Billing Assistant/Collections
Flex Shopper
04.2017 - 01.2018
Brand Care Specialist/Trainer & Floor Support Assistant
Global Response
01.2016 - 04.2017
Customer Service/Appointment Setter
Your Home Health Advantage
01.2014 - 01.2015
Collections Representative
United Collection Bureau
01.2014 - 01.2015
Store Manager
Crown Wine & Spirit
01.2011 - 01.2014
Deputy Sheriff Corrections Officer
Broward Sheriff’s Office, Corrections
01.1997 - 01.2011
Certified Correctional Officer Training Certificate/Commission on Criminal Justice Standards - undefined
Broward Community College
Similar Profiles
Dachel HuffmanDachel Huffman
Customer Care Advocate II at VitaCare Prescription ServicesCustomer Care Advocate II at VitaCare Prescription Services
Rhea SalomeRhea Salome
Customer Service Representative (Remote) at vitaCare Prescription ServicesCustomer Service Representative (Remote) at vitaCare Prescription Services
Vanessa Johnson HenryVanessa Johnson Henry
Team Lead at VitaCare Prescription Services From GoodRXTeam Lead at VitaCare Prescription Services From GoodRX
Rosalie FuentesRosalie Fuentes
Data Entry Specialist at VitaCare Prescription Services / GoodRxData Entry Specialist at VitaCare Prescription Services / GoodRx
BEVERLY VOLCYBEVERLY VOLCY
Attendant at Seminole Hard Rock Hotel & Casino - Hollywood, FLAttendant at Seminole Hard Rock Hotel & Casino - Hollywood, FL