Tirshatha Rackley
Austin,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Charter Communications
02.2020 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Medicaid Eligibility Specialist
Superior Health Plan Inc
07.2017 - 02.2020
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
- Assisted in the development of internal policies and procedures related to Medicaid eligibility processes, contributing valuable insights from hands-on experience.
Customer Relations Representative
Sears
05.2014 - 06.2017
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
Education
Associate of Arts -
Austin Community College
Austin, TX06.2019
High School Diploma -
John B Connally High School
Austin, TX05.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Quality Control
- Customer Education
- Program knowledge
- Telephone Etiquette
- Proficiency in Microsoft Excel, Windows etc
Accomplishments
Employee of the month
Timeline
Customer Service Representative
Charter Communications
02.2020 - 04.2024
Medicaid Eligibility Specialist
Superior Health Plan Inc
07.2017 - 02.2020
Customer Relations Representative
Sears
05.2014 - 06.2017
Associate of Arts -
Austin Community College
High School Diploma -
John B Connally High School
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