Tisa Purcell
Solon,OH
Summary
Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
29
29
years of professional experience
Work History
Team Lead
Medical Mutual
100 American Road Brooklyn, OH 44144
04.2019 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Medical Claims Processor
Medical Mutual
Brooklyn, OH
02.2015 - 04.2019
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Researched and resolved complex medical claims issues to support timely processing.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Managed large volume of medical claims on daily basis.
- Paid or denied medical claims based upon established claims processing criteria.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.
- Responded to correspondence from insurance companies.
Customer Service Representative
Medical Mutual
Brooklyn OH
01.2012 - 02.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Health Design Plus
300 Executive Pkwy Hudson Oh, 44236
03.2010 - 01.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Aetna
4050 Piedmont Pkwy High Point, NC 27265
06.1996 - 04.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Master of Science - Human Resources Management
Cleveland State University
Cleveland, OH12-2025
Bachelor of Arts - Psychology
Cleveland State University
Cleveland, OH05-2023
Associate of Arts - Education
Guilford Technical Community College
Jamestown, NC08-1992
Skills
- Attention to detail
- Critical Decision-making
- Customer relations
- Conflict resolution
- Coaching and mentoring
- Problem resolution
- Customer focus
- Customer service
Timeline
Team Lead
Medical Mutual
04.2019 - Current
Medical Claims Processor
Medical Mutual
02.2015 - 04.2019
Customer Service Representative
Medical Mutual
01.2012 - 02.2015
Customer Service Representative
Health Design Plus
03.2010 - 01.2012
Customer Service Representative
Aetna
06.1996 - 04.2010
Master of Science - Human Resources Management
Cleveland State University
Bachelor of Arts - Psychology
Cleveland State University
Associate of Arts - Education
Guilford Technical Community College