Tishea Glover
Summary
Customer Service Specialist experienced in enhancing customer satisfaction through effective communication and problem resolution. Delivered improved customer experiences by resolving complex issues and maintaining documentation accuracy. Focused on streamlining processes and ensuring timely responses to inquiries.
Overview
15
15
years of professional experience
Work History
Customer Service Advocate
Cigna Healthcare
Columbus, Ohio
06.2023 - Current
- Resolved complex customer issues through effective communication and problem-solving skills.
- Achieved first call resolution while providing exceptional service, contributing to high quality metrics.
- Educated clients on policy details and claims processes, improving customer comprehension and satisfaction.
- Assisted customers with inquiries regarding insurance benefits and coverage options.
- Delivered prompt, friendly service for routine inquiries and complaints, enhancing overall customer experience.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Adhered to all company guidelines when interacting with customers.
- Upheld privacy and security requirements for customer information.
Accountant/Examiner II
Bureau of Workers Compensation
04.2013 - Current
- Reviews all documents for accuracy and completeness. Examines and analyzes transactions for compliance with Treasurer of State procedures. Reviews data uploaded to the computerized general ledger/reconciliation system from other Treasurer of State systems for accuracy and completeness.
- Assessed coverage premiums, examined and processed annual employer payroll reports and true-up reporting, reviewing payroll submissions for accuracy, making necessary adjustments for entity, address, and name changes, and performed financial adjustments by examining accounts and reposting credits for returned or cancelled warrants when appropriate.
- Monitored and established coverage on business accounts for private and public employers to ensure compliance and adequate protection.
- Processed true-up reports and reviewed payroll records for changes in entity, address, and name.
- Reviewed and monitored associates work for completeness and accuracy, assisted in training coworkers on current procedures and processes for the agency.
- Assist customers in service office with inquiries and coverage initiation, reviewing current policies and policy maintenance and financial adjustments when necessary.
Customer Service Rep
Bureau of Workers Compensation
01.2012 - 04.2013
- Assisted employers and customers with inquiries related to coverage, claims, programs, and financial matters, ensuring clarity and understanding.
- Resolved customer complaints and inquiries via telephone and in writing, clarifying claim status and payments to enhance customer satisfaction.
- Provided technical assistance for navigation of ohiobwc.com and facilitated account transactions, improving user experience.
Education
High School Diploma -
Columbus Alternative High School
Medical Billing and Coding Certificate -
Kaplan University
Skills
- Customer Account Management
- Claims Processing
- Insurance coverage
- Policy analysis
- Microsoft Word/Excel
- Efficient Documentation
- Problem Solving
- Problem resolution
- Critical Thinking
- Adaptability
- Flexibility
- Leadership
- Communication skills
Timeline
Customer Service Advocate
Cigna Healthcare
06.2023 - Current
Accountant/Examiner II
Bureau of Workers Compensation
04.2013 - Current
Customer Service Rep
Bureau of Workers Compensation
01.2012 - 04.2013
High School Diploma -
Columbus Alternative High School
Medical Billing and Coding Certificate -
Kaplan University