Tiwana Blair
Dallas,Texas
Summary
Dynamic customer service professional with extensive experience at UnitedHealthcare, adept at conflict resolution and enhancing customer satisfaction. Proven ability to manage high-stress situations with empathy, leading to increased loyalty. Proficient in payment processing and data entry, consistently delivering superior service and fostering positive relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
10.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Front Office Coordinator
Medical City Dallas Hospital
10.2016 - 06.2019
- Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
- Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
- Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
- Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
- Managed inventory of office supplies, ensuring adequate stock levels were maintained for efficient daily operations.
- Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
- Enhanced patient experience by managing front office operations efficiently and professionally.
- Participated in staff meetings and training sessions to stay current on industry best practices and improve overall performance.
- Conducted insurance verification tasks accurately, ensuring proper coverage and minimizing billing errors.
- Aided colleagues, managers, and customers through regular communication and assistance.
Education
ASSOCIATE DEGREE IN SCIENCE - Liberal Science
06.2014
Certification - Medical Assisting
05.2006
Graduated with Honors 4.0
Deans List
NRCMA
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Paperwork processing
- Appointment scheduling
- Data collection
- Clerical support
- Live chat support
- Filing
- Customer education
- Multi-line phone talent
- Coordination
Timeline
Customer Service Representative - UnitedHealthcare
10.2024 - Current
Front Office Coordinator - Medical City Dallas Hospital
10.2016 - 06.2019
El Centro College - ASSOCIATE DEGREE IN SCIENCE, Liberal Science
Remington College - Certification , Medical Assisting
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