Toccara Daniels
Warner Robins,GA
Summary
Proven expert in enhancing customer satisfaction and driving sales growth, leveraging technical product knowledge and professional customer service aptitude from roles at Foundever and Houston Healthcare. Excelled in conflict resolution and multitasking, achieving higher retention rates. Demonstrated critical thinking and effective communication, leading to strategic improvements and operational efficiencies.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Consumer Tax Group Product Expert (Seasonal)
Foundever
Remote (GA)
03.2024 - 04.2024
- Solved complex situations by navigating computer/data system tools
- Supported worldwide sales, customer & technical support for the entire suite of Intuit's Turbo Tax products.
- Enhanced product usability by identifying and addressing customer needs through extensive research.
- Boosted sales growth by proactively identifying opportunities for upselling and cross-selling within existing accounts.
- Increased customer satisfaction with innovative solutions to complex product issues with real time interactions by demonstrating effective verbal communication, leading to higher retention rates.
- Established strong relationships with clients, providing prompt support and guidance on any product-related concerns or inquiries.
Sabbatical
Further Education
01.2023 - 05.2023
- Pursued Bachelor of Science studies during career break to enhance skills and knowledge in business administration.
Customer Service Representative
Houston Healthcare
Remote
02.2022 - 01.2023
- Worked with insurance carriers to obtain authorization approvals for medications, supplies and equipment.
- Communicated with patients and family members to assist with information, provide literature and direct to community resources.
- Completed weekly scheduling and monthly department reports for case managers.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Accurately completed insurance and medicaid billing and OASIS documentation for patient visits.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
Supervisory Administrative Specialist
United States Navy, USN
Armed Forces, USA
07.2001 - 10.2021
- Safeguarded sensitive information through diligent maintenance of confidential records storage systems in compliance with legal regulations.
- Facilitated timely resolution of customer inquiries by streamlining communication channels between 3 departments.
- Streamlined administrative processes by implementing efficient filing systems and workflow procedures.
- Reduced operational costs by identifying inefficiencies and recommending strategic improvements.
- Enhanced team productivity with over 50 thorough training sessions on company policies and best practices.
Education
Bachelor of Science - Business Administration
Columbia College
Columbia05.2023
Associate of Arts - General Studies
Central Texas College
Killeen, TX05.2013
Skills
- Technical Product Knowledge
- Critical Thinking
- Conflict Resolution
- Active Listening
- Questioning and Deductive Reasoning Skills
- Multitask
- Computer/data systems
- Salesforce
- Professional Customer Service Aptitude
- Effective Verbal and Written skills
- Upbeat /Positive Personality
- Outcome Planning
Affiliations
- United States Veteran
Certification
Lean Six Sigma Yellow Belt
Timeline
Consumer Tax Group Product Expert (Seasonal)
Foundever
03.2024 - 04.2024
Sabbatical
Further Education
01.2023 - 05.2023
Customer Service Representative
Houston Healthcare
02.2022 - 01.2023
Supervisory Administrative Specialist
United States Navy, USN
07.2001 - 10.2021
Bachelor of Science - Business Administration
Columbia College
Associate of Arts - General Studies
Central Texas College