Towanna Britt-Tims
Spartanburg,SC
Overview
5
5
years of professional experience
Work History
CSR, United Healthcare Telesales
Sitel Group
09.2022 - 12.2022
- Recorded contact information of customers and potential customers in internal database.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Overcame objections using friendly, persuasive strategies.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Answered questions about company offerings with knowledgeable responses about products and services.
Senior Customer Service Agent
Iqor
09.2019 - 05.2020
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
Joule' Inc/Secova
05.2015 - 05.2016
- Call Center, Billing, COBRA, Eligibility Management, Leave of Absence, Retiree Admin, FSA/HSA, ACA Management Requesting, Collecting, Auditing, and Maintaining:
- Eligibility verification documentation from newly enrolled dependents
- Recertification verification documentation on a regular basis
- Secure online access to Secova's Dependent Eligibility Management System to view and manage documentation
- Compliance consulting support for benefit administrators
Cashier Customer Service
Joule' Inc/Brookdale Community College
08.2014 - 09.2015
- Entered data into the Bookstore Accounting system, including payments, account information, and Student Account logs
- Resolved customer complaints and maintained clean and tidy checkout area.
- Verified deactivation and removal of Electronic Article Surveillance Tags from products at point of sale.
- Used POS system to enter orders, process payments and issue receipts.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
Outbound Telemarketer
Joule' Inc/ Metromedia Energy
01.2014 - 03.2014
- Kept track of customers and potential customers' contact information
- Used scripted sales strategies to speak with customers who were reached through manual dialing and automated systems
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
Customer Service Representative
Joule' Inc/Secova
08.2013 - 12.2013
- Call Center, Billing, COBRA, Eligibility Management, Leave of Absence, Retiree Admin, FSA/HSA, ACA Management Requesting
- Eligibility verification documentation from newly enrolled dependents
- Recertification verification documentation on a regular basis
- Secure online access to Secova's Dependent Eligibility Management System to view and manage documentation
- Compliance consulting support for benefit administrators
- Explained benefits to plan participants in easy-to-understand terms in order to educate each on available options.
- Observed strict procedures to maintain data and plan participant confidentiality.
Census Take
Census Bureau
06.2010 - 08.2010
- Identify myself and help individuals complete a census form as well as assist residents by reading forms and answering questions about the census
- Verify household addresses and ensure that all maps and address lists are correct when discrepancies are encountered, they are then updated
- Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
- Met with supervisor to review procedures, report issues or concerns and receive instructions.
- Performed field staff duties critical to completing accurate count in hard-to-reach communities.
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
Account Manager
Vonage
10.2006 - 10.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Work closely with all departments to resolve customer issues (service/ technical issues, billing, credit/adjustments, cancellation requests Identify reasons for customer dissatisfaction and/or discontinuance requests in a timely manner and meet all assist in meeting companywide initiatives in retaining customers
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
No Degree - Administrative Assistant
Stuart Business School
Wall Township, NJNo Degree - Nursing Unit Secretary
Brookdale Learning Center
West Long Branch, NJNo Degree - Covid-19 Contact Tracing -Certificate
Johns Hopkins University
Baltimore, MDNo Degree - Covid -19 Contact Tracers - Certificate
ASTHO And NCSD Certificate
Skills
- Client Needs Analysis
- Policy Feature Explanations
- Upselling Products and Services
- Insurance Industry Knowledge
- Termination Documentation
- Equal Employment Opportunity (EEO)
- Employee Orientation
- Talent Acquisition
- Employee Hiring
- Verbal and Written Communication
- Payroll Assistance
- Clerical Oversight
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
CSR, United Healthcare Telesales
Sitel Group
09.2022 - 12.2022
Senior Customer Service Agent
Iqor
09.2019 - 05.2020
Customer Service Representative
Joule' Inc/Secova
05.2015 - 05.2016
Cashier Customer Service
Joule' Inc/Brookdale Community College
08.2014 - 09.2015
Outbound Telemarketer
Joule' Inc/ Metromedia Energy
01.2014 - 03.2014
Customer Service Representative
Joule' Inc/Secova
08.2013 - 12.2013
Census Take
Census Bureau
06.2010 - 08.2010
Account Manager
Vonage
10.2006 - 10.2007
No Degree - Administrative Assistant
Stuart Business School
No Degree - Nursing Unit Secretary
Brookdale Learning Center
No Degree - Covid-19 Contact Tracing -Certificate
Johns Hopkins University
No Degree - Covid -19 Contact Tracers - Certificate
ASTHO And NCSD Certificate
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