T'Shumbie Tranell Ford
Prattville,AL
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Sagility Health
11.2024 - 02.2025
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Maintained customer records by updating account information.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Customer Care Representative
Evolent Health
05.2023 - 11.2024
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Educated customers where applicable to alleviate need for future contact.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Loan Counselor
LoanCare, LLC.
08.2021 - 04.2022
- Responsible for helping clients determine if they quality for loan payment assistance based on their financial situation
- Explains loan options best suited for the client along with loan requirements, restrictions, and repayment policies.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Researched investor guidelines and kept up to date on program changes that affected loan processing or origination.
Customer Service Representative: Medical Billing
Aerotek
06.2021 - 08.2021
- Responsible for processing Patient payments for medical services and generating healthcare claims to submit to insurance companies for the purpose of obtaining payment for medical services rendered by providers and provider organizations.
- Collected deposits or payments and arranged for billing.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
Customer Service Representative
V-Tech Solutions
11.2018 - 01.2021
- Responsible for assisting callers in creating and retrieving FSA ID account information, completing and processing the FAFSA Application, and providing general Student Loan information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
ASK Telemarketing
10.2017 - 11.2018
- Interact with customers to handle complaints, process orders, and provide information about an organization's products or services
- Handle and execute customer orders, providing refunds, discounts, and other financial services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Bachelor's - Computer Information Systems
Alabama State University
05.2017
Skills
- Documentation and Reporting
- Customer Relations
- Email Correspondence
- Inbound Customer Service
- Payment Processing
- Training and Development
- Database Research
- Appointment Scheduling
- Order Processing
- Order and Refund Processing
- Product Knowledge
- Understanding Customer Needs
- Customer Retention Strategies
- Transaction Processing
- POS Systems and Ordering Platforms
- Credit Card Payment Processing
- Product and Service Knowledge
- Project Management Abilities
- Remote Office Availability
- Strong Analytical and Problem Solving Skills
- Call Center Operations
- Work Prioritization
- Microsoft Office
- Data entry
- Inbound customer service
Timeline
Customer Care Representative
Sagility Health
11.2024 - 02.2025
Customer Care Representative
Evolent Health
05.2023 - 11.2024
Loan Counselor
LoanCare, LLC.
08.2021 - 04.2022
Customer Service Representative: Medical Billing
Aerotek
06.2021 - 08.2021
Customer Service Representative
V-Tech Solutions
11.2018 - 01.2021
Customer Service Representative
ASK Telemarketing
10.2017 - 11.2018
Bachelor's - Computer Information Systems
Alabama State University
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