Tyana Brownlee
Dania Beach
Summary
Experienced Customer Service Representative with 6 years of solid experience actively seeking a new role. Proficient in effectively handling customer inquiries, resolving issues, and consistently delivering exceptional service. Demonstrated success in insurance, technical support, and retail environments, consistently ensuring high levels of customer satisfaction. Strong communication skills, problem-solving abilities, and a knack for explaining policies. Eager to contribute to team success and make a positive impact.
Overview
7
7
years of professional experience
Work History
Benefits Specialist
Department of Children and Family Services
05.2024 - Current
- Resolved issues and inquiries about client cases participants regarding food and medical benefits through telephone, email, and in-person interactions.
- Explained benefits to participants in easy to understand terms in order to educate them.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Educated clients on current benefit offerings and policies addressing questions & concerns .
- Determined eligibility, Manage caseload
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Received and reviewed incoming documents and materials.
- Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
- Provided outstanding customer service by promptly addressing inquiries and resolving issues.
- Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.
- Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
- Reduced errors with meticulous attention to detail and thorough review of documentation.
- Developed expertise in various processing systems for increased efficiency and accuracy.
- Contributed to the achievement of department goals through consistent high-quality work.
- Utilized strong analytical skills to identify potential risks or discrepancies within processed documents quickly.
- Managed multiple priorities simultaneously, maintaining organization even during peak periods.
CSR Prior Authorization Specialist
Cigna Evernorth Inc
03.2023 - 03.2024
- Ensured clear communication of coverage to pharmacies and healthcare providers.
- Handled Pharmacy claim rejections, ensuring swift resolution.
- Verified patient insurance details, confirming eligibility and benefits, and communicated authorization decisions to providers
Nations Benefits
11.2022 - 03.2023
- Provided comprehensive support to members by addressing inquiries related to benefits and insurance, ensuring issues were resolved promptly and accurately
- Communicated effectively with members through outbound calls to facilitate benefits changes, clarify plan details, and foster understanding of available options
- Executed administrative tasks such as processing replacement card requests, handling refund procedures, and maintaining up-to-date member profiles
Patient Care Resource Assistant/Transporter
Tallahassee Memorial Hospital
10.2021 - 04.2022
- Safely transported patients using various methods, ensuring careful handling of sensitive medical equipment such as IV pumps, oxygen tanks, and catheters
- Maintained high standards of professionalism and comfort for patients while strictly following safety measures.
- Administered first aid and CPR as needed in emergency situations, upholding the hospital's standards for patient care during critical moments
Customer Service Rep
Broadpath Healthcare Solutions
01.2021 - 10.2021
- Delivered comprehensive information on insurance policies and products to customers, ensuring clarity and understanding during service calls
- Addressed and resolved customer complaints, providing high-quality service and support
- Facilitated customer engagement with sales agents for policy initiation and upgrades by accurately assessing needs and making informed recommendations
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Rep (Call Center)
Apple
01.2020 - 12.2020
- Resolved technical issues for iOS products, providing immediate solutions and elevating customer satisfaction
- Addressed and settled an average of 25 daily customer inquiries and complaints with a focus on empathy and efficiency
- Administered customer service and administrative responsibilities to expedite issue resolution and enhance service quality
Print Advisor/Customer Service/Cashier
Office Depot
10.2018 - 01.2020
- Delivered exceptional customer service by promptly addressing inquiries and effectively resolving disputes, ensuring a positive store experience
- Assisted with document design and production, including invitations, spreadsheets, and business cards, leveraging training in Microsoft Word and Xerox printer/scanner equipment
- Managed point-of-sale transactions with proficiency, promoting store credit offerings and executing checkout procedures with accuracy
Education
Associates Degree - Human Resources
Broward Community College
FloridaHigh School Diploma -
Fort Lauderdale/Hallandale High
Florida08.2018
Skills
- Communication
- Problem Solving
- Teamwork
- Active Listening
- Empathy
- Adaptability
- Attention to Detail
- Critical Thinking
- Leadership
- Punctuality
- People Skills
- Computer Skills
- Positivity
- Verbal and written communication
- Healthcare benefits
- Benefits explanation
- Written and oral communication
- Relationship building
- Policy interpretation
- Benefits administration
- Documentation and reporting
- Proficient in software
- Teamwork and collaboration
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Microsoft Excel proficiency
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Training and development
- Professionalism
- Written communication
- Conflict management
Timeline
Benefits Specialist
Department of Children and Family Services
05.2024 - Current
CSR Prior Authorization Specialist
Cigna Evernorth Inc
03.2023 - 03.2024
Nations Benefits
11.2022 - 03.2023
Patient Care Resource Assistant/Transporter
Tallahassee Memorial Hospital
10.2021 - 04.2022
Customer Service Rep
Broadpath Healthcare Solutions
01.2021 - 10.2021
Customer Service Rep (Call Center)
Apple
01.2020 - 12.2020
Print Advisor/Customer Service/Cashier
Office Depot
10.2018 - 01.2020
High School Diploma -
Fort Lauderdale/Hallandale High
Associates Degree - Human Resources
Broward Community College
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