Tyhara Crossgrove
Houston,TX
Summary
Results-driven business owner and operations manager focused on enhancing client retention and satisfaction through exceptional service and strategic marketing initiatives. Proven ability to manage daily operations and finances effectively to support growth and profitability in competitive markets.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Business Owner & Operations Manager
Dollywood Beauty Collection LLC
Houston, TX
07.2017 - Current
- Founded and independently operated a client-focused hairstyling business, managing all day-to-day business operations and customer relationships.
- Managed business finances, pricing, purchasing, and expenses to support profitability and sustainable growth.
- Executed marketing strategies, including social media promotions and word-of-mouth referrals, to attract new clients and enhance client retention.
- Built and maintained a loyal client base through exceptional customer service, professionalism, referrals, and consistent client engagement.
- Coordinated scheduling, appointments, client communications, payments, inventory, and daily administration to ensure smooth business operations.
- Organized business operations and maintained accurate records while effectively managing multiple appointments and client priorities.
- Resolved customer concerns professionally and effectively, using strong communication and problem-solving skills to maintain positive client relationships.
Patient Account Representative
RediClinic
Houston, TX
12.2015 - 07.2017
- Delivered customer service to incoming and current patients, addressing inquiries and resolving issues to enhance patient satisfaction.
- Compiled records and history to establish new patient accounts, ensuring accurate information for streamlined processing.
- Performed and facilitated claims processing with third party payors for coordination of benefits.
- Maintained patient accounting files with detailed notes and logs for efficient submission to third party payors.
- Updated patient's insurance information and initiated account adjustments.
- Provided timely medical record retrieval for physicians, technicians and other medical personnel to facilitate clinic appointment flow.
- Maintained confidentiality of patient records ensuring completeness, and accuracy in compliance with HIPAA regulations.
Benefits Specialist (CONTRACT)
Cigna HealthSpring
Houston, TX
08.2015 - 12.2015
- Educated clients on Medicare eligibility requirements and benefits, enhancing understanding of coverage options.
- Researched and resolved client questions and problems regarding health insurance benefits for Medicare Advantage Plans with an average between 40 to 60 calls daily.
- Assisted with processing claim adjudication, ensuring that eligibility referral/authorizations and payments were appropriate.
- Supported customers during open enrollment, facilitating timely government notifications and improving enrollment experience.
- Verified healthcare information such as effective date of coverage, deductible, and coinsurance/copayment to physician's offices and medical facilities.
- Documented customer interactions and actions taken, ensuring accurate records for future reference and compliance.
- Adhered to all HIPAA regulations, quality guidelines, and company policies.
Call Center Supervisor
iQor/Asurion
Houston, TX
03.2013 - 08.2015
- Managed daily call center operations while ensuring team performance met established customer service, quality, productivity, and sales/claims KPIs.
- Supervised and coached a team of up to 25 customer service representatives supporting insurance and device protection claims.
- Provided ongoing coaching, mentoring, and performance feedback to improve employee engagement, productivity, and customer satisfaction.
- Monitored call metrics, quality assurance scores, attendance, adherence, and individual performance to identify opportunities for improvement.
- Handled complex customer concerns and escalated insurance and claims issues, ensuring timely and professional resolutions.
- Conducted one-on-one coaching sessions and performance reviews, developing action plans that addressed performance gaps and enhanced team effectiveness.
- Collaborated with management and internal departments to resolve operational issues, streamlining processes for improved service delivery.
Education
High School Diploma -
Colony Park Academy
Houston, TX01-2012
Skills
- Sales & Client Retention
- Customer relationship management
- Local Marketing Strategies
- Performance Management
- Team Leadership & Supervision
- Employee development
- Training & Onboarding
- Scheduling & Workforce Coordination
- Appointment Management Systems
- Time management & Organization
- Effective problem-solving
- Conflict resolution skills
- Business management
- Customer Service Expert
Certification
- Commercial Driving License A
- Twic
Timeline
Business Owner & Operations Manager
Dollywood Beauty Collection LLC
07.2017 - Current
Patient Account Representative
RediClinic
12.2015 - 07.2017
Benefits Specialist (CONTRACT)
Cigna HealthSpring
08.2015 - 12.2015
Call Center Supervisor
iQor/Asurion
03.2013 - 08.2015
High School Diploma -
Colony Park Academy