Tyhia Washington
Monroe,NC
Summary
Remote-Ready Customer Solutions and Healthcare Support Specialist with 4+ years of experience across remote customer service, healthcare compliance, sales retention, and logistics operations. Proven ability to work independently in fully remote, HIPAA-compliant environments, handling sensitive information with accuracy and discretion. Trusted by leadership with increased responsibility and advancement opportunities due to reliability, strong performance, and consistent adherence to compliance standards. Proficient in Salesforce CRM, Oracle SCM Cloud, and secure virtual systems while consistently exceeding performance metrics.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
Centene
08.2025 - Current
- Resolved customer inquiries regarding healthcare benefits and services efficiently.
- Coordinated with healthcare providers to ensure accurate information dissemination.
- Managed complex escalations, providing effective solutions to enhance customer satisfaction.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Residential Sales Retention
Charter Communications
03.2025 - Current
- Provide high-volume inbound and outbound customer service with a focus on retention and sales across residential accounts.
- Use persuasive communication techniques to retain customers considering cancellation by offering customized solutions and product bundles.
- Educate customers about service features, benefits, and promotions to encourage upgrades and reduce churn.
- Consistently meet or exceed performance metrics including customer satisfaction (CSAT), sales conversion, and call quality.
- Resolve billing disputes and service issues efficiently while identifying opportunities to enhance the customer experience.
- Utilize Salesforce CRM and internal billing systems to document customer interactions and track service resolutions.
- Collaborate with cross-functional teams to troubleshoot service disruptions and follow up to ensure resolution satisfaction.
- Navigate multiple systems simultaneously while maintaining professionalism and delivering seamless customer support.
Logistics Coordinator Freight / Supply Chain Supervisor
Joss & Main/Wayfair
12.2020 - 01.2025
- Delivered remote customer service through phone, email, and live chat, providing seamless support to nationwide customers.
- Resolved complex order inquiries, delivery issues, and product concerns while maintaining a high CSAT rating and adhering to service-level agreements.
- Assisted customers with returns, replacements, and product knowledge, ensuring a positive post-purchase experience.
- Utilized Salesforce CRM and Oracle SCM Cloud to manage cases, track deliveries, and document customer interactions with accuracy.
- Collaborated with cross-functional teams including logistics, warehouse, and vendor partners to resolve escalated issues quickly and efficiently.
- Supported delivery drivers remotely by scheduling and optimizing delivery routes, reducing delays, and improving fulfillment performance.
- Handled high-volume inbound inquiries while multitasking across multiple systems, demonstrating adaptability and strong problem-solving skills in a remote environment.
- Consistently achieved performance goals in customer satisfaction, response time, and resolution efficiency.
Customer Help Desk Associate
Walmart
02.2020 - 10.2020
- Delivered exceptional customer service by resolving inquiries efficiently via in-store and remote communication tools.
- Maintained accurate transaction records and balanced cash drawers.
- Helped customers with product knowledge and resolved complaints to ensure satisfaction.
Education
Associate of Applied Science - Health Information Technology
South Piedmont Community College
Indian Trail, NC08-2026
High School Diploma -
Monroe High School
Monroe North Carolina06-2020
Skills
- Logistics & Transportation Coordination
- Data Entry & Order Management
- Route Optimization
- Supply Chain Operations
- Customer Service & Issue Resolution (Phone, Email, Chat)
- Salesforce & Oracle SCM Cloud
- Reporting & Performance Metrics
- Problem-Solving & Critical Thinking
- Cross-Functional Team Collaboration
- Remote & In-Office Work Efficiency & Communication
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
Education
Associate of Applied Science – Information Technology
South Piedmont Community College, Indian Trail, NC
Expected August 2025
High School Diploma
Monroe High School, Monroe, NC
Honors Graduate – June 2020
Timeline
Healthcare Customer Service Representative
Centene
08.2025 - Current
Residential Sales Retention
Charter Communications
03.2025 - Current
Logistics Coordinator Freight / Supply Chain Supervisor
Joss & Main/Wayfair
12.2020 - 01.2025
Customer Help Desk Associate
Walmart
02.2020 - 10.2020
High School Diploma -
Monroe High School
Associate of Applied Science - Health Information Technology
South Piedmont Community College