Tyjuanna Wells
Dayton
Summary
Driven professional with a proven track record at Caresource, excelling in client advocacy and conflict resolution. Demonstrated ability to empower and support members through crisis intervention techniques and comprehensive knowledge of community resources. Skilled in mentoring new hires, enhancing team efficiency, and fostering cultural competency. Achieved significant improvements in customer satisfaction and engagement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Service Advocate
Caresource
10.2016 - Current
- Assist 100's of members a month with benefits by locating providers, obtain durable medical equipment as needed, file appeals and initiate organization determinations for services.
- Empower members with knowledge and plan benefit information.
- Assist in locating community resources to support members needs.
- Resolve member complaints with empathy and engage with members to determine the best course of action.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provide coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contribute to improvements by sharing best practices with team and management.
Support Group Facilitator
Companions on a Journey
08.2024 - 04.2025
- Encouraged personal growth among members by guiding them in setting realistic goals and celebrating their achievements.
- Developed strong rapport with members by actively listening and empathizing with their struggles, promoting trust within the group.
- Strengthened coping skills of participants through the introduction and practice of various stress management techniques.
- Evaluated the effectiveness of support group sessions by gathering feedback from participants, making adjustments as necessary for continuous improvement.
- Increased member participation by creating a safe, non-judgmental environment for sharing personal experiences and emotions.
Customer Service Representative
Metlife
04.2015 - 10.2016
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
Education
Master of Social Work - Social Work
Indiana Wesleyan University
03.2026
Bachelor of Science - Business
Central State University
06.1992
Skills
- Client Advocacy
- Conflict Resolution
- Compassionate
- Crisis Intervention Techniques
- Cultural Competency
- Elder Care Knowledge
- Community Resources
Certification
- Certified Nurse Aide Training
Timeline
Support Group Facilitator
Companions on a Journey
08.2024 - 04.2025
Member Service Advocate
Caresource
10.2016 - Current
Customer Service Representative
Metlife
04.2015 - 10.2016
Bachelor of Science - Business
Central State University
Master of Social Work - Social Work
Indiana Wesleyan University
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