TyKera Bines
Darlington,SC
Summary
Customer support professional who is tech savvy and demonstrates customer service, time management, and multitasking abilities. Dedicated to identifying and implementing effective solutions that enhance customer relationships.
Overview
7
7
years of professional experience
Work History
Customer Service/Tech Support
Dollar General
01.2023 - Current
- Interact with customers and responded to their questions via email, phone, website live chat, and online forums.
- Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Submit service tickets for requests for equipment maintenance.
- Use test scripts, personal expertise, and probing questions to break down and evaluate user problems.
- Clarify the customer's complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment, and follow up to ensure resolution.
- Assist 125 customers daily by approaching conversations with a positive and empathetic attitude.
- Maintain a high level of professionalism and calmness with all personnel even in high-stress situations.
- Consistently maintain 100% customer satisfaction ratings through quality control.
- Exceed QA & KPI service goals.
- B2B Inbound & Outbound calls.
- Identified patterns in customer inquiries and complaints.
Healthcare Claims Processor
Assurant
11.2018 - 07.2022
- Average 100 calls, emails, and faxes per day, answering customer questions, solving problems, and providing PHI.
- Route incoming calls to the correct personnel and departments within the company.
- Provide information about their insurance coverage, what is included in the customer’s benefit plan, addressing copays, and assisting with coverage determination.
- Determine and understand the coverage provided under a member's health plan.
- Review claims information to determine the nature of a member's illness or injury.
- Process claims accurately to enhance customer satisfaction and retention.
- Empathize and resolve concerns to simplify the customer’s healthcare experience.
- Navigate through multiple computer applications with speed & accuracy.
- Provided guidance to patients on the claims process.
- Reviewed provider disputes related to claims payments.
Education
High School Diploma -
Bamberg Job Corps
01.2018
Skills
- Medical Terminology
- PHI
- Salesforce
- Slack
- Professional Telephone Demeanor
- Sales Expertise
- Complaint Resolution
- Data Entry
- Claims Processing
- MS Office
- Strong Problem Solver
- Eager To Learn
- Attention to detail
- Ability to use multiple computer applications at one time
- Zendesk
- Strong Computer Navigation
- Extremely Organized
- Strong Verbal Communication
- Active Listening
- Type 45 WPM
- Retain Knowledge
- Time Management
- Technical Support
Timeline
Customer Service/Tech Support
Dollar General
01.2023 - Current
Healthcare Claims Processor
Assurant
11.2018 - 07.2022
High School Diploma -
Bamberg Job Corps