Summary
Work History
Education
Skills
Key Skills and Qualifications
Professional References
Timeline
BusinessAnalyst
Tyoko Birt

Tyoko Birt

Boardman,OH

Summary

Results-driven customer service and case management professional with over 10 years of experience leading teams, resolving complex problems, and driving efficiency improvements in healthcare and customer service settings. Demonstrated expertise in case management, benefit investigation, technical support, and quality assurance for enhanced operational performance. Proven ability to apply knowledge of policies and procedures to ensure compliance, resolve conflicts, and provide excellent service while effectively managing multiple tasks in fast-paced environments.

Work History

Sensitive Accounts & Utility Team CCR II

CVS Caremark
10.2021 - Current
  • Resolve Medicare Part D inquiries, maintaining a 95% resolution rate and ensuring compliance with all regulations
  • Lead outbound campaigns that improve customer engagement and resolve claim rejections promptly
  • Conduct coaching and mentoring for new hires, ensuring effective integration into the team
  • Analyze and report on grievance errors, implementing corrective measures that have reduced errors by 12%
  • Maintain exceptional call quality and first call resolution rates above 95%, consistently setting the standard for team performance and mentoring peers to achieve the same high level of excellence
  • Enhanced case resolution efficiency by 10%, volunteering for special teams and leveraging corporate-sponsored AI tools to refine processes and elevate team training

Technical Support Manager

ZOLL LifeVest
05.2013 - 02.2020
  • Managed a team of 100 specialists handling complex technical support cases, tracking backlogs, identifying issues, and resolving cases with a focus on patient safety
  • Improved error rates by 55% by streamlining case management processes and instituting regular training and performance reviews
  • Facilitated team meetings and leadership sessions, promoting collaboration with internal teams (R&D, compliance, manufacturing)
  • Led efforts in identifying and reporting Adverse Events (AEs) within established timeframes, contributing to patient safety initiatives
  • Reduced backlog of unresolved technical cases by 40% within 6 months by introducing an automated tracking system
  • Facilitated a cross-functional project to streamline AE reporting, reducing submission errors by 20%
  • Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.

Team Manager

American Express, Alorica
04.2012 - 04.2013
    • Led a 20-person team focused on customer retention, improving performance metrics by over 22%
    • Designed and implemented team coaching strategies that improved customer satisfaction by 10%
    • Managed team training and onboarding, ensuring adherence to compliance standards and resolving any violations
    • Developed detailed reporting for senior management, contributing to informed decision-making and operational improvements
    • Developed training programs that enhanced employee performance and compliance, resulting in a 15% increase in retention rate
    • Spearheaded the creation of a new compliance workflow, reducing regulatory violations by 18%

Certified Nurse Aide

University of Pittsburgh Medical Center
06.2011 - 04.2012
  • Delivered quality care to dementia patients, ensuring safety and comfort while accurately recording vital health data
  • Identified changes in patient conditions and collaborated with nursing staff to address any issues promptly
  • Maintained excellent sanitation standards, reducing infection rates among patients
  • Assisted in maintaining a patient satisfaction rating of 97% for care quality and responsiveness
  • Identified and reported adverse health trends that resulted in faster medical interventions, improving patient outcomes
  • Participated in continuing education opportunities to stay current on best practices in certified nurse aide field.

Customer Care Specialist II

Verizon Wireless
11.2006 - 06.2011
  • Delivered exceptional customer service resolving complex issues related to cellular devices
  • Trained new hires, ensuring seamless knowledge transfer and a quick ramp-up time
  • Served as an escalation point for executive complaints, resolving issues promptly and preventing churn
  • Increased team customer satisfaction ratings by 25% by implementing new troubleshooting protocols
  • Streamlined onboarding training, reducing ramp-up time for new hires by 15%
  • Volunteered in Verizon Wireless retail stores during peak holiday seasons, providing customer service, assisting with sales, and supporting the team to meet high demand and drive sales goals.

Education

Associate of Business - Medical Office Administration/Clinical Emphasis

WVCI- West Virginia Junior College
Mount Braddock, PA

Bachelor of Science - Business Administration And Management

Colorado Technical University
Colorado Springs, CO
08-2026

Skills

  • Case Management & Coordination
  • Benefit Investigations & Eligibility Criteria
  • Adverse Event Identification and Reporting
  • Conflict Mediation & Problem Resolution
  • Team Leadership and Mentorship
  • Process Optimization and Workflow Management
  • Medicare, Medicaid, and Commercial Payer Policies
  • Microsoft Office Suite (Advanced Excel, PowerPoint, Word)
  • Strong Verbal and Written Communication Skills

Key Skills and Qualifications

  • Case Management & Coordination
  • Benefit Investigations & Eligibility Criteria
  • Adverse Event Identification and Reporting
  • Conflict Mediation & Problem Resolution
  • Team Leadership and Mentorship
  • Process Optimization and Workflow Management
  • Medicare, Medicaid, and Commercial Payer Policies
  • Microsoft Office Suite (Advanced Excel, PowerPoint, Word)
  • Strong Verbal and Written Communication Skills

Professional References

Available Upon Request

Timeline

Sensitive Accounts & Utility Team CCR II

CVS Caremark
10.2021 - Current

Technical Support Manager

ZOLL LifeVest
05.2013 - 02.2020

Team Manager

American Express, Alorica
04.2012 - 04.2013

Certified Nurse Aide

University of Pittsburgh Medical Center
06.2011 - 04.2012

Customer Care Specialist II

Verizon Wireless
11.2006 - 06.2011

Associate of Business - Medical Office Administration/Clinical Emphasis

WVCI- West Virginia Junior College

Bachelor of Science - Business Administration And Management

Colorado Technical University

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Tyoko Birt