Tyra Boykin
Philadelphia,PA
Summary
Purpose-driven, caring, and ambitious customer service expert ready to capitalize on 20+ years driving superior service in client-facing roles, and a demonstrated commitment to quality in business management and operations. Track record of success leveraging empathy and discernment, along with interpersonal and communication strengths, to build a rapport with diverse populations while surpassing organiza4onal goals.
Overview
20
20
years of professional experience
Work History
PROVIDER CLAIMS SERVICES
AMERIHEALTH CARITAS
Philadelphia, PA
10.2023 - Current
- Responds to and resolves provider and health claim inquiries
- Monitors and tracks aged, pending, and open reports to maintain guidelines in claims processing
- Inputs claims into the system for appropriate tracking and processing
- Reconciles audit discrepancies, corrects in system and make appropriate changes to avoid recurrence.
Patient Care Technician
BRYN MAWR HOSPITAL MAIN LINE HEALTH
Philadelphia, PA
05.2023 - 09.2023
- Obtained patient vital signs and reported results to staff nurse or physician too identify changes from prior measurements
- Monitored patients for physical, emotional and symptom changes in patient conditions and obtained necessary care for medical concerns
- Restocked unit frequently with necessary medical supplies
- Transport patients to other areas of hospital in wheelchairs and gurneys for test, treatments and therapies
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
SENIOR CUSTOMER SPECIALIST
Philadelphia Gas Works
Philadelphia, PA
09.2014 - 06.2022
- Apply expertise and experience to process and address customer needs with accuracy and speed, serving 15 clients each hour while representing the district office with professionalism and friendliness
- Contributed to the reduction of customer wait time through triage prioritization; delivered the highest quality of service during peak hours while managing queries, requests, and issues
- Fielded phone calls before directing customers to the appropriate agent by rapidly assessing client needs
- Displayed skill in balancing competing needs, outstanding communication skills and the ability to ensure quality while enhancing customer satisfaction.
SENIOR CLIENT REPRESENTATIVE & QUALITY ASSURANCE REPRESENTATIVE
HIBU
Philadelphia, PA
08.2010 - 05.2014
- Managed all escalated calls and complaints, addressing issues by assuming accountability and providing swift resolution with an emphasis on transforming dissatisfied customers into loyal clients
- Guaranteed quality by ensuring team members adhered to service-level agreements and corporate standards; assisted colleagues by taking on extra workload tasks
- Applied product knowledge, relation management skills and active listening to evaluate clients’ needs before recommending advertising packages; consistently surpassed monthly goals and targets.
Education
Bachelor of Science in Business Management -
Peirce College
06.2022
MBA - Business Management
Walden University
Skills
- Customer Service
- Patient Care Advocacy
- Microsoft Office
- Quality Assurance
- Complaint Handling
- Record-keeping
- Client Relations
- Policy Enforcement
- Management industry knowledge
- Data Entry
- Effective Time Management
References
References available upon request.
Timeline
PROVIDER CLAIMS SERVICES
AMERIHEALTH CARITAS
10.2023 - Current
Patient Care Technician
BRYN MAWR HOSPITAL MAIN LINE HEALTH
05.2023 - 09.2023
SENIOR CUSTOMER SPECIALIST
Philadelphia Gas Works
09.2014 - 06.2022
SENIOR CLIENT REPRESENTATIVE & QUALITY ASSURANCE REPRESENTATIVE
HIBU
08.2010 - 05.2014
Bachelor of Science in Business Management -
Peirce College
MBA - Business Management
Walden University
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