Tyra J. Thomas
Birmingham,AL
Summary
Skilled Contact Center Representative with background in customer service and technical support. Strengths include problem-solving abilities, exceptional communication skills, and knowledge of call center software applications. Previous roles involved improving customer satisfaction ratings, enhancing client relationships, and contributing to team success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Social Security Adminstration
Birmingham
08.2021 - Current
- Handled high-volume call traffic, ensuring adherence to customer service standards.
- Responded to client inquiries regarding Medicare bills to assist with understanding.
- Assisted clients with inquiries regarding benefits and eligibility requirements.
- Processed applications and updates for Social Security programs efficiently.
- Collaborated with team members to resolve complex client issues promptly.
- Resolved customer complaints in a professional manner.
- Educated the public on Social Security policies and procedures effectively.
- Trained new representatives on procedures and best practices regularly.
- Facilitated communication between clients and various government agencies.
- Delivered technical support to customers, enhancing understanding of products and services offered.
- Adapted to changes in policies and procedures to maintain service quality.
- Assessed client benefits to determine eligibility and options.
- Conducted detailed research on Social Security policies to support client inquiries.
- Communicated with clients to gather necessary documentation for claims processing.
- Assisted clients throughout the claims process, addressing inquiries and effectively resolving issues.
PROGRAM COORDINATOR SUPERVISOR
H&H CONTINUAL HEALTH EDUCATION
01.2005 - 05.2026
- Supervised a work team of ten (10) staff members.
- Coordinated health education programs for diverse community groups.
- Oversaw a team of ten staff members during daily operations.
- Cultivated and sustained professional program contacts, resolving customer concerns to enhance service quality.
- Coordinated health education programs for diverse community groups, promoting awareness and engagement in health topics.
- Assisted Program Director in assessing program materials and activities for improvement.
- Developed and maintained professional program contacts and addressed customer concerns and/or complaints.
- Organized outreach initiatives to increase community engagement in health topics.
- Facilitated feedback sessions to gather insights for refining program delivery and enhancing effectiveness.
CLAIMS ANALYST/INQUIRY ANALYST
BLUE CROSS BLUE SHIELD OF ALABAMA
01.2017 - 08.2021
- Reviewing documentation to make initial determinations regarding reimbursement.
- Processed complex claims using company-specific software systems efficiently.
- Interpreted member benefits and roles within Workflow Distribution Management System (WDMS) and PEGA using research skills.
- Advised members on claim status and eligibility requirements clearly.
- Determined coverage and benefits for claims by reviewing policy documents.
- Reviewed policy documents to determine coverage and benefits for claims.
- Timely and accurate processing of claim and customer inquiries.
- Using researching skills to interpret member benefits, Workflow Distribution Management System (WDMS) roles and PEGA preferred.
- Maintained compliance with regulations by keeping detailed records of claims activities.
- Conducted investigations to gather evidence in support of claims resolution.
RENTENTION SPECIALIST
AT&T
01.2014 - 01.2017
- Retained existing customers through sales incentives and marketing strategies.
- Enhanced customer retention by implementing targeted sales incentives and tailored marketing strategies.
- Monitored performance metrics and tracked retention statistics to ensure alignment with company goals.
- Established best practices based on sales experience and successful retention initiatives, improving telemarketing effectiveness.
- Promoted from Lead Customer Service Specialist after repetitively meeting and exceeding 100 calls/day goal.
Education
Diploma -
PINSON VALLEY HIGH SCHOOL
PHARMACY TECHNICIAN PROGRAM -
JEFFERSON STATE COMMUNITY COLLEGE
Skills
- Insurance policies
- Medicare
- Health insurance plans
- Documentation accuracy
- Customer interaction
- Service operations
- Data entry
- Microsoft environment
- Data analysis
- Problem solving
- Decision-making
- Time management
- Workload management
- Team collaboration
- Effective communication
- Verbal communication
- Interpersonal skills
- Attention to detail
- Resolving issues
- Data entry
Certification
- Pharmacy Technician Licensure, State of Alabama, 2008 - present
- CPR Certification, American Red Cross
References
AVAILABLE UPON REQUEST.
Timeline
Contact Center Representative
Social Security Adminstration
08.2021 - Current
CLAIMS ANALYST/INQUIRY ANALYST
BLUE CROSS BLUE SHIELD OF ALABAMA
01.2017 - 08.2021
RENTENTION SPECIALIST
AT&T
01.2014 - 01.2017
PROGRAM COORDINATOR SUPERVISOR
H&H CONTINUAL HEALTH EDUCATION
01.2005 - 05.2026
Diploma -
PINSON VALLEY HIGH SCHOOL
PHARMACY TECHNICIAN PROGRAM -
JEFFERSON STATE COMMUNITY COLLEGE