Tiffany Thompson

Handled a high volume of inbound customer calls, averaging XX calls per day Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction Consistently met or exceeded individual performance metrics including call quality, adherence to schedule, and customer satisfaction ratings

PCA - Accredo health group - Phoenix, AZ

(2004-10)

• Handled a high volume of inbound customer calls, averaging XX calls per day
• Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
• Consistently met or exceeded individual performance metrics including call quality, adherence to schedule, and customer satisfaction ratings
• Managed escalated calls from dissatisfied customers with professionalism and empathy, successfully deescalating situations while finding appropriate solutions
• Demonstrated empathy and active listening skills when addressing customer concerns or complaints
• Ensured compliance with HIPAA regulations by maintaining confidentiality of patient information at all times
• Facilitated communication between patients and healthcare providers to ensure effective delivery of care
• Educated patients on medication instructions, dosage requirements, potential side effects or interactions

Customer Service Representative - EMCOR Facilities Services, Inc.

(2021-11 - 2024-03)

• Create work orders
• Follow-up on work orders by phone and via email
• Dispatch work orders
• Check in and out of work orders for the tech
• Take incident reports
• NTE increases
• Notates all wo with customer/service provider info

Customer Service/ Tech support - Consumer Cellular

(2020-04 - 2021-10)

Communicated directly with the customers by phone to resolve issues they had with setting up their member portal, trying to make a payment online setting up automatic payments. assesses with, issuing refunds. Developed and maintained notes on the customer account, updated customer information, process warranties, troubleshooting, placed orders, set up accounts, canceled accounts and Porter numbers from one carrier to the other

Member Service Representative - Cognizant - Phoenix, AZ

(2019-09 - 2020-03)

Communicated directly with the members by phone to resolve issues they had with setting up their member portal, trying to make a payment online setting up automatic payments. assesses with disputing claims, issuing refunds. Developed and maintained reporting procedures, updated member information. Supervised and motivated by staff recognizing and rewarding individual achievements, and maintaining a positive attitude.completed credit-card transactions.

Coordinated efforts between several departments to resolve complex member issues

Member Service - PSCU - Phoenix, AZ

(2019-04 - 2019-08)

Culminated directly with the clients over the phone. completed credit card transactions for the members, ordering new bank cards. escalated calls. Developed and maintained reporting procedures. addressed customer complaints and issues, researched, documented, maintain problem ownership and accountability. coordinated efforts between several departments to resolve complex customer issues

Paralegal - Lexington Law - Phoenix, AZ

(2018-07 - 2019-05)

Interacted with the clients by maintain consistent telephone and email communication. Gathered information to dispute and untrue information on their credit reports. researched, and documented. addressed any client complaints, issues and escalations, completed credit card transactions, coordinated between several departments to resolve complex issues

Insurance Representative - Oxford Life Insurance - Phoenix, AZ

(2018-04 - 2019-03)

Interacted with the clients by phone and email. Developed and maintained reporting procedures

• Describe merchandise and explain use, operation, and care of merchandise to customers
• Recommend, select, and help locate or obtain merchandise based on customer needs and desires
• Compute sales prices, total purchases and receive and process cash or credit payment
• Answer questions regarding the store and its merchandise
• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices

Collection Representative - Penn Credit Corporation - Phoenix, AZ

(2017-05 - 2018-02)

Culminated directly with the customers by phone. Completed credit-card transactions. issued receipts for funds received, verify amounts due, Collected on past due accounts. set up payments arrangements, addressed and additional questions. Addressed complaints, issues and escalations

High school diploma - Victor Valley High School (1999-06 - 2004-05)