Keyeondra Tyler
Augusta
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
Vericast
09.2021 - 01.2026
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Processed repair and warranty documentation for customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Answered over 300 calls per shift to meet fast-paced call center demands.
Healthcare Specialist
Cigna
04.2018 - 07.2021
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Responded to customer requests for products, services, and company information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Education
High School Diploma -
Lucy C Laney High School
05-2017
Skills
- Price quotes
- Complaint resolution
- Customer retention
- Senior leadership support
- Complaint handling
- Customer relationship management
- Customer service
- Call centers
- CRM software
- Excellent written and oral communication
- Good communication skills
- Problem resolution
- De-escalation techniques
- Customer order management
- Typing proficiency
- 95 wpm typing speed
- Referral coordination
- Data entry proficiency
- HIPAA compliance
- Policy adherence
- Claims processing
- Insurance verification
- Registration management
- Multitasking and organization
- Information collection
- Training coordination
- Flexible schedule
- Work quality evaluation
- Process improvement
- Admitting coordination
Timeline
Customer Service Specialist
Vericast
09.2021 - 01.2026
Healthcare Specialist
Cigna
04.2018 - 07.2021
High School Diploma -
Lucy C Laney High School