Tiffany Cole
Charlotte
Summary
Sr Customer Solutions Expert focused on delivering impactful solutions and fostering positive relationships. Skilled in troubleshooting, resolving complex issues, and enhancing customer satisfaction. Known for effective communication and adaptability in dynamic environments, ensuring seamless team collaboration and achieving consistent and positive results.
Overview
11
11
years of professional experience
Work History
Sr Customer Solutions Specialist
Blue Cross NC
09.2024 - Current
- Improved customer satisfaction by quickly addressing inquiries and resolving complaints.
- Handled customer accounts for seamless service experience.
- Enhanced client relationships with effective communication and follow-up in a timely manner.
- Addressed customer needs, identifying solutions to meet expectations.
- Responsible for full working knowledge and expertise in multiple product lines.
- Successfully utilizes knowledge of product types, functional and/or technical skills to solution focused, end to end service to our customers on complex insurance questions and issues.
- Successfully supported Retail Agents with complex and time sensitive questions and issue.
Sr Customer Solutions Specialist
Blue Cross NC
08.2018 - 09.2024
- Selected by Senior Management for the Solutions Expert role to perform concierge services signature to eighth largest employer in the world Compass Group. Recruited for position due to internal metrics, exceeding departmental goals, progressive collaboration with internal partners
- Contact members with chronic or terminal illnesses and assist in recommendations of available tools for a successful recovery
- Identified customer trends and communicated them to management for further investigation.
- Recommended changes or improvements to existing processes, procedures or policies related to customer service operations.
- . Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Service Professional
Blue Cross NC
09.2014 - 08.2018
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service .
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Customer Service Representative
AT&T Wireless
10.2013 - 09.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Business Administration
Fayetteville Technical Community College
Fayetteville, NCHigh School Diploma -
Hammond High School
Skills
- Ability to promote and support team work and team decision making Adaptability and ability to work under pressure Excellent communications skills, written and verbal Professional Self motivated Strong PC skills
- Excellent communications skills, written, verbal and face to face
- Ability to manage competing priorities
- Expert knowledge in Healthcare
- Conflict management
- Individual and Team goal Setting and achievement
SQM World Class Improvement 2019 World Class Call 2019 Secret Shopper Winner 2018 POC for Team Lead
.
Timeline
Sr Customer Solutions Specialist
Blue Cross NC
09.2024 - Current
Sr Customer Solutions Specialist
Blue Cross NC
08.2018 - 09.2024
Customer Service Professional
Blue Cross NC
09.2014 - 08.2018
Customer Service Representative
AT&T Wireless
10.2013 - 09.2014
Business Administration
Fayetteville Technical Community College
High School Diploma -
Hammond High School
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