Tysheena Moore
Charlotte
Summary
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.
Overview
11
11
years of professional experience
Work History
Escalations Representative
Wells Fargo
11.2024 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Collected, arranged, and input information into database system.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Improved team efficiency by implementing new case management system for tracking constituent issues and concerns.
Senior Claims Benefit Specialist
CVS/Aetna
04.2021 - Current
- Provide prompt, efficient, high-quality claim service
- Efficiently use multiple systems and screens
- Obtain and record claim information
- Make claim payment decisions
- Process claims within quality and production standards
- Assist team members in support of achieving team, office and regional goals
Collections and Recovery Specialist II
Bank of America
11.2018 - 04.2021
- Outbound customer service calls to delinquent customers to secure payment and determine reasons for delinquency on active and inactive loans and credit card accounts
- Train new hires on company procedures, policies and systems
- Top Performer100% quality metrics and Above average on surveys
- Subject Matter Expert with training peers on Hardship Programs
Business Owner | Operator
New U Nutrition
04.2018 - 01.2019
- Consulted clients with nutrition supplements
- Taught Zumba classes to30 students in addition to nutrition products
- Social Media and tradition Marketing and promoting to community
- Bookkeeping expenses via Excel
- Inventory control
Sr. Financial Services Officer
State Employees Credit Union
10.2013 - 02.2018
- Provide financial services as well as help members plan for short- and long-term financial goals
- Educate members on products and services
- Offer financial counseling for members
- Collect financial information to process mortgage and home equity loans
- Open new accounts for and foster relationships with members
- Responsible for opening and closing the branch
- Set up weekly schedule for my team
- Volunteer to work extended schedule to assist Branch Manager with attaining deadlines
- Responsible for monthly meeting minutes
- Was awarded Employee of the Month, Employee leadership, Performance and Attendance Awards
- Licensed Notary for State of NC
Education
Liberal Studies With A Concentration in Dance
North Carolina Agricultural and Technical State University
Greensboro, NC12.2012
Skills
- Previously certified in Life Insurance, Personal Lines, Accident and Health and Medicare
- Ability to create effective/functional budget plans to assist members meet their goals and provide support via excellent organizational skills
- Demonstrate the highest level of customer service, excellent written and verbal communication skills
- Microsoft Office Suite (Excel, Word, Outlook, OneNote, PowerPoint); Google Suite; Webex, Skype, Teams, Jabber, LinkedIn
- Goal-oriented mindset
- Data entry proficiency
Timeline
Escalations Representative
Wells Fargo
11.2024 - Current
Senior Claims Benefit Specialist
CVS/Aetna
04.2021 - Current
Collections and Recovery Specialist II
Bank of America
11.2018 - 04.2021
Business Owner | Operator
New U Nutrition
04.2018 - 01.2019
Sr. Financial Services Officer
State Employees Credit Union
10.2013 - 02.2018
Liberal Studies With A Concentration in Dance
North Carolina Agricultural and Technical State University
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