Tammy Hill
Norfolk,VA
Summary
Proven customer service expert with a track record of enhancing first-call resolution rates at Modivcare through empathetic communication and effective problem-solving. Skilled in data entry and adept at de-escalation, consistently ensuring compliance with HIPAA regulations. Demonstrated ability to improve operational efficiency and customer satisfaction in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Modivcare
12.2017 - 11.2024
- Managed high call volumes while providing members empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting members privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Front Desk/Hotel Night Auditor
Comfort Inn & Suites
06.2015 - 12.2017
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
Education
No Degree - Counseling Psychology
Macon College
Macon, GASkills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Empathy and patience
- Verbal and written communication
- Punctuality and reliability
- MS office
- De-escalation techniques
Timeline
Customer Care Representative
Modivcare
12.2017 - 11.2024
Front Desk/Hotel Night Auditor
Comfort Inn & Suites
06.2015 - 12.2017
No Degree - Counseling Psychology
Macon College
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