Tina Lane
Hampton
Summary
Diligent customer service representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
KELLY’S TEMP SERVICES (Widepoint)
10.2024 - Current
- Collects and enters information
- Assisting callers with any questions regarding their mobile device
- Address customer questions
- Trouble shooting any iPhone/ android issues
- Performs data entry, administrative support, and clerical duties
- Collects and enters information for activation/ deactivation on cellular devices
- Multi-task between government agencies
- 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.
BPO Senior Representative
NTT DATA
04.2023 - 01.2024
- Creating common practitioner's profiles
- Processed updating information for providers' groups locations
- Created a record for medical facility locations
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Updating addresses, phone and fax numbers for the locations of practitioners
- Resolved issues through careful research and follow-up with customers.
Investigations Specialist
MULTI PLAN
01.2022 - 04.2023
- Processed changes and help improve and implement new processes
- Ensured compliance with HIPAA regulations and requirements
- Ensure compliance of state and federal laws
- Completed data entry and new case creation
- Reviewed claims
- Processing incoming emails, faxes, and voicemails onto the Discovery Case Management system
- Processed outgoing mail and certified mail
Claims Specialist
AEROTEK INC (Virginia Unemployment Commission)
05.2021 - 01.2022
- Working in Windows 8-10
- Strong written and communication skills & professional phone etiquette
- Created initial claims for the Virginia Employment Commission
- Provided customer care for applicants with concerns
- Escalated irate calls for more delicate situations
- Processed initial claims for extended unemployment applicants
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
Legal Secretary
ROBIN RATTLEY ATTORNEY AT LAW
03.2020 - 04.2020
- Answering phone calls
- Creating depositions for new cases
- Witnessing wills
- Researching for information and relative that have unclaimed trusts
- Schedule meetings for in person or virtual meetings
- Organized court documents
- Communicate with clerk’s office for specific or agreed date for clients to come in to court
- Set in on court hearings
Data Entry Specialist & Social Worker
AEROTEK INC (Maximus )
08.2018 - 03.2020
- Screened and processed Medicaid applicants for the state of Kansas
- Verified employment and unemployment
- Processed notice of action for information that is needed for eligibility
- Provided callers with informed and objective responses to complex concerns regarding eligibility guidelines and policies, access to care issues, and escalated concerns
- Processed workflow documents, which included income, identity, and other eligibility verification documents
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
Medical Appointing and Scheduling Agent
KELLY’S SERVICES (Healthnet)
10.2017 - 04.2018
- Processing bundled medical services for veterans
- Faxing requested medical services
- Processing Veteran’s request for medical and physical treatments from the VA program
- Data entry 30wpm
- Creating spreadsheets for medical documents
- Negotiated with vendors or service providers to secure preferred appointment times for clients, maximizing convenience and customer satisfaction.
- Streamlined communication between departments for improved appointment coordination and customer satisfaction.
Customer Service Representative
NESCO
09.2017 - 10.2017
- Responds to customer phone inquiries in a prompt, courteous and concise manner
- Provided callers with unbiased information to assist customers with application and eligibility requirements
- Reads and interpreted customers and provider data elements within customer's application
- Performed accurately all data entry functions to reflect customer activity/transactions
- Documented all customer encounters in clear and concise log
Human Resources Assistant
TRG CUSTOMER SOLUTIONS
02.2005 - 05.2012
- Answered multi-line phones
- Monitored security systems
- Created work badges
- Scheduled drug screening
- Prepared and processed background request (STERLING)
- Files I9s
- Handled outbound/inbound packages
- Maintained security management codes for 300 plus employees
- Created spreadsheets for new hire classes
- Created spreadsheets for termed agents
- Calibrated with Verizon for services access for the company to function
- Conducted open house for new hirers
- Created new hirer packages
Education
Associate of Applied Science - LEGAL STUDIES
Purdue Global University
Fort Lauderdale, FL01-2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Conflict resolution
- Client relations
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Order processing
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
Timeline
Customer Service Representative
KELLY’S TEMP SERVICES (Widepoint)
10.2024 - Current
BPO Senior Representative
NTT DATA
04.2023 - 01.2024
Investigations Specialist
MULTI PLAN
01.2022 - 04.2023
Claims Specialist
AEROTEK INC (Virginia Unemployment Commission)
05.2021 - 01.2022
Legal Secretary
ROBIN RATTLEY ATTORNEY AT LAW
03.2020 - 04.2020
Data Entry Specialist & Social Worker
AEROTEK INC (Maximus )
08.2018 - 03.2020
Medical Appointing and Scheduling Agent
KELLY’S SERVICES (Healthnet)
10.2017 - 04.2018
Customer Service Representative
NESCO
09.2017 - 10.2017
Human Resources Assistant
TRG CUSTOMER SOLUTIONS
02.2005 - 05.2012
Associate of Applied Science - LEGAL STUDIES
Purdue Global University
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