Tianna Cross

• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
• Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
• Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.

Collaborated with team members for consistent and seamless customer support across all channels.

• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Established rapport with customers, building trust and loyalty through personalized interactions.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Enhanced efficiency of inbound call processing through effective call routing and prioritization.
• Assisted in the training of new hires, sharing expertise on company policies, products, and services.
• Developed strong relationships with clients through exceptional communication skills and attention to detail.
• Provided feedback to management regarding potential improvements for better customer service delivery processes.
• Strengthened client relationships through timely follow-up on outstanding issues or requests requiring additional support or research.
• Toggle between multiple systems while assisting over 30 contacts per day.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.