Tiffanie Mclaughlin
Florence,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Organized Office Manager with demonstrated expertise in financial and operational leadership. Multidisciplinary managerial skills in process, procedure, and policy improvement initiatives. Accomplished in optimizing productivity and quality of service.
Overview
12
12
years of professional experience
Work History
B2B Customer Care Representative
Wayfair
04.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving B2B client inquiries and concerns.
- Streamlined communication with clients by effectively managing a high volume of inbound calls, emails, and messages.
- Increased client retention rates by building strong relationships and providing personalized support for their business needs.
- Expedited issue resolution times by thoroughly documenting customer interactions and collaborating with cross-functional teams to address complex problems.
- Consistently met or exceeded performance targets by maintaining a strong focus on service quality, response time, and issue resolution metrics.
- Met customer call guidelines for service levels, handle time and productivity.
Intake Specialist
Akim Anastopoulo
01.2022 - 02.2023
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Communicated with referral sources, physicians and associated staff to check documentation for proper signatures.
- Entered referrals into appropriate system based on type of referral obtained.
- Worked with clients to improve life choices and maximize benefits of programs.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
Office Manager
M&M Tax Services
12.2017 - 12.2021
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached and managed up to 12 new hires per season on company processes while managing employees to achieve maximum production.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
Customer Service Associate
BlueCross BlueShield Of SC
11.2013 - 04.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained at least 90% on production and QA
Claims Processor
Blue Cross & Blue Shield Of SC
10.2011 - 11.2013
- Evaluated accuracy and quality of data entered into agency management system.
- Followed up with customers on unresolved issues.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
- Analyzed information gathered by investigations to report findings and recommendations.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Keyed and processed at least 150 claims per day while maintaining 0% error rate.
Education
Associate of Arts - Accounting
Florence Darlington Technical College
Florence, SC06.2023
High School Diploma -
Wilson High School
Florence, SC05.2004
Skills
- Report Preparation and Analysis
- Recruitment and Hiring
- Performance Management
- Decision Making
- Motivational Leadership
- Team Building
- Quality Assurance
- Microsoft Office Suite
- Team Management and Supervision
- Schedule Coordination
- Handling Customer Complaints
- Remote Work Coordination
- Payroll Administration
- Honesty and Integrity
- Goal Setting
- Microsoft Office
- Multitasking and Prioritization
Timeline
B2B Customer Care Representative
Wayfair
04.2023 - Current
Intake Specialist
Akim Anastopoulo
01.2022 - 02.2023
Office Manager
M&M Tax Services
12.2017 - 12.2021
Customer Service Associate
BlueCross BlueShield Of SC
11.2013 - 04.2017
Claims Processor
Blue Cross & Blue Shield Of SC
10.2011 - 11.2013
Associate of Arts - Accounting
Florence Darlington Technical College
High School Diploma -
Wilson High School
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