Tianna Jones
Florissant
Summary
Professional with strong experience in quality service, delivering impactful results through effective team collaboration and adaptability. Adept at identifying and resolving service issues, ensuring customer satisfaction, and maintaining high standards. Skilled in communication, problem-solving, and process improvement, with focus on achieving organizational goals. Known for reliability and flexibility in dynamic environments.
Overview
12
12
years of professional experience
Work History
Senior Quality Service Representative
Lumeris
06.2020 - 02.2024
- Ensured compliance with applicable laws and regulations related to customer service
- Assisted in developing strategies to improve the overall member experience
- Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
Customer Service Representative
Lumeris
03.2018 - 06.2020
- Provided excellent customer service to resolve customer complaints in a timely manner
- Assisted customers with health plan selections, ordering, billing, and technical support
- Maintained detailed records of customer interactions, transactions and comments for future reference
Online Banking Representative
Scottrade Bank
10.2017 - 03.2018
- Provided customer service support to clients via phone, email and online chat
- Assisted customers with setting up online banking accounts, resetting passwords and navigating the website
- Performed financial transactions such as deposits, withdrawals and transfers for clients
Collection Specialist
FAMS
08.2016 - 10.2017
- Reviewed accounts for past due balances and contacted customers to arrange payment plans or collect payments
- Identified delinquent accounts and initiated appropriate collection action in accordance with the company's policies
- Analyzed customer creditworthiness, financial condition, and account history to determine appropriate collection action
Customer Service Representative
GC SERVICE
01.2013 - 01.2015
- Inbound calls with customers for overdue payments and to review the terms of sales, service, or credit contracts
- Set up payment plans for debt liquidation
- Contact the major credit bureaus to update or remove accounts
Casino Player Customer Service Receptionist
HOLLYWOOD CASINO
01.2012 - 01.2013
- Efficiently and accurately creates and maintains TS Rewards Loyalty Card accounts as needed
- Is thorough and accurate when verifying and recording guest information for new or changed accounts
- Effectively issues Free Play offers
Education
High School Diploma -
South Technical High
05.2009
Some College (No Degree) - Business
Harris Stowe State College
St Louis, MODiploma -
Eureka Senior High School
01.2009
Skills
- Call Control
- Service Recommendations
- Order Fulfillment
- Documentation Review
- Quality Assurance
- De-Escalation Techniques
- Payment Processing
- Customer Support
- Customer relationship management
Timeline
Senior Quality Service Representative
Lumeris
06.2020 - 02.2024
Customer Service Representative
Lumeris
03.2018 - 06.2020
Online Banking Representative
Scottrade Bank
10.2017 - 03.2018
Collection Specialist
FAMS
08.2016 - 10.2017
Customer Service Representative
GC SERVICE
01.2013 - 01.2015
Casino Player Customer Service Receptionist
HOLLYWOOD CASINO
01.2012 - 01.2013
Some College (No Degree) - Business
Harris Stowe State College
Diploma -
Eureka Senior High School
High School Diploma -
South Technical High
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