Tamara Richardson
Gaithersburg
Summary
Consistently achieving a high customer satisfaction rating, often surpassing company targets of 90% or higher. Utilized feedback loops to adapt approaches based on customer insights. Resolved a significant percentage of customer issues on the first contact, resulting in enhanced customer trust and loyalty while reducing the workload on follow-up teams. Took the initiative to train new hires on customer service protocols and tools, contributing to a shorter onboarding process and fostering a collaborative team environment. Identified inefficiencies in the customer service process and proposed solutions that led to a substantial reduction in response times by implementing new software tools or refining existing workflows. Demonstrated the ability to handle high volumes of inquiries during peak times, maintaining professionalism and quality service without sacrificing efficiency. Played a key role in retaining dissatisfied customers by effectively addressing their concerns and following up with personalized solutions, resulting in improved retention rates. Recognized with multiple employee of the month awards or other accolades for exceptional performance in customer service, showcasing a strong commitment to excellence. Collaborated with management to incorporate customer feedback into service protocols, directly leading to an enhanced customer experience and improved service offerings.
Overview
6
6
years of professional experience
Work History
Financial Advisor
Adventist Health System
10.2024 - Current
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Established new client relationships by conducting thorough needs assessments during initial consultations.
- Worked closely with insurance providers to assess suitable coverage options tailored to individual client requirements for risk management purposes.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Collaborated with team members to streamline processes and improve overall client experience.
- Facilitated new client onboarding process and investment account setup.
- Maintained open lines of communication with clients, providing updates and addressing concerns promptly to ensure their peace of mind during the financial planning process.
- Delivered strategic investment advice for individual and corporate clients.
- Provided comprehensive retirement planning services, ensuring clients maintain their desired lifestyle postretirement.
- Analyzed clients'' risk tolerance levels, developing customized investment portfolios that aligned with their personal objectives.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients.
- Increased client satisfaction by providing personalized financial advice and investment strategies.
- Mentored junior advisors, sharing knowledge, expertise, and best practices to enhance team performance.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Managed risk effectively through careful analysis of clients'' needs and portfolio diversification strategies.
- Customized investment portfolios to align with changes in clients' financial situations, maintaining optimal performance.
- Increased assets under management through targeted business development efforts.
- Developed comprehensive financial plans for clients to achieve their long-term financial goals, resulting in increased client satisfaction.
- Helped clients make informed decisions about financial future.
- Educated clients on financial topics and best practices.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Monitored and updated financial plans to comply with client goals.
- Presented financial plans and investment recommendations to clients.
- Collaborated with clients to develop customized investment portfolios.
- Created financial models to analyze and evaluate investment strategies.
Billing Specialist
Lifebridge Health Care
03.2023 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Developed user-friendly billing guide for patients, improving their understanding and satisfaction with billing process.
- Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
- Identified opportunities for process improvement, leading to more streamlined billing operation.
- Optimized payment collection times by implementing effective follow-up strategies with clients.
- Fostered strong relationships with healthcare providers and insurance representatives to facilitate efficient resolution of billing issues.
- Managed monthly billing cycles to ensure timely issuance of invoices and statements.
- Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
- Assisted in transition to electronic billing, reducing paper waste and improving operational efficiency.
- Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
- Collaborated with healthcare team to ensure billing codes were accurately applied, optimizing reimbursement from insurance companies.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Collaborated with customers to resolve disputes.
- Maintained accurate records of customer payments.
- Monitored outstanding invoices and performed collections duties.
Call Center Representative
Lifebridge Health
03.2021 - 04.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Managed escalated calls by resolving advanced issues efficiently.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained new personnel regarding company operations, policies and services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Potomac Physicians
11.2018 - 04.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Education
Associate Degree - Financial Analysis
Ccbc
Baltimore, MDHigh School Diploma - General Studies
Woodlawn High
Baltimore, MD06.2007
Skills
- Investment advice
- Relationship building and management
- Analytical thinking
- Sales expertise
- Critical thinking
- Attention to detail
- Financial advising
- Risk assessment
- Sales and marketing
- Insurance sales
- Insurance planning
- Financial services
- Cash handling
- Insurance decisions
Timeline
Financial Advisor
Adventist Health System
10.2024 - Current
Billing Specialist
Lifebridge Health Care
03.2023 - Current
Call Center Representative
Lifebridge Health
03.2021 - 04.2023
Customer Service Representative
Potomac Physicians
11.2018 - 04.2022
Associate Degree - Financial Analysis
Ccbc
High School Diploma - General Studies
Woodlawn High
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