Tinnell Harris
Lusby
Summary
Detail-oriented and empathetic customer support professional with 5+years of experience delivering outstanding service across healthcare and logistics industries. Skilled in technical troubleshooting, account management, and multi-channel support (phone,chat, and email). Proven ability to thrive in fast-paced, remote environments with a strong commitment to issue resolution and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Claims Specialist
CVS Health(Aetna)
02.2023 - Current
- Resolve complex healthcare claim inquires with speed and accuracy.
- Assist providers and members with policy explanations, technical issues, and portal navigation.
- Utilize multiple systems for data verification and documentation.
- Recognized for maintaining high quality scores and empathetic communication.
Customer Success Associate
On Time Hauling
03.2020 - 01.2023
- Delivered real-time customer and carrier support for freight and dispatch services overnight
- Resolved technical issues with scheduling software and third-party integrations.
- Managed live chat and calls to ensure 24/7 coverage and customer satisfaction.
Customer Support Specialist
Mattress Firm
01.2015 - 12.2022
- Supported web and phone-based order inquiries, account management, and escalations.
- Assisted customers with product selection and mobile app navigation.
- Collaborated with cross-functional teams to troubleshoot delivery and service issues.
Education
High School Diploma -
Largo High School
06-2009
Skills
- Technical Troubleshooting & Application Support
- Zendesk,Freshdesk,Intercom, Salesforce, & QNXT
- Mobile/Web App Assistance
- Claims & Account Management
- Process Improvement
- High Speed Remote Setup
- Excellent Verbal & Written Communication
- Strong Customer Empathy
Timeline
Claims Specialist
CVS Health(Aetna)
02.2023 - Current
Customer Success Associate
On Time Hauling
03.2020 - 01.2023
Customer Support Specialist
Mattress Firm
01.2015 - 12.2022
High School Diploma -
Largo High School
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