Toiann Powell
Sacramento
Summary
Customer service professional with robust background in claims processing, known for achieving high standards and delivering results. Adept at managing complex customer interactions and resolving disputes effectively. Proven ability to collaborate with team members and adapt to changing demands, ensuring seamless service delivery and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Claims Customer Service Representative
Wells Fargo
06.2024 - Current
- Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
- Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
- Gained valuable insights into customer needs through active listening skills, enabling tailored recommendations for additional coverage options that align with their specific requirements.
- Implemented process improvements based on feedback from clients and team members, driving continuous enhancements in efficiency and effectiveness in claims handling.
- Reduced claim processing time by effectively collaborating with team members and external vendors.
Senior Customer Service Specialist
Wells Fargo
07.2021 - 06.2024
- Delivers exceptional customer service by efficiently addressing and resolving queries, demonstrating excellent communication skills, and upholding professionalism across all interactions while proficiently managing multiple system applications and meeting business objectives
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
Payroll Specialist
In Home Support Services
11.2018 - 07.2021
- Addressed and resolved client inquiries through inbound calls, ensuring clarity and satisfaction with services provided
- Assisted providers and recipients in navigating and utilizing online portals for account management and information access
- Provided instruction to providers on accurately recording work hours on time cards, facilitating timely and correct compensation
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Call Center Representative
Covered California
01.2017 - 11.2018
- Managed a high volume of inbound calls, successfully enrolling individuals in appropriate health insurance plans
- Offered tailored healthcare plan options to consumers, ensuring their informed decision-making and satisfaction
- Conducted thorough verification of consumer personal and income data, resolving account issues to maintain the integrity of the enrollment process
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma - General Studies
Valley High School
Saramento, CA05.2016
Skills
- Effective Communication
- Problem Solving
- Active Listening
- Empathy
- Time Management
- Customer Relationship Management (CRM)
- Technical Proficiency
- Verbal Communication
- Written Communication
- Data entry proficiency
- Compliance awareness
- Claims support
- Billing resolution
Timeline
Claims Customer Service Representative
Wells Fargo
06.2024 - Current
Senior Customer Service Specialist
Wells Fargo
07.2021 - 06.2024
Payroll Specialist
In Home Support Services
11.2018 - 07.2021
Call Center Representative
Covered California
01.2017 - 11.2018
High School Diploma - General Studies
Valley High School
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
VICTORIA RAMOSVICTORIA RAMOS
SENIOR ACCOUNTANT-GL at Cache Creek Casino ResortSENIOR ACCOUNTANT-GL at Cache Creek Casino Resort