Tamesha Dukes
North Little Rock
Summary
Respected and dedicated professional with experience providing internal employee development, team effectiveness and leadership development consulting to all levels of an organization; adaptable leader with the ability to work independently and maintain critical thinking skills in the face of unforeseen challenges with a strong work ethic, positive attitude, accurate, assertive, and adaptable.
Overview
12
12
years of professional experience
Work History
Plan Advisor
UHG-UMR
10.2023 - Current
- Advised clients on health plan options, enhancing understanding of coverage and benefits.
- Mentored oncoming plan advisors, fostering professional growth and development within the department.
- Provided ongoing support to enrolled members, addressing concerns or issues related to their chosen health plans.
- Resolved member inquiries promptly and accurately, demonstrating exceptional customer service skills.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate information to clients.
Customer Service Representative
TCS
10.2020 - 10.2023
- Answer incoming calls and assist customers with life insurance plans.
- Investigate and resolve member inquiries through correspondence and computer research.
- Advise customers regarding policy and benefit information for multiple life insurance plans.
- Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions.
- Contribute to a team effort to meet and exceed service, production, and quality goals.
Customer Service Representative
FIS Global
09.2019 - 10.2020
- Supported institution/Cardholder inquiries on exception issues. (i.e., Status of chargeback services related work, time frames, inquiries into the resolution of fraud, etc.)
- Responded to calls from both issuers and all other departments in relation to escalated concerns.
- Provided ongoing training to associates when needed as well as ensuring the associates are up to date on all process modifications or rule/regulation updates.
- Evaluated and provided feedback on individual and team performance in productivity, accuracy, timeliness, quality, and losses.
Pharmacy Technician
Deans Pharmacy
08.2016 - 08.2019
- Provided information about prescription drug side effects and interactions with patients.
- Maintained records of all prescriptions filled for each patient, including information about what was prescribed, dosage information, and any other pertinent details.
- Performed routine tasks such as counting tablets or preparing materials needed for dispensing medications.
- Complied with local, state, and federal laws, regulations, and policies pertaining to the dispensing of prescription medications.
Call Center Representative
Verizon
03.2015 - 07.2016
- Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Maintained records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Ensured that appropriate changes were made to resolve customers' problems.
- Determined charges for services requested, collect deposits or payments, or arrange for billing.
- Referred unresolved customer grievances to designated departments for further investigation.
- Tested and verified hardware and supported peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.
Childcare Worker
Tons of Fun
08.2013 - 02.2015
- Observed children’s behaviors to determine their mental, physical, emotional, and social development.
- Provided care for infants and children by diapering, feeding, bathing, dressing, and playing with them.
- Assisted in the development of language skills by providing positive reinforcement through singing, speaking in different dialects, and reading aloud to infants and toddlers.
- Collected and distributed mail and messages to teachers and staff members.
- Provided customer service such as answering phones, greeting visitors, and scheduling appointments.
- Received, processed, and responded to student paperwork such as enrollment forms, disciplinary notices, and letters from parents or guardians.
Education
Early Childhood Education -
University of Arkansas at Little Rock
Little Rock, ARHigh School Diploma - undefined
Lee High School
Marianna, AR01.2013
Skills
- Excellent interpersonal and relationship building skills with the ability to influence all levels
- Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of MS Office: Excel, Outlook, Word, and PowerPoint
- Outstanding organizational and conflict management skills with seasoned accuracy in the areas of scheduling, medical terminology, ICD-10, CPT coding, technical support, and customer engagement
- Handle confidential information with integrity and professionalism within HIPAA Guidelines
- Hands-on experience in reviewing, updating, or making changes to accounts
- Thorough knowledge of product philosophy, policy, procedures, documentation, and systems
- Highly analytic thinker with demonstrated talent for planning, initializing, and implementing operational procedures and streamlining complex work procedures
- Proven ability to effectively present information and respond to questions from leadership
- Thorough knowledge of applicable laws, regulations, financial services, and regulatory trends
- Training and mentoring
Timeline
Plan Advisor
UHG-UMR
10.2023 - Current
Customer Service Representative
TCS
10.2020 - 10.2023
Customer Service Representative
FIS Global
09.2019 - 10.2020
Pharmacy Technician
Deans Pharmacy
08.2016 - 08.2019
Call Center Representative
Verizon
03.2015 - 07.2016
Childcare Worker
Tons of Fun
08.2013 - 02.2015
High School Diploma - undefined
Lee High School
Early Childhood Education -
University of Arkansas at Little Rock