Summary
Overview
Work History
Education
Skills
Timeline
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Tanya Watchman

Phoenix

Summary

Strong problem-solving abilities and excellent communication skills. Committed to contributing to team success and achieving positive results. Ready to tackle challenges and advance organizational objectives.

Overview

9
9
years of professional experience

Work History

Project Coordinator

ProTeX
08.2023 - Current
  • Utilize Excel, Word, Email, and search engines with fast typing and proper grammar.
  • Photocopied and distributed documents to project managers.
  • Verify scope based on contracts or proposals, breaking out phases of work.
  • Calculate contract amounts per work phase.
  • Coordinated project timelines, ensuring deadlines and resource allocation.
  • Analyzed performance data to improve workflows.
  • Liaised between departments for effective communication on project updates.
  • Created and maintained job files for projects.

401K and Pension Retirement Support II /Inbound Call Center Representative

Fidelity Investments, Participant Services
06.2019 - 08.2023
  • Developed standardized responses for frequently asked questions, improving response time efficiency.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and backed up other customer service managers.
  • Responded proactively and positively to rapid change.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Managed high-volume inbound calls, providing exceptional customer service and support.

Inbound Call Center Representative

USAA Federal Savings Bank
05.2017 - 06.2019
  • Managed high-volume inbound calls, providing exceptional customer service and support.
  • Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
  • Utilized CRM software to document interactions and track customer requests systematically.
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.

Medical Billing and Coding/Accounts Receivable

Heights Healthcare and Rehabilitation Center
05.2016 - 07.2017
  • Took pride in being the first face/voice to greet clients and help staff in all departments of the facility.
  • Maintained/handled confidentiality and confidential information.
  • Prepare meetings, take notes, and memos, and transcribe relevant information.
  • Extensive knowledge of administrative duties and accounts receivable.
  • Excellent computer, grammar, and communication skills.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Learned and adapted quickly to new technology and software applications.


Education

Certificate - Medical Billing and Coding - Healthcare Administrative Assistant

Pima Medical Institute
Denver, CO
01.2017

High School Diploma -

West Mesa High School
Albuquerque
05-2015

Skills

  • Problem-solving
  • Detail-oriented
  • Customer service
  • Conflict resolution
  • Data entry
  • Excellent written and oral communication
  • Typing speed efficiency

Timeline

Project Coordinator

ProTeX
08.2023 - Current

401K and Pension Retirement Support II /Inbound Call Center Representative

Fidelity Investments, Participant Services
06.2019 - 08.2023

Inbound Call Center Representative

USAA Federal Savings Bank
05.2017 - 06.2019

Medical Billing and Coding/Accounts Receivable

Heights Healthcare and Rehabilitation Center
05.2016 - 07.2017

Certificate - Medical Billing and Coding - Healthcare Administrative Assistant

Pima Medical Institute

High School Diploma -

West Mesa High School

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Tanya Watchman