Tonia Blanton
Phoenix
Summary
Highly personable Customer Service Representative with over ten years of experience in account management, claims, Prior Authorization and call-center operations within the insurance, transportation and freight industries. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Assisting in training new agents, preparing to take live calls in call center. Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Proficient with Microsoft Office System, including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook Authorized to work in the US for any employer
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TransPerfect
07.2024 - Current
- Assist customers with Credit card payments, lost/ stolen reports, credit line creases, and answer questions.
Caregiver
Good Neighbor
10.2009 - 02.2025
- Light housekeeping
- Picked up prescriptions
- Prepare meals
- Bathe
- Transport to and from appointments
- Grocery shop
- Order Medical supplies
- Laundry
Customer Service
Peckham
12.2023 - 06.2024
- Answer Inbound calls, Assisting Customers with general questions. Regarding how to apply for Passports, Inform Customers on which forms are needed, documents, fees, processing time and schedule appointments to apply in person.
Customer Service Representative
MTM
12.2022 - 05.2023
- Scheduling transportation
- Insurance verification
- Dispatch and confirm appointments
Cashier
Safeway
08.2021 - 10.2022
- Cashier
- Bag groceries
- Cash handling
Patient Service Representative
Desert Spine & Sport
05.2020 - 08.2022
- Greet Customers
- Answer calls
- Schedule appointments
- Update Patient demographics
- Process payments
- Open & Distribute Mail
- Prior auth and Scan documents
Customer Service Associate
ModivCare
01.2020 - 05.2020
- Answering Inbound calls from Members
- Assisting Members with setting up Medical Transportation
- Prior authorization
- Medical eligibility
Patient Care Associate
Preferred Homecare
04.2019 - 05.2020
- Answer Inbound calls
- Process medical equipment orders
- Schedule deliveries
- Process payments
- Answer questions
Customer Service Representative
Concentrix
12.2017 - 03.2019
- Answer Inbound calls
- Order Entry
- Process Payments
- Answer questions
- Tech Support
Customer Service
Waste Management
11.2016 - 06.2017
- Data Entry
- Set. Up commercial accounts
- Assist customers with scheduled pick up dates
- Customer complaints
Customer Service
Consumer Cellular
05.2015 - 10.2016
- Assist customers with products and services
- Billing
- Payments
- Open and. Close accounts
- Technical support
- Payment arrangements
Customer Service
Direct Energy
07.2013 - 06.2015
- Answered Inbound calls
- Assist customers with HVAC questions
- Schedule appointments for air conditioning
- Plumbing needs.
Customer Service
APAC Call Center
09.2011 - 09.2013
- Order entry
- Pre approval for cell phone accounts
- Set up appointments for instillation
- Payments
Behavioral Health Technician
Arizona Healthcare
10.2012 - 07.2013
- Behavioral Tech
- Group meetings
- Assist. Client's with preparing meals
- Transport to appointments
- Light House keeping
- Grocery shop
- Assist with medication
- Order medication
Customer Service Lead
Logisticare
12.2007 - 09.2009
- Serve as Customer Service Lead for a major transportation company serving 10 states.
- Promoted to a team lead of 25 employees in daily call center operations.
- Collaborate with Customer Service Manager to create strategic plans to enhance customer satisfaction.
- Provide employees with tools to maintain and increase service levels to both internal and external customers.
- Work closely with other departments to promote incentives, clarify information, and distribute reports.
- Gather, analyze, and report daily/weekly/monthly calls and service statistics.
- Schedule transportation
- Prior Authorization
Customer Service
Bank of America
01.2005 - 01.2006
- Answer customer questions about activity on their account.
- Fraudulent claims
- Investigate unknown
- Credit accounts
Customer Service Representative
Best Western
06.2003 - 01.2005
- Reservations
- Answer incoming calls
- Setup
- Modify
- Change
- Cancel reservations
Customer Service
California Overnight
01.2000 - 06.2003
- Schedule package pick ups
- Track packages
- Customer complaints
- Up sell
Customer Service
Metro One
04.1995 - 12.1999
- Information look up
- Restaurant reservations
Education
High school or equivalent - General Studies
South Mountain High School
Phoenix, AZ05.1991
Skills
- Cleaning Experience
- HIPAA (10 years)
- Medical Scheduling (2 years)
- EMR Systems (2 years)
- Customer service (10 years)
- Behavioral Health (2 years)
- Technical Support (2 years)
- Medical Records
- Statistics
- Typing (10 years)
- Time management
- Medical receptionist (2 years)
- Clerical Experience (5 years)
- Computer skills (10 years)
- Caregiving (10 years)
- SAP (5 years)
- Home Care (10 years)
- Microsoft Access (10 years)
- Google Docs (5 years)
- Upselling (3 years)
- Organizational skills
- Front desk (4 years)
- Meal Preparation (10 years)
- Microsoft Outlook (10 years)
- Order Entry (5 years)
- Account Management
- Insurance Verification (4 years)
- Medical office experience
- Laundry
- Patience, Attentiveness, Time management, Goal oriented focus, Knowledge of product, Team player (10 years)
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Follow-up skills
- Product knowledge
- Customer relationship management (CRM)
- De-escalation techniques
- Building rapport
Certification
- Driver's license August 2020 to March 2038
- CPR Certification November 2021 to November 2024
- First Aid Certification November 2021 to November 2024
Timeline
Customer Service Representative
TransPerfect
07.2024 - Current
Customer Service
Peckham
12.2023 - 06.2024
Customer Service Representative
MTM
12.2022 - 05.2023
Cashier
Safeway
08.2021 - 10.2022
Patient Service Representative
Desert Spine & Sport
05.2020 - 08.2022
Customer Service Associate
ModivCare
01.2020 - 05.2020
Patient Care Associate
Preferred Homecare
04.2019 - 05.2020
Customer Service Representative
Concentrix
12.2017 - 03.2019
Customer Service
Waste Management
11.2016 - 06.2017
Customer Service
Consumer Cellular
05.2015 - 10.2016
Customer Service
Direct Energy
07.2013 - 06.2015
Behavioral Health Technician
Arizona Healthcare
10.2012 - 07.2013
Customer Service
APAC Call Center
09.2011 - 09.2013
Caregiver
Good Neighbor
10.2009 - 02.2025
Customer Service Lead
Logisticare
12.2007 - 09.2009
Customer Service
Bank of America
01.2005 - 01.2006
Customer Service Representative
Best Western
06.2003 - 01.2005
Customer Service
California Overnight
01.2000 - 06.2003
Customer Service
Metro One
04.1995 - 12.1999
High school or equivalent - General Studies
South Mountain High School
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