Temyia Thomas-Coleman
Crete
Summary
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.
Proven success in resolving high-stress conflicts and escalating issues to ensure positive outcomes and enhanced customer loyalty, making me an ideal candidate for a Claims Advocate role.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Harold Washington Social Security Center
10.2024 - Current
- Expertly managed high-stress situations, maintaining professionalism while effectively resolving complex constituent disputes or conflicts related to federal services.
- Demonstrated strong claims advocacy skills by handling escalated calls efficiently and finding satisfactory resolutions for both customers and the organization.
- Improved customer satisfaction and loyalty by promptly addressing concerns and providing accurate, timely information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and tracking of issues for complete resolution.
Officer, Treasury Management Consultant
Northern Trust Bank
03.2019 - 10.2023
- Delivered high-quality support and consultation to corporate clients regarding complex treasury products and services, ensuring service continuity and maximizing client satisfaction.
- Acted as the primary liaison for client issue resolution and follow-up communications, managing complex financial claims and service disputes.
- Conducted detailed issue research to deliver timely and effective solutions, consistently focusing on minimizing client risk and service disruption.
- Led multi-location support teams and facilitated comprehensive client training across various time zones.
Patient Access Representative
Family Christian Health Center
03.2018 - 02.2019
- Managed patient registrations, admissions, and insurance verifications efficiently in a fast-paced healthcare environment.
- Ensured strict HIPAA compliance while accurately recording and managing patient data in EMR systems.
- Handled incoming calls and document processing, which involved validating critical patient information for billing and access to services.
Officer, Treasury Management Implementation Coordinator
Northern Trust Bank
11.2004 - 04.2016
- Oversaw the seamless onboarding and implementation of treasury services for new corporate clients, establishing the foundation for positive long-term customer experience.
- Led cross-functional projects, ensuring accurate documentation and compliance, which mitigated risk and prevented future service claims.
- Provided training to staff and contributed directly to quality control improvements, boosting departmental efficiency and client service reliability.
Education
High School Diploma -
CVS
ChicagoSkills
- Customer Experience
- Treasury Management
- Critical Thinking
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Claims and Advocacy
- Attention to Detail
- Call center operations
Accomplishments
- Achieved excellent execution by effectively collaborating with an internal partner to successfully resolve a complex issue involving an ACH international wire transfer, ensuring complete client satisfaction.
- Collaborated effectively with a partner to proactively identify and correct a critical data oversight entered into one of our top client's record. We successfully mitigated the risk of a high-visibility mistake, ensuring data integrity and preserving our professional standing with one of our key clients.
Timeline
Customer Service Representative
Harold Washington Social Security Center
10.2024 - Current
Officer, Treasury Management Consultant
Northern Trust Bank
03.2019 - 10.2023
Patient Access Representative
Family Christian Health Center
03.2018 - 02.2019
Officer, Treasury Management Implementation Coordinator
Northern Trust Bank
11.2004 - 04.2016
High School Diploma -
CVS
AWARDS
Excellence in Execution Award: For assisting with a time-sensitive international wire transfer., Focused Client Relationship Award: For exceeding expectations on an urgent client request., AIM for Excellence Award: For outstanding client servicing.