1. Tiffaney Clemments
3700 Preston Road #826 Mobile: (972)741-5907
Plano, TX 75093 tclemments.tc@gmail.com
SUMMARY
Dedicated individual with over 3 years’ experience in healthcare and an unwavering commitment to client support and
organizational success. Possess keen understanding of HIPAA, Personal Health Information, Medicare Enrollment
Guidelines, ERISA, COBRA and HRA/HSA management. Skilled communicator, able to build strong working relationships
with coworkers and business partners.
EDUCATION AND CERTIFICATIONS
Coursework towards Bachelor of Arts in Education University of North Texas
Not completed
Associate of Arts Degree Cedar Valley Community College
Graduated May 2011
PROFESSIONAL EXPERIENCE
Senior Client Support Specialist – OneExchange 08/2015-Present
Richardson, TX
• Directly supervise, mentor and coach a team of approximately 20 client support specialists.
• Monitor and coach client support specialists to ensure company standards, metrics, performance criteria, policies,
and procedures are met in order to continuously improve productivity and performance.
• Take escalated calls from Clients and proactively coach Client Support Specialists to minimize escalations.
• Assist with advance troubleshooting by utilizing knowledge and skills learned during my tenure with the company
and other roles within the organization.
• Work on projects with other departments by analyzing client metrics to ensure goals are met or exceeded.
Client Support Specialist Assistant – OneExchange 09/2014-08/2015
Richardson, TX
• Identified and assessed customers’ needs to achieve satisfaction
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes as well as
following up to ensure resolution on issues that have been escalated.
• Coordinated with internal departments to ensure issue resolution.
• Build sustainable relationships of trust through open and interactive communication while meeting service level
agreements.
Customer Service Representative– OneExchange 09/2013-08/2014
Richardson, TX
• Updated account information to maintain account records.
• Resolved service problems by clarifying the customer's concerns, determining cause, and explaining the best
solution.
• Worked within a team environment to ensure that participants’ concerns and needs were met and resolved in a
timely manner.
TECHNICAL SKILLS
• Microsoft Office: Windows, Word, Excel,
PowerPoint, Access, Outlook.
• Critical Writing (presentations and Written Reports.