Resume of Tamiko M.Foard dmshgy@r.postjobfree.com 704-***-****

Objective: To secure a position in a fast paced atmosphere that would allow me to use my exceptional customer service skills and problem solving abilities to be an asset to the right employer.

Education: Kecoughtan High School, 1989, Obtained Academic Diploma Norfolk State University, 1991-1993, Medical Records Admin. Major

Employment:

08/11-present SMS Systems, Charlotte, NC Contact Center Agent Responsibilities include responding to a high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents; obtains required account information data, enters the data on-line into singlepoint or other databases, explains escalation processes to customer as needed, provides backup to various contact center queues, answers questions via telephone or email about open or current service calls, routinely reviews open incidents to ensure SLA adherence, conducts research to answer customer inquires, follows up with customers and/ or engagement manager to provide information on actions taken. Assists in special projects as time permits.

01/09-04/09 Bank of America, Treasury Service Advisor Charlotte, NC Responsibilities included providing continuous support for high end business clientele to ensure customer satisfaction with commercial accounts, transferring of large sums of money between accounts per customer request, assisting with payments toward commercial loan balances., researching of encoding errors, deposits, and lockbox transactions, providing support to banking centers nationwide to assists with TPP issues.

01/18-02/08 Bank of America, Manager On Call (MOC) Norfolk, VA Responsible for pulling hourly, daily, and monthly reports for team to monitor performance, handled escalated calls from customers to ensure customer satisfaction, assisted associates with quality issues as well as developed action plans to help them meet goals set forth by management, and provided back up support on the IEX scheduling system to ensure customer the inbound department is meeting required service levels.

03/07-01/08 Bank of America, Customer Assistance Rep Norfolk, VA Responsible for assisting customers with hardship solutions to help company resolve bad debt and ensure customer retention, collection on delinquent credit card accounts, and working with outside debt agencies to ensure all customers receive necessary assistance.

References Available Upon Request