Customer Service Manager
Resume:
Tawanja McGill
Durham, NC 27707
**********@*****.***
Objective:
To offer expertise in customer service, organization and planning to an employer that requires a highly adaptable professional with a reputation for success, dependability, creativity, innovation and an eye for detail.
Work experience
2017-Present Charter Communications Morrisville, NC CUSTOMER SERVICE (Technical Video Repair)
Assist customers with trouble shooting technical problems with their account services.
Scheduling technicians for professional home visits.
Updating account services per customer request or needed account corrections.
Assist customers with billing issues & process account payments.
Escalate technical issues for further investigation when necessary.
Provide customers with product information & pricing.
Transfer misrouted calls to correct departments.
Deescalate/escalate customer calls.
2016-2017 Spectraforce Technologies inc. Raleigh, NC BCBSNC CSP (Customer Service Professional)
Assist members with selections and or issues with their medical benefits and billing.
Answer member questions in reference to their benefit eligibility and coverage.
Answer member questions about benefits to assist with their enrollment selections.
Answer member questions about their billing.
Assist members with resolving billing issues.
Provide members with web support or assistance with the online member portal. 2015-2016 Belk's Streets at South point Durham, NC Customer Service/Sales Associate (Part-time)
Assist Customers with their selections.
Ring Customer Sales, returns, presales, orders and input credit applications utilizing a POS system.
Up sale merchandise when possible.
Resolve Customer issues/problems
Provide the highest level of customer service possible 2004-2016 UNC Chapel Hill Chapel Hill, NC
Admissions Support Specialist/Records Manager
Process Student applications for admission into the University
Check each assigned file to ensure that all needed materials for processing are present and accurate
Maintain contact with applicants in order to follow up on or resolve issues and insure deadlines are met
Maintain daily goal of number of applications processed
Receive incoming calls from applicants and perspective applicants
Provided the highest level of service possible
2001-2004 Fashion Bug Durham, NC
Assistant Manager
Train, supervise and motivate a team of 9+ full and part-time associates
Ensure the proper processing and display of merchandise
Oversee and monitor shrink reduction plans
Manage the daily activity of the sales floor
Prepare and analyze operating reports and documents related to opening and closing procedures and bank deposits
Prepare bi-weekly employee work schedule
Prepare stores for physical inventory and execute plans to correct problem areas 2001-2001 Pricewaterhouse Coopers Cary, NC
Beneficiary Support Team Case Specialist
Processed death claims through confirmation of payment of all benefits
Responsible for corresponding with beneficiaries, client contacts, outside service providers and attorneys to facilitate the identification and payment of all client- sponsored death benefits
Determined benefits to which each beneficiary of dependent is entitled
Successfully met multiple corporate deadlines
Benefits Specialist
Assisted associates with health and welfare benefit elections
Answered associates inquiries regarding medical benefits
Processed enrollment transactions
Resolved benefit issues and determined further action when necessary 1997-2000 Mitchell’s Formal Wear Durham, NC
Store Manager
Hired, trained, and supervised a staff of 10+ full and part-time associates
Prepare and analyze all operating reports, documents and all bank deposits daily and weekly
Prepared and maintained employee schedules
Secured business accounts for repeat sales
Maintained the day to day operations of the store in a profitable manner
1996-1997 National Inst. Of Environmental Health Sciences RTP, NC
Administrative Clerk
Processed orders for equipment and materials used in the research laboratories
Processed travel requests and expense reports
Reviewed all requisitions for lab supplies for accuracy and budget compliance
Maintained scheduling of chief of lab
Designed forms that were utilized within the departments to eliminate problems with information exchange
1994-1996 Claire’s Accessories Durham, NC
Assistant Manager
Train, supervise and motivate a team of full and part-time associates
Manage the daily activity of the sales floor
Prepare documents related to opening and closing procedures and bank deposits
Prepare store for physical inventory and execute plans to correct problem areas
1993-1994 General Telephone and Electronics Durham, NC Customer Service Representative
Answered incoming calls from customers regarding orders for phone services connections, disconnections and service changes
Resolved problems with customer’s orders and installation department
Create a positive relationship between customer and GTE through excellent custom service
Education
1995-1997 Durham Technical Community College Durham, NC Business Administration and Marketing and Management 1993-1995 North Carolina Central University Durham, NC Fashion Merchandising Marketing and Management
1992-1993 UNC Charlotte Charlotte, NC
Business Administration Marketing and Management
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