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Customer Service Manager

Durham, North Carolina, United States
February 17, 2018

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Tawanja McGill

**** **** ***** *****

Durham, NC 27707



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


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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