Customer Service Office
Resume:
Tangela M. Powells
** ********* ***** *** *******, VA 23666
Mobile: 757-***-**** E-Mail: **********@*****.***
Qualifications
Very diverse background consisting of an extensive amount of training as well as on the job experience in customer service, administration, cross trained in helpdesk support, pbx switchboard and supervision. During this time, I developed many valuable assets including the ability to quickly assess client needs. I have been frequently called upon to train new personnel due to my quick grasp of computer software and due to my strong customer service orientation.
WORK EXPERIENCE
Help desk support, Dollar Tree Inc. 2018-present
Take inbound calls from field techs
Assist with clarifying instructions on removal/setup
Provide checkout codes
Tier 1/2 Tech Support Representative, Cox Communications 2013-2018
Take inbound calls for Cox Communication customers
Effectively uses troubleshooting tools such as EdgeHealth, Polaris, DART and large customer database.
Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.
Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customer’s needs.
Handles escalated calls from Tier 1 or de-escalated from Tier 2.5
Educates customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.
Customer Service Associate, Sentry Insurance 2/2011-3/2013
Provide information regarding non-standard auto Products
Maintain policies by taking payments, reinstating, changing coverage etc.
Verify eligibility and update all account information when necessary.
Skilled in correspondence and dmv maintenance.
Appointment Clerk, Hampton Roads Appt Center 6/2006 – 2/2011
Using CHCS, schedule and cancel appointments for patients at MTFs (multiple clinics). Coordinates in a professional and courteous manner, with patients and clinic staffs to resolve patient issues and concerns.
Provide an explanation of TRICARE benefits, and answer questions regarding enrollment, portability and eligibility.
Input telephone consults in CHCS to the physicians enabling patient/provider contact on medical issues and concerns.
Verify patient eligibility through DEERS, confirm TRICARE status in CRIS, and update patient demographics in CHCS.
Use CHCS to track and schedule referral appointments to the specialty clinics at the MTFs.
Education
AIU University, Business Administration Major, concentration in Information Systems
References available upon request
Recommendation Letter
From:Sykes, Sharlene Y. (CIV) (********.*****@***.****.***)
To Whom It May Concern:
Recommendation for Tangela Powells
I have worked very closely with Ms. Powells during the several years while she has served as an appointment clerk in my office. Tangela has excelled in this role and maintained one of the highest levels of productivity for an appointment clerk during my 14 year tenure with the company. Tangela produced a high volume of work while maintaining high standards for quality and accuracy.
Ms. Powells possesses the ultimate "can do" attitude while taking on all tasks with a positive energy and a smile. Her upbeat personality and engaging personal style enables her to interact effectively with our customers, co-workers and government partners. Tangela is very well organized and detail oriented.
Ms. Powells takes initiative to go beyond the expected parameters of her job. All the intangibles that lead to success in the workplace are in order with Tangela. There will be no unpleasant surprises and I am confident she will fit in and add to any places morale.
I volunteered to write this recommendation for Tangela because I am very grateful for her contributions to our office and very confident that she has the intelligence, work ethic and communications skills to add value wherever she works. Please feel free to contact me if you have any questions about this outstanding young woman.
Sincerely,
Sharlene Sykes
Appointment Team Lead
TriWest Healthcare Alliance
********.*****@***.****.***
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