Customer Service Call Center

TAMARA KILONZI

Phone:713-***-****

**************@*****.***

CAREER FOCUS

Customer Support

SUMMARY

More than 20 years of customer service experience in diverse industries, including Health and Life Insurance, Transportation, Banking and Finance.

Creative problem solver, excellent time management and exceptional communication skills

Microsoft Word, Excel, PowerPoint, Internet Explorer, Outlook EXPERIENCE

Financial Aid CSC

Interfaith Community,HoustonTX Nov 2022 to present

Provides superior service to customers seeking assistance with training and/or childcare in a fast paced, multi-functional call center environment.

Counsel customers via telephone regarding career planning and educational options and helps customers obtain financial assistance and services in order to find a job.

Assists customers with applications and required documents for financial assistance with childcare needs.

Data entry and communication with internal/external customers (residents, financial aid payment office, approved schools, Workforce solutions employees etc). Interactions are high volume via phone and/or other virtual communication methods.

Customer Support Supervisor

FourCi, Spring, TX Aug 2021 to Oct 2021

Assisted customers in processing unemployment claims

Supervised and monitored frontline employee’s day to day workflow.

Responsible for the development and motivation of employee and ensuring that they have the necessary resources to do their job.

Identify individual and group training needs and work with management team to develop the best approach for improvement. Develop individual plans for improvement. Customer Experience Supervisor

WoodForest Bank, The Woodlands TX May 2018 to June 2021

Assists customers by providing exceptional customer service, accurately and efficiently processing their transactions.

Engages in Conversation with customer by actively listening and asking questions.

Introduces customers to other team members as appropriate, to proactively help meet their financial needs.

Informs customers of self-service digital options (as appropriate) to make banking easier for them.

Follows policies and procedures to minimize risk.

Handles calls from tier 1 customer service representatives TAMARA KILONZI 713-***-**** CONTINUED PAGE 2 OF 3

Customer Service specialist I

Vantiv, Houston TX April 2017 to Jan 2018

Attend customer calls, prioritizes, and responds to customer issues by phone, email, and remote support tools.

Trouble shoot and resolves customer technical issues to the customer’s satisfaction

Setup new and existing accounts and installation of back office and merchant services with other devices that are compatible with our products.

Utilizes product knowledge to describe functions, features, and details to customers over the phone. Licensed Insurance Broker

Aon Hewitt, The Woodlands TX July 2016 to Jan 2017

Enrolled Medicare recipients in health, vision and dental plans which were Medicare advantage plans.

Assisted customers in choosing health plants that were compatible to their needs. Licensed Insurance Broker

Aetna Insurance October 2014 to June 2016

Establish client relationships with policyholders and follow up as needed

Quote and bind new and renewed policies with company-provided leads

Support policy holders by responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions and billing clarification. Service Agent at the station

Federal Express, Houston TX Sept 1987 to June 2004

Greeted customers entering the store to ascertain what each customer wanted or needed.

Described product to customers and accurately explained details and care of merchandise.

Assisted customers in person and via telephone

Effectively communicated with and supported sales, marketing, and administrative teams daily.

Scheduled weekly pickups and deliveries to customers

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Redirected shipments end route in response to customer requests. Customer service (call center)

Federal Express, Houston June 2004 to April 2014

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Identified chronic customer issues by creating and maintaining customer complaint log

Managed high call volume with tact and professionalism.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

TAMARA KILONZI 713-***-**** CONTINUED PAGE 3 OF 3

Administrative Assistant

McNally, Pittsburg KS Sept 1976 to July 1986

Ordered and distributed office supplies while adhering to a fixed office budget.

Managed office supplies, vendors, organization and upkeep.

Answered and managed incoming and outgoing calls while recording accurate messages.

Helped distribute employee notices and mail around the office.

Drafted biweekly time sheets for executives and employees. Education

Accounting

Pittsburgh State University – Pittsburgh, KS

Microsoft office

Lonestar Community College

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