Tamika Glenn

Roseville, CA ***** 916-***-**** adwled@r.postjobfree.com

Summary

Personable, friendly and solution-oriented CSR with over 10 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Hardworking accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in standards and best practices.

Skills

Call center operations

Inbound phone call management

Communicating with clients

Talk Desk CRM system expert

Experience

CALL CENTER REPRESENTATIVE 07/2021 - Current

GLS - Rancho Cordova, CA

Maintained strong call control and quickly worked through scripts to address problems. Documented conversations with customers to track requests, problems and solutions. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. SUPERVIOR 02/2018 - 11/2020

Construction Specialties - Sacramento, CA

Resolved customer complaints and adjusted policies to meet changing needs. Established and enforced clear goals to keep employees working collaboratively. Provided ongoing training to address staff needs.

Coached and mentored 60 staff members through constructive feedback to develop long-term career goals. Interviewed applicants, recommended individuals for hiring and evaluated staff performance. Completed thorough opening, closing and shift change functions to maintain operational standards each day. CASHIER TEAM LEAD 10/2018 - 03/2020

Key Holder Goodwill Thrift Store - Folsom, CA

Assisted with training new cashiers and customer service team members to increase speed of onboarding. Scanned, priced and bagged customer groceries quickly to keep lines moving. Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale. Answered customer quests, provided store information and escorted to desired store areas. Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.

Trained new team members in cash register operation, stock procedures and customer service. Education and Training

Art Institute of Sacramento - Sacramento, CA Associate of Arts Baking And Pastry Arts, 03/2013

University of Phoenix - Tempe, AZ Bachelor of Arts Business Management, 04/2018

Art Institute of Sacramento - Sacramento, CA Master of Arts Culinary Arts, 10/2015

Accomplishments

Consistently maintained high customer satisfaction ratings.