Customer Service Representative
Resume:
Tanzia Jones
Warren, MI *****
ady57p@r.postjobfree.com
Results-driven and highly qualified professional with proven track record of exceeding client expectations.
Notably recognized for providing outstanding customer service, increasing efficiency, productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall
organizational performance and customer satisfaction through strategic practices. QUALIFICATION SKILLS
• CRM Platforms & Retail Sales
• Research & Resource Management
• Troubleshooting & Computer Literacy
• Collaboration & Relationship Building
• Detail-Oriented & Exceptional Work Ethic
• Excellent Verbal and Written Communication
• Accurate Data Entry & Database Management
• Innovative Marketing & Negotiation Competency
• Strong Time Management & Organizational Skills
• Emotional Intelligence & Customer Service Expert
• Conflict Resolution Proficiency & Cross Functional Leadership Work Experience
CUSTOMER SERVICE REPRESENTATIVE
DIRECT TV ( REMOTE ) - Troy, MI
January 2021 to June 2023
Professionally handled incoming requests from customers and ensured that issues were resolved both promptly and thoroughly; addressed general product related inquiries regarding features, availability and pricing.
• Efficiently gathered customer information, accessed and fulfilled customer needs, educated customers regarding company's services and documented interactions through contact tracking.
• Provided quality service and support in a variety of areas including sales of internet, cable, home security and phone service, resulting in a 30% increase in valued customers.
• Continuously evaluated and identified opportunities to drive process improvements that positively impacted the customer's experience.
CUSTOMER SERVICE / FRONT-END COLLECTOR
CREDIT ACCEPTANCE - Southfield, MI
June 2015 to January 2021
Contacted past due customers (lawfully) regarding auto loan payments, persuading customers using the "company call model", assisting in bringing their accounts current; investigated, skip-traced, and arranged repossessions of vehicles on delinquent accounts.
• Maintained compliance with required internal controls and departmental procedures; analyzed unapplied amounts within company specified guidelines.
• Managed customer accounts within assigned portfolio by engaging in phone calls and/or emails; identified problems that affected payment handling and collection, such as missing clients and units ceded to a third party or broker.
ONSTAR TECHNICAL ADVISOR
GENERAL MOTORS - Warren, MI
November 2013 to June 2015
Provided technical leadership, guidance and direction on the design, development, security, infrastructure, testing and implementation functions of information management systems.
• Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures; researched, analyzed and troubleshooted customer issues that involved any or all scopes of the OnStar service.
• Influenced monthly leadership staff meeting agendas, ensuring the most important topics and business hot points were being framed and considered properly. CUSTOMER SERVICE SPECIALIST / BEAUTY ADVISOR
WALGREENS DRUG STORE - Warren, MI
May 2010 to November 2013
Assisted customers in completing purchases, upgrades, and returns, and frequently provided advice and technical assistance, ensuring customers were receiving the utmost customer service.
• Continuously evaluated and identified opportunities to drive process improvements that positively impacted the customer's experience, increasing positive customer feedback.
• Coordinated with store manager and loss prevention, generating different plans to improve inventory losses, ultimately yielding a decrease of losses in the Beauty and Health Department by 10%.
• Engaged in the appropriate steps to secure member accounts and provided members with guidance and education related to company's products and services.
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