Customer Service Associate

TAMARA JOHNSON BUSINESS PROFESSIONAL

Phenix City, AL 36870 • 334-***-**** • *****************@*****.*** Service Professional with 10+ years of experience in servicing consumers, client, and employers. Extensive subject matter expertise in servicing a variety consumer types. Ability to manage and meet deadlines within highly challenging situations while maintaining absolute focus on the main objective. Equipped with a “Can Do” attitude, and a willingness to learn! Areas of Expertise include:

Relationship Building Leadership Issue Resolution

Time Management Detail Oriented Microsoft Office Suite

Strategic Planning Diligence Customer Care

EXPERIENCE & NOTABLE CONTRIBUTIONS

CONCENTRIX • Columbus, GA • 2018 – Present

SR. TRAINER I, 2019 - PRESENT

Served as trainer for various customer service and sales roles.

• Partner with learners, production leaders, and clients to maintain open lines of communication that ensures everyone will be working toward the required goals and agenda.

• Foster a positive training environment that facilitate the development of agents’ skills and abilities needed to meet required objectives. Graduating only quality employees capable of performing at or above the benchmark.

• Work with operation’s partner to develop and implement training curriculum that successfully increased production metrics and quality results. Drive down negative stats by over 50 %.

• Ability to manage and resolve challenges and technical difficulties that arise within the traditional and virtual classroom.

• Maintain multiple systems and administrative tasks necessary to satisfy all duties within my role.

• Partner with Talent Acquisition to assist with developing the desired talent pool. Provided feedback regarding trends, behaviors, performance, and abilities of employees selected.

• Assist with job fair to meet hiring needs of company.

• Screen potential candidates for employment.

• Technical onboarding of employees’ computer system. NOTABLE CONTRIBUTIONS:

• Played a key role in driving performance to exceed client expectations. Act as site key personnel, providing feedback to client regarding ciurriculum. CUSTOMER SERVICE ASSOCIATE II, 2018 - 2019

Intake inbound chat and telephone inquiries to provide in-depth product support to H&R Block Clients to resolve a variety of tax preparation, filing, and return inquiries.

• Maintain and grow a working knowledge of information needed to successfully perform required actions and duties within the role.

• Successfully navigate internal systems to research and gain knowledge needed to resolve client issues within a timely manner.

• Adhere to standard procedures to remain in compliance with company policy.

• Maintain required performance results to assist in company achievement and growth.

• Set positive example for co-workers regarding performance, behavior, learning skills, and growth, along with numerous other skills and abilities.

NOTABLE CONTRIBUTIONS:

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• Selected to assist in handling cases of escalated issues, and provided guidance where needed to assist with client issues.

TOTAL SYSTEM SERVICES • Columbus, GA • 2016 - 2018 FRAUD ANALYST

Strategically monitor real time queues in efforts to identify, process, and report fraudulent activity within the contractual deadlines. Report data regarding workflow and processing systems.

• Oversee 30+ portfolios to prevent and/or minimize fraudulent activity resulting in the reduction of loss and liability for the client and consumers.

• Maintain a working knowledge of information needed to successfully perform everyday duties and requirements while remaining in compliance with regulatory demands, policies and standards.

• Successfully navigate and interpret mainframe systems and responses to properly manage accounts.

• Record and report data to assist in improving the effectiveness and efficiency of workflow operations.

• Generate and run hourly reports to monitor bank status in regard to service level agreements. NOTABLE CONTRIBUTIONS:

• Generate and distribute hourly reports. Willingness to provide assistance is areas of staffing shortages where others may not be.

STATE FARM MUTUAL INSURANCE • Atlanta, GA • 2013 - 2015 INSURANCE ADJUSTER

Intake and investigate automobile accidents in order to access liability and properly indemnify the involved parties.

• Phone based interview of involved parties and eyewitnesses to obtain a detailed account of events surrounding the accident.

• Performed claim audits in preparation for subrogation to ensure overall accuracy of claim.

• Coordinate and set necessary appointments in effort to quickly restore customers back to their original state.

• Strategically plan to ensure execution of events within legal limits while maintaining the professionalism and integrity of the organization.

• Create and maintain a detailed record of claims. NOTABLE CONTRIBUTIONS:

• Selected to prepare and present brief presentations within team meetings. EDUCATION

Bachelor of Science, Business • 2018

UNIVERSITY OF PHOENIX

Human Resource Management Certificate of Training • 2015 UNIVERSITY OF PHOENIX

Associates, Business Administration • 2011

WESTWOOD COLLEGE

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