Customer Service Contact Center

Tammy Frost

***** ****** ***, ********* **, *****

301-***-**** *****.******@*******.***

EMPLOYMENT

Nov 2023- Dec 2023 Fraud Specialist

M&T, Millsboro

Research and resolve customers issues.

Make decisions regarding the placement of exclusions by researching current activity.

Escalate and ensure resolution of complex problems as appropriate.

Research and respond to inquiries for additional information from internal departments regarding ongoing investigations.

Jun 2022- Nov 2023 Contact Center Customer Service

M&T, Millsboro

Identify and address customer needs by using appropriate identification methods. Identify opportunities to suggest alternative bank products and or services.

Research customer complaints or problems related to their accounts and resolve them in a timely and accurate manner.

Take ownership of the cutomer issue and follow-up with the customer once servicing is complete.

Dec 2020- Apr 2022 Contact Tracer

NORC, Remote

Reach out to contacts who have been exposed to COVID-19 and provide health education.

Identify and gathering information about a

patient’s symptoms, exposure and travel history.

Set up appointments for the vaccine.

Dec 2016- Present Event Organizer

Patrick Shifflett Foundation, Clarksburg

Collaborated with sponsors and hosts to promote events. Developed and retained strong customer rapport. Organized venues, budgets, guest lists, catering and event timelines. Attended and participated in foundation events. Negotiated vendor rates and coordinated contract details. Networked to obtain potential event sponsors.

Apr 2004- May 2016 Preschool Teacher

The Children’s Center, Damascus

Communicated with parents, students and

faculty to provide feedback and discuss.

strategies.

Collaborated with other faculty to review.

data and address learning objectives.

Completed and filled out all paperwork for

classroom activities, including meal count sheets and attendance logs.

Used a variety of tools to improve instruction methods.

Feb 1996- Apr 2000 Travel Manager

Travel Partners, Gaithersburg

Preformed various administrative functions.

including filing paperwork, delivering mail

and bookkeeping.

Managed quality assurance programs and

customer surveys.

Handled the hiring of new employees as

well as scheduling.

Trained and mentored new team members.

In charge of accounts payable systems and policies.

May 1989- Jan 1994 Travel Agent

Travel Resources, Rockville

Made travel reservations including flights,

rental car and hotel accommodations.

Handled arrangements for groups,

executives, and special need clients.

Asked open ended questions to gain a better understanding of client’s needs for travel options.

Coordinated travel for survivors coming to DC for the opening of the Holocaust Museum.

Skills

Workflow management

Managing events start to finish.

Organization

Time management

Planning and coordinating

Reporting and documentation

Problem solving

Adaptability

Team player

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