Customer Service Support
Resume:
TIRARA BARNES
Atlanta, GA *****
+1-470-***-**** - *************@*****.***
PROFESSIONAL SUMMARY
Experienced business professional with a strong background in sales, customer service, prospecting, and lead generation. Seeking a position that offers new challenges and opportunities for career growth and advancement. Service-oriented insurance agent dedicated to delivering high-quality customer service by accurately assessing client needs and recommending the most useful policies and products. Dedicated Customer Service Representative excelling at providing exceptional customer service through active listening and problem-solving. Expertise in providing customer support in high call volume environments. Efficient Call Center Representative with exceptional computer aptitude and telephone etiquette.
WORK HISTORY
08/2024 to Current Retention Specialist
RUI usa – Alpharetta, GA, US
Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
•
Managed a high volume of incoming calls, emails, and chats from remote customers, consistently meeting or exceeding performance metrics
•
Demonstrated strong problem-solving skills by effectively troubleshooting technical issues for remote customers and providing accurate solutions
•
Maintained detailed records of customer interactions and transactions using CRM software, ensuring accurate documentation for future reference
•
Collaborated with cross-functional teams to escalate complex customer issues and ensure prompt resolution
•
Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
•
Adapted quickly to new technologies and software platforms used for remote customer support
•
Developed a deep understanding of products/services offered to provide knowledgeable assistance to remote customers
•
Built rapport with remote customers by actively listening to their concerns and empathizing with their situations
•
Effectively communicated product updates, promotions, and policies to remote customers through various channels (phone, email, chat)
•
Assisted in training new team members on company policies/procedures related to remote customer service operations
•
Achieved 95% average first-call resolution rate by efficiently addressing the needs of remote customers during initial contact
•
Resolved an average of 15+ escalated cases per day from dissatisfied clients resulting in 60% increase in overall satisfaction levels
•
Identified opportunities for process improvement within the customer service department based on feedback received from remote customers
•
• Achieved average of 90% save rate
Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
•
Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
•
Built constructive customer relationships to improve loyalty and recommendations.
•
08/2018 to Current Parent Partner
Parent Teacher Student Association – Atlanta, GA, US I work with many families, students, teachers, administrators, and business and community leaders and I am devoted to the educational success of children and the promotion of family engagement in schools
•
• Volunteered within educational settings.
Served as a liaison between families and school personnel, promoting effective communication and collaboration among all stakeholders.
•
• Facilitated student engagement by reading and distributing tasks with teachers. Connected families with community resources to address various challenges such as housing, food insecurity, and healthcare access.
•
• Coordinated and managed various schoolwide events. Implemented evidence-based practices to promote positive parenting skills that enhance child development outcomes.
•
• I encourage and meditate between teacher, student and parent relationships I work with the faculty to enhance the school environment and improve student achievement
•
• Collaborated with children to address and improve behavioral challenges. Collaborated with elementary, middle, and high school students to foster academic growth and personal development.
•
Participated in professional development opportunities to stay current with best practices in family engagement and support strategies.
•
Monitored student attendance patterns to identify potential issues requiring parental intervention.
•
Promoted early literacy initiatives by offering guidance on age-appropriate reading materials for families.
•
• Helped parents developing coping skills and plans for routine and crisis situations. Provided crisis intervention and support for families experiencing challenges such as behavioral concerns, mental health issues, or adverse life events.
•
Established partnerships with local organizations to expand available support networks for families.
•
11/2022 to 06/2024 Customer Service Representative 2 (CSR) Bakkt – Alpharetta, GA, US
• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication
•
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
•
Keep records of customer interactions, process customer accounts and file documents
•
• Follow communication procedures, guidelines
• Billing issues
• Fraud management
• Product feature inquiries
• Resolving username and password difficulties
• Troubleshooting application and web browser issues
• Navigating customers through various apps
• Data back-up, sharing & synchronization troubleshooting
• Verifying proper hardware and software configuration and set up Diagnosing and resolving issues including internet connectivity, email, application downloads, and more
•
Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
•
Collaborated with cross-functional teams to identify and resolve complex technical issues
•
Performed remote diagnostics to identify root causes of technical problems and implemented appropriate solutions
•
• Addressed customer complaints, enhancing overall experience.
• Assisted customers to resolve inquiries and improve satisfaction. Assisted customers in navigating company website and placing online orders, improving overall user experience.
•
Developed feedback system for customers to share their service experience, leading to actionable improvements.
•
Led quarterly customer service meetings to review performance and set goals for improvement.
•
• Accomplished multiple tasks within established timeframes. Supervised operations staff and kept employees compliant with company policies and procedures.
•
• Addressed customer inquiries to resolve issues and ensure satisfaction.
• Improved customer retention by providing exceptional service and follow-up.
• Enhanced customer loyalty with prompt and efficient problem-solving.
• Handled incoming calls for assisting customers with questions and concerns. 07/2022 to 11/2022 Collections Specialist
American Honda Finance Corporation – Alpharetta, GA, US Auto Dialer collections- make outbound and receive inbound calls on accounts that are 2-29 days past due and assist customers with bringing their accounts current
•
• Successfully assist customers with their accounts needs Investigated and resolved discrepancies between customer payments and invoices, ensuring accurate account reconciliation
•
Conducted regular meetings with sales representatives to address outstanding payment issues and provide updates on collections efforts
•
• Processed payments and applied to customer balances. Managed relationships with third-party collection agencies, ensuring compliance with company policies and legal requirements
•
Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
•
Collaborated with credit analysts to evaluate the financial stability of customers and make informed decisions on credit terms
•
Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
•
Developed strategies to minimize bad debt write-offs through effective risk assessment and credit control
•
Developed and maintained relationships with key clients, facilitating prompt resolution of payment issues and minimizing bad debt write-offs
•
Utilized accounting software to track and monitor accounts receivable aging, identifying high-risk accounts for immediate attention
•
Negotiated payment plans with delinquent customers, successfully recovering 90% of outstanding balances
•
Implemented an efficient collections process, resulting in a 60% reduction in overdue payments
•
Collaborated with sales team to resolve billing discrepancies and disputes, improving customer satisfaction and reducing payment delays
•
• Negotiated to collect balance in full.
Worked in call center environment handling manual and automatically dialed outbound calls.
•
Improved customer payment compliance through negotiating mutually agreeable repayment plans.
•
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
•
11/2021 to 07/2022 Customer Advocate
Delta Dental Ins. – Alpharetta, GA, US
Researching and responding to customers by telephone, electronic or written inquiries and providing excellent service to customers with information regarding basic eligibility, benefits and claims status with emphasis on customer retention
•
Responds to basic telephone, electronic, written inquiries from dental or vision professionals, groups, subscribers and brokers or customers
•
Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic and written inquiries
•
Communicates basic eligibility, benefits and claims status and forward specific inquiries as directed for priority resolution
•
Accurately completes online, hard copy forms and route to the appropriate department
•
Documents each customer encounter or resolution in the appropriate computer tracking system
•
Obtains pertinent patient demographics and documents this information in a patient database when required
•
Provides information for subscribers such as questions pertaining to insurance, billing, claims or eligibility
•
• Identifies, reports and documents system discrepancies
• Meets and maintains production standards, counts and inquiry response turnaround Provided exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner
•
Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction
•
Effectively communicated product information, policies, and procedures to customers to address their concerns and provide accurate solutions
•
Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
•
Resolved 98% of customer issues on the first contact by utilizing extensive product knowledge and problem-solving skills
•
Collaborated with cross-functional teams including sales, technical support, and billing departments to resolve complex customer problems
•
Assisted in training new customer care advocates on company policies, procedures, products/services knowledge, and effective communication techniques
•
Developed strong relationships with key clients by providing personalized attention tailored to their specific needs
•
Assisted in developing FAQs (Frequently Asked Questions) documentations that helped reduce repetitive inquiries from customers
•
Recognized as top-performing advocate based on consistently exceeding monthly performance targets
•
Collaborated with the marketing department on campaigns targeting existing customers to promote loyalty programs or special offers
•
Assisted in the implementation of new customer care software, resulting in improved efficiency and reduced response times
•
Collaborated with product development teams to provide insights from customer feedback for future product enhancements
•
Maintained up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers
•
Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
•
• Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information. 08/2021 to 07/2022 Administrative Assistant/Customer Service Representative US Staffing Agency – Atlanta, Ga ( Remote)
• Maintained up-to-date knowledge of customer accounts
• Assisted customers in person
Developed and maintained strong relationships with vendors, negotiating contracts for cost savings and improved service quality.
•
Oversaw inventory management, maintaining optimal levels of supplies while minimizing costs.
•
• Operated the cash drawer
• Provided excellent technical support
Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
•
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
•
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
•
Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
•
Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
•
Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
•
Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
•
Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
•
• Worked effectively in fast-paced environments.
Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
•
Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
•
Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
•
• Updated reports, managed accounts, and generated reports for company database. Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
•
Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
•
Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
•
Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
•
• Developed filing system for historical documents, preserving important company records and improving access to information.
Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
•
12/2019 to 06/2021 Call Center Representative/Team Lead Response Mine Interactive – Atlanta, GA, US
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem-solving
•
• Politely assisted customers over the phone
• I obtained excellent customer service satisfaction
• Followed up with customers on unresolved issues
• Addressed an average of 300 customer inquiries and complaints each week
• Help train new representatives and help develop current representatives
• Efficiently and effectively developed training manuals
• Efficiently and effectively address areas of improvement with all Staff Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
•
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
•
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
•
Managed high call volumes while providing exceptional customer support and maintaining professional composure.
•
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
•
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
•
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
•
08/2019 to 12/2019 Telemarketer
Allstate Insurance – Atlanta, GA, US
• Generated leads and secured sales through outbound telemarketing calls Effectively communicated product features, benefits, and pricing to potential customers
•
• Consistently met or exceeded monthly sales targets by closing 90% of leads
• Built rapport with customers to establish trust and credibility
• Answered calls, took messages, and transferred calls to correct individuals. Collaborated with the marketing team to develop targeted call scripts for different products or campaigns
•
Participated in ongoing training sessions to enhance product knowledge and improve selling techniques
•
Maintained accurate documentation of all call activities, including lead status updates and call outcomes
•
• Identified customer needs and provided tailored solutions to maximize sales opportunities
Utilized CRM software to track customer information, update records, and schedule follow-up calls
•
Handled objections professionally and effectively converted hesitant prospects into satisfied customers
•
Managed a high volume of calls daily while maintaining quality customer interactions
•
Contributed ideas for improving sales strategies based on customer feedback trends observed during calls
•
Provided excellent customer service by promptly addressing inquiries, resolving issues, or escalating concerns as needed
•
• Worked collaboratively with team members to achieve departmental goals Adhered to company policies and procedures regarding ethical telemarketing practices
•
Implemented effective time management techniques to maximize productivity during calling hours
•
Served as a brand ambassador by representing the company's values and mission over the phone
•
Developed relationships with repeat customers through regular check-ins and upselling opportunities
•
Increased conversion rates by implementing personalized follow-up strategies after initial contact
•
Managed a high volume of calls daily while maintaining professionalism and efficiency.
•
• Completed daily cold calling and outreach to build sales pipeline. Generated new leads through targeted cold calling efforts, expanding the company''s client base.
•
05/2017 to 08/2019 Licensed Insurance Agent
Allstate Insurance – Atlanta, GA, US
Sale and provide customer service to potential and existing customers Analyzed insurance policies and coverage options to ensure clients had appropriate levels of protection
•
Generated new business by prospecting and cold calling potential clients, resulting in a 48% increase in client base
•
Provided personalized insurance solutions to clients based on their individual needs and risk profiles
•
Developed and maintained strong relationships with clients, earning a 93% client retention rate
•
Processed policy changes, endorsements, cancellations, and renewals accurately and efficiently
•
Stayed up-to-date with industry trends, regulations, and product offerings through continuous professional development activities
•
Utilized CRM software to track leads, manage client information, and follow up on sales opportunities
•
Participated in networking events and community outreach programs to expand referral network
•
Assisted customers with claims processes by gathering necessary documentation and facilitating communication between the insured party and the insurer
•
Negotiated claim settlements within established authority limits while ensuring customer satisfaction
•
Achieved monthly sales targets consistently by effectively cross-selling additional insurance products to existing clients
•
• Calculated quotes and educated potential clients on insurance options. Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
•
Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
•
Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
•
Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
•
Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
•
12/2016 to 05/2017 Associate Agent
Nationwide Mutual Insurance Company – Jonesboro, GA, US
• Sale auto home insurance and life
Conducted market research and analysis to identify investment opportunities for clients
•
Assisted senior agents in managing client portfolios, ensuring timely and accurate execution of trades
•
Collaborated with team members to develop customized investment strategies based on client goals and risk tolerance
•
Maintained strong relationships with clients, addressing inquiries and concerns promptly and professionally
•
Managed administrative tasks such as account opening, document preparation, and record keeping
•
Achieved 99% increase in client satisfaction scores through proactive communication and personalized service
•
Served as a liaison between clients and internal departments to facilitate smooth execution of transactions
•
Organized successful open houses that attracted potential buyers and generated interest in listed properties.
•
Nurtured relationships with key stakeholders including brokers, custodians, fund managers etc
•
Negotiated favorable contract terms for clients, securing advantageous deals in their home searches.
•
Assisted in the preparation and delivery of client presentations, ensuring clear communication of investment strategies
•
Provided support during client onboarding process, including completion of necessary documentation and insurance procedures
•
01/2016 to 11/2016 Customer Service Representative AAA – Atlanta, GA, US
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
•
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
•
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
•
• Responded to customer requests for products, services, and company information. Developed strong product knowledge to provide informed recommendations based on individual customer needs.
•
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
•
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
•
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
•
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
•
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
•
Collaborated with team members to develop best practices for consistent customer service delivery.
•
Contributed to sales growth by upselling products and services based on individual customer requirements.
•
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
•
08/2013 to 09/2015 Licensed Insurance Customer Service Representative GEICO – Macon, GA, US
Obtained a insurance license for the following states; Georgia, Missouri, Wisconsin and Mississippi
•
• Effectively managed a high-volume of inbound and outbound customer calls Addressed and resolved customer product complaints empathetically and professionally
•
Answered a constant flow of customer calls with up to 50 calls in queue per minute
•
• Defused volatile customer situations calmly and courteously
• Collected all premiums on or before effective date of coverage
• Calculated quotes and educated potential clients on insurance options
• Followed up with customers on unresolved issues
• Addressed an average of 300 customer inquiries and complaints each week
• Reported policy changes and company conditions affecting customer satisfaction
• Conducted annual reviews of existing policies to update information Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information
•
• Politely assisted customers over the phone
• I obtained excellent customer service satisfaction Provided exceptional service by addressing customer inquiries and resolving issues promptly.
•
Assisted clients with insurance policy information to enhance their understanding and satisfaction.
•
06/2006 to 03/2011 Front End Customer Service/uscan Attendant Kroger – Atlanta, GA, US
• Managed customer flow and backed up lines to reduce checkout wait time Processed monetary transactions with cash, checks, gift certificates, travelers' checks, food stamps, coupons and store credit
•
• Maintain clean, neat and properly stocked check stand area
• 7 years retail experience
• Set up advertising signs and displays on shelves, counters and tables
• Assisted guests with finding items
• Addressed guest concerns and resolved all issues to guests' satisfaction
• Established and maintained a positive work environment
• Maintained an atmosphere of enthusiastic customer service
• Processed credit cards, checks, gift cards and coupons
• Offered product samples, answered questions and helped customers find items
• Politely assisted customers in person and via telephone Communicated with vendors regarding back order availability, future inventory and special orders
•
Described product to customers and accurately explained details and care of merchandise
•
Greeted customers entering the store to ascertain what each customer wanted or needed
•
Assisted customers with inquiries and improved satisfaction by providing accurate information.
•
• Managed inventory to ensure stock levels and meet customer needs. Maintained cleanliness of work areas, creating a pleasant environment for customers.
•
Greeted guests warmly to create welcoming atmosphere and encourage repeat visits.
•
• Prepared workstations to ensure readiness for daily operations.
• Contributed to team efforts by taking on various roles as needed.
• Organized supplies to maintain efficiency and reduce downtime. EDUCATION
Expected in 12/2026 Bachelor of Science: Psychology Fort Valley State University - Fort Valley, GA
• Continuing education in Psycholoy
• Continuing education in with a concentration in Education Expected in 12/2026 Bachelor's degree: Applied Behavior Analysis Grand Canyon University - Phoenix, AZ
08/2022 Associate's degree: Business Administration And Management I.B.M.C - Erie, PA
05/2009 High school diploma
Tri cities high school - East Point, GA
CERTIFICATIONS
• Property & Casualty License, August 2013 to July 2022
• Driver's License, July 2011 to July 2028
• Microsoft Office Specialist (MOS) - Microsoft.
• Avaya Professional Sales Specialist – Avaya Inc.
• Zendesk Support Administrator Certification - Zendesk.
• Microsoft Office Specialist (MOS) Certification
• Certified Data Professional (CDP)
• Microsoft Certified, Windows 10 (MD-100) - Microsoft.
• LiveChat Expert LiveChat, Inc.
Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
•
ASSESSMENTS
• Supervisory skills: Motivating & assessing employees, Proficient, 12/01/24
• Customer focus & orientation, Proficient, 05/01/24
• Call center customer service, Proficient, 06/01/24
• Administrative assistant/receptionist, Proficient, 10/01/24
• Customer service, Proficient, 06/01/24
• Sales skills, Proficient, 07/01/24
SKILLS
Skilled in Word Processing Tools Professional Phone Communication Effective Time Management Telecommunications Representative Advanced Microsoft Office Skills Customer Engagement Through Telemarketing
Client Support Administrative Support Proficiency
Client Assistance Teaching Support Experience
Skilled in CRM Software Usage Client Relationship Management Client Outreach Skills Strong Interpersonal Skills Arithmetic Proficiency B2B Sales Proficiency
Point Of Sale Operation Cash Transaction Processing Auto Insurance Proficiency Numerical Problem Solving Market Analysis Expertise Professional Writing Proficiency Data Entry Deadline Adherence
Experienced Insurance Sales
Representative
Customer feedback analysis
Upselling and cross selling Retention marketing
Persuasion techniques Deadline management
Account reconciliation
Contact this candidate