Customer Engagement Specialist
Resume:
Tia N. Graham
*******@*****.***
Arlington, TX
Professional Summary
Accomplished Customer Engagement Specialist with a proven history of delivering exceptional service in high-volume environments. Adept at training and mentoring team members to enhance performance and service quality. Recognized for consistently achieving 95–100% QA scores and maintaining top-tier customer satisfaction ratings. Key Skills
Team Leadership and Staff
Training
Performance Coaching
Billing and Payment Resolution
Fraud Detection and Prevention
Account Inquiry Support
Insurance and Benefits
Coordination
Outage and Emergency Call
Handling
Utility Billing Systems
Multi-Channel Customer Support
(Phone, Chat, Email)
Keyboarding: 50+ WPM
Professional Experience
Active Telesource Inc Las Vegas, NV, Remote
Customer Service Representative 2022 - 2025
● Maintained 98–100% Quality Assurance scores by consistently applying company policies, compliance standards, and best practices in every customer interaction.
● Monitored customer interactions to identify recurring issues and escalated policy exceptions to the appropriate teams for resolution, ensuring compliance with utility regulations and company standards.
● Provided empathetic, accurate, and timely assistance to customers regarding billing, service interruptions, usage inquiries, and account management, maintaining a high level of customer satisfaction. Genpact Richardson, TX, Remote
Training Supervisor - Chat Support 2021 - 2022
● Proactively identified skill gaps through performance assessments and training solutions, ensuring new hires continually met or exceeded the 93% training pass rates.
● Direct involvement coaching and support to new hires in their assigned roles, ensuring a smooth onboarding process and alignment with department standards.
● Delivered onboarding and skill training for new hires in multi-channel support, including inbound calls, email correspondence, and live chat. Automated Health Systems Tallahassee, FL, Remote Choice Counseling Specialist 2016 - 2021
● Consistently maintained 95–100% Quality Assurance (QA) scores through strict adherence to compliance guidelines and service protocols.
● Assisted Medicaid recipients with inquiries, enrollment support, and access to healthcare services.
● Collaborated with internal teams and external partners to execute impactful community programs, demonstrating leadership in service-driven initiatives. Education
High School Diploma
James S. Rickards High School Tallahassee, FL 2012 Certifications
Working as a Virtual Assistant Alison 2025
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