Customer Service Experience

Tamika Blanding

803-***-**** ***********@******.***

SUMMARY

Results-driven customer service professional with a proven ability to resolve escalated issues in remote, overnight settings. Specializing in troubleshooting complex service inquiries, delivering timely solutions, and enhancing the overall customer experience. Skilled in managing high volumes of support requests, effectively collaborating with cross-functional teams, and consistently meeting performance objectives. Recognized for a calm, solutions-oriented approach in high-pressure environments, ensuring customer satisfaction and fostering long-term loyalty.

EXPERIENCE

04/2021 - Current Level 2 Customer Service Agent (REMOTE) Teleperformance

• I provided advanced support to resolve complex customer issues, escalating cases that required higher-level interventions while maintaining a positive customer experience.

• I incorporated a self-service option that allowed my team tandem assistance, specifically improving productivity by almost 25%.

• Collaborated with cross-functional teams, including technical support and management, to address recurring issues and improve service delivery during overnight hours.

• Enhanced customer satisfaction and reduced resolution time by rerouting customers to the same agents who had previously resolved their issues.

• Maintained a continuous record and oversaw case completion in CRM systems to meet customer SLAs; reached out timely and correctly when necessary so that customers were informed about their issue at all times. 01/2017 - 02/2021 Customer Service Support

Specialist Receivable Solutions

• Assisted customers with service-related inquiries, handling complex cases and ensuring resolution within agreed timeframes, especially during peak overnight hours.

• Utilized CRM software to manage and document cases, ensuring accurate record-keeping and adherence to company policies and service level agreements (SLAs).

• Developed and implemented troubleshooting workflows that streamlined the process for resolving customer issues, improving team efficiency during high- volume periods.

• Successfully completed 4-week Salesforce Sales Operation Course during my tenure

• Conducted root cause analysis on recurring issues, identifying opportunities for process improvements and reporting them to management. 09/2015 - 11/2016 Remote Customer Care Associate

Continuum Global Solutions

• Handled customer service inquiries, including product support, billing questions, and troubleshooting service disruptions during overnight shifts.

• Maintained the least amount of required escalations for the customer service department.

• Processed refunds, returns, and exchanges in line with company policies, ensuring customers were informed of their options and guided through the process.

• Worked closely with the operations team to ensure all after-hours inquiries were logged and followed up on, ensuring continuity of service for day-shift teams.

• Received department Golden Agent Award of the Month on 5 separate occasions for my willingness to assist and train new and struggling agents. SKILLS

• Call Control

• Information Verification

• Problem Resolution

• Customer Service

• Microsoft Office

• Information Updates

• Order Placement

• Payment Processing

• Returns processing

• Customer Relationship

Management (CRM)

• CRM Software

• Escalation management

• Training & Mentorship

• Time Management

• Collaboration

EDUCATION AND TRAINING

Manning High School

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