Customer Service & Operations Specialist with 15+ Years of Experience

Tamara Harvey

**** ******* ******, ******** ** **125 612-***-**** **************@*****.***

Profile

·A self-motivated innovator with more than 15 years of successful corporate office/call center experience in customer service and support with recognized strengths in account maintenance, troubleshooting and problem resolution.

·An accomplished detail-oriented multi-tasker, utilizing various computer systems and applications simultaneously with demonstrated sense of urgency in busy call center environments. Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty.

·Very adept in utilizing Project Management and Customer Relationship Management (CRM) platforms, well versed in Root Cause Analysis techniques and Business Strategy and Technical Support. Excellent working knowledge using Microsoft Office Suite (Word, Excel, Access and Outlook), Internet Explorer, CMS, Avaya and WFM Tools.

Professional Experience

CENTURY LINK - MINNEAPOLIS, MN

Customer Service Dispatch Specialist, Sept 2017 – Present

·Monitor workflow and load to qualified technicians, evaluating and reassigning work as needed. Provide updates and status information on the progress of work, escalating as appropriate. Read and analyze service orders and repair tickets ensuring they are processed accurately. Work with other departments to facilitate completion of orders and proper processing. Communicate with residential and/or business customers on appointments and order/repair status. Respond to incoming calls and chats to maintain appropriate service levels.

AMR - WOODBURY, MN

Customer Service Representative, Feb 2017 - July 2017

·Handled high volume of calls from subscribers of one of the largest newspapers in the Midwest, addressing each call professionally, utilizing the client’s software to resolve any irregularity in service.

CONVERGYS - EAGAN, MN

Customer Service Team Manager, Dec 2012 – July 2013

·Promoted from a Customer Service/Technical Support role to manage the day to day supervision of a highly motivated customer service/sales team (typically 10 - 15 reps) with a focus on managing and improving performance. Ensured service delivered to our customers met contractual Key Performance Indicators’ (‘KPIs’) obligations of our client through the management of operational activity of the team (de-escalated supervisor referred calls while implementing time management and prioritization techniques to achieve improved efficiency and effectiveness, performed bi-weekly coaching sessions, assessing skill vs. will coefficient of agents, communicated areas of opportunity effectively and deployed various tools to ensure agents’ implementation of coaching feedback).

·Responsible for interviewing and selecting best fit candidates for customer service roles, developed new hires for unprecedented results during their training period and transitioning them into a strong production team.

Education/Certifications

Six Sigma Online Certification 2016

Convergys Leaders as Coaches Certification (CLC 1 and 2) 2015

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