Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Abagail Tanner

Carrollton,GA

Summary

Customer-centric Call Center Specialist with 15+ years of experience consistently **exceeding** service metrics and achieving high customer satisfaction scores. Adept at handling diverse inquiries, **de-escalating** challenging situations, and providing accurate information and effective solutions across various communication channels, contributing to a 92% first-call resolution rate."

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer service agent

Accenture
- Current
  • Answer inbound phone calls
  • Assisting customers with their questions, providing outstanding customer service
  • Recognize and follow call flows with scripts
  • Research, review and relay information to customers
  • Research information using multiple systems
  • Identify and escalate appropriate issues
  • Clearly document call information and encounters in call logs
  • Recognize and alert management of risk and trends
  • Quickly transition from one task to another

Customer Service Representative

Accenture
08.2023 - 03.2024
  • Answering incoming calls from customers with order inquiry and/or trouble reports.
  • Providing customers with service support for Voice, Data, and Video services and features.
  • Performing analysis and isolation of trouble conditions and creating and sorting trouble reports.

Specialty collections representative

Carmax auto finance
12.2022 - 05.2023
  • Make outbound collection calls in addition to taking incoming calls to/from customers and influence customers to make payments on the past due account.
  • Educate customers regarding their account, finance charges accruals, late fees, credit reporting
  • Educating customers about potential repossession status, payment options and account management options all while annotating accounts in inter-company systems to document all interactions.
  • Advise customers of the status of their account by reviewing account information and influencing customers to make payments on the account.
  • Work with other departments/personnel where necessary to resolve customer concerns.
  • Perform the above functions while meeting department expectations.

Early collections representative

Carmax Auto Finance
01.2020 - 05.2023
  • Make outbound collection calls in addition to taking incoming calls to/from customers and influence customers to make payments on the past due account.

SALES ASSOCIATE

TARGET CORPORATION
06.2018 - 01.2020
  • Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
  • Monitored entrances, exits and fitting rooms for signs of theft.
  • Trained and developed new sales team associates in product knowledge, selling techniques and company procedures.
  • Collaborated with in-store maintenance, stocking, merchandising and upkeep, successfully prioritizing tasks in order to achieve a wide range of daily objectives.
  • Followed latest market trends to contribute suggestions seasonal buys.
  • Answered questions regarding store policies and merchandise.
  • Analyzed and properly processed product returns and assisted customers with other selections.
  • Directed individuals to merchandise locations.
  • Managed customer cash and credit card transactions using company point of sale system.
  • Quickly and efficiently resolved customer issues and requests to achieve improved satisfaction scores.
  • Greeted customers and ascertained needs to ensure high-quality service and appropriate product recommendations.
  • Helped customers with questions, problems and complaints in person and via telephone.
  • Verified all customers received receipts for purchases.
  • Accepted and processed returns.

Customer Service Representative

Automotive engineering
06.2018 - 04.2019
  • Answered customer questions regarding merchandise and pricing.
  • Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment.
  • Asked open-ended questions to assess customer needs.
  • Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge.
  • Restocked inventory.

BOOKKEEPER

INGLES MARKETS INC
12.2017 - 06.2018
  • Balances multiple accounts by reconciling entries for up to 24 employees at a time.
  • Uses spreadsheets and Microsoft database computer to do record keeping of the company's figures.
  • Handles cash and deposits using the proper accounting procedures and documentation.
  • Performs accounting duties, i.e., maintain a complete set of financial records (hard copy, and, and keeps track of the store budget and daily deposits.
  • Oversees financial records for Ingles Fuel Station. - Implements new strategies to increase sales goals for Ingles Fuel Station.

Customer Service Representative

Check Into Cash
09.2016 - 11.2017
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Asked open-ended questions to assess customer needs.
  • Recommended products and services aligned with customers' needs and preferences.
  • Demonstrated dedication to continuously improving sales abilities and product knowledge.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Answered customer questions and offered details about products and services while efficiently processing orders and managing account details.
  • Set up and explained new contracts.
  • Assisted customers promptly and politely, in person and via telephone.
  • Key Holder.
  • Responsible for the accountability of the cash drawers and monitor the safe with private code entry.
  • Responsible loan financing. (Payday loans, Title Loans, and Line of credit.)

Retail Sales Associate

Ross Dress For Less
06.2016 - 09.2016
  • Greet customers entering the store, multi-tasking skills help customers find and exchange product, operate cash register, moderate computer skills, store safety and theft prevention, excellent customer service skills.

Education

High school - undefined

Home schooled
Chattanooga, TN
05.2011

Skills

  • Windows
  • Data entry
  • Customer service (10 years)
  • Front desk
  • Computer skills
  • Office experience
  • RECEPTIONIST (1 year)
  • Sales (10 years)
  • Technical support (1 year)
  • Bookkeeping
  • Microsoft Word
  • Negotiation
  • Pricing
  • CSR
  • Cash handling (10 years)
  • Credit (10 years)
  • Cash (10 years)
  • RETAIL SALES (7 years)
  • Retail sales
  • Customer Care
  • CUSTOMER SERVICE (10 years)
  • POS (10 years)
  • Microsoft Excel
  • Communication skills (10 years)
  • Phone etiquette (4 years)
  • Cash register (10 years)
  • Financial services
  • Typing
  • Time management
  • Microsoft Outlook
  • Account management
  • Organizational skills

Certification

  • Driver's License
  • July 2022 to February 2029

Additional Information

  • SKILLS
  • Cash handling
  • Customer service
  • Stocking and replenishing
  • Quick learner
  • Trusted key holder
  • Strong client relations
  • Product knowledge
  • Cash flow management
  • Credit card processing
  • Sales
  • Strategic sales knowledge

Timeline

Customer Service Representative

Accenture
08.2023 - 03.2024

Specialty collections representative

Carmax auto finance
12.2022 - 05.2023

Early collections representative

Carmax Auto Finance
01.2020 - 05.2023

SALES ASSOCIATE

TARGET CORPORATION
06.2018 - 01.2020

Customer Service Representative

Automotive engineering
06.2018 - 04.2019

BOOKKEEPER

INGLES MARKETS INC
12.2017 - 06.2018

Customer Service Representative

Check Into Cash
09.2016 - 11.2017

Retail Sales Associate

Ross Dress For Less
06.2016 - 09.2016

Customer service agent

Accenture
- Current

High school - undefined

Home schooled

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Abagail Tanner