Blair Tucker
Wylie,TX
Summary
Dynamic Senior Customer Service Specialist with proven expertise in complaint handling and CRM software. Recognized for enhancing customer satisfaction through effective problem-solving and personalized service, resulting in increased loyalty. Adept at multitasking and maintaining professionalism under pressure, ensuring seamless support across various customer interactions.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Specialist
The Pilot Insurance Center
07.2013 - Current
- Resolved complex customer inquiries by employing effective problem-solving strategies and resources.
- Coordinated with insurance carriers and developed professional relationships with head escalation teams to optimize service tools and improve service and satisfaction.
- Managed escalated customer complaints, ensuring timely resolutions and customer retention.
- Provided resources to assist customers in navigating service processes to help manage their life insurance policies.
- Delivered exceptional customer service support through active listening and tailored solutions.
- Engaged in feedback loops to continuously improve customer service delivery.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Utilized CRM systems effectively to track customer interactions, ensuring seamless transitions between team members and providing customers with consistent support across multiple touchpoints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Worked closely with the Senior Case Manager on managing cases through the pipeline to secure life insurance policies.
Mortgage Service Specialist-CRM
Bank of America
01.2011 - 05.2013
- Developed comprehensive knowledge of various loan products, enabling customized recommendations based on individual client needs and preferences.
- Analyzed and determined best course of action on delinquent or potentially delinquent mortgage loans.
- Assisted homeowners experiencing difficulty meeting their monthly financial obligations bu skillfully probing and evaluating for government loss mitigation programs.
- Assisted in special assignments involving loans with delicate legal situations and sub servicing portfolios.
- Conducted regular audits of mortgage files to ensure accuracy, completeness, and adherence to established standards or protocols.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to mortgage servicing.
- Streamlined loan modification process by creating easy-to-follow templates for borrowers seeking assistance during financial hardships.
- Collaborated with underwriters, appraisers, and other team members for seamless loan processing and closing experience.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Monitored pipelines to track and log status of loans.
- Documented customer interactions accurately within CRM, contributing to comprehensive client profiles.
Lead Optical Technician
Nacogdoches Eye Associates
06.2009 - 08.2010
- Delivered exceptional customer service by addressing concerns promptly and professionally, ensuring customer loyalty.
- Improved workflow efficiency by maintaining and calibrating optical equipment regularly.
- Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
- Diagnosed problems in instruments to identify repair or replacement of equipment.
- Interpreted equipment manuals and schematics to determine corrective actions for repairs, calibrations, and installations.
- Worked closely with patients to identify the diagnosis and treatment of eye disorders and disease.
- Tested patient's far acuity, near acuity, peripheral vision, depth perception and color perception to assist the Optometrist.
- Applied drops to anesthetize, dilate, or medicate eyes, Measured intraocular pressure of the eyes (glaucoma testing), and tested patients field of vision for defects and charts test results.
- Measured axial length of eye, using state of the art ultrasound equipment.
- Performed other tests and measurements as requested by physician. Informed and educated patience concerning eye care.
- Trained and supervised and mentored other technicians in the department.
Property Manager
Dial Equities, Inc
08.2006 - 05.2009
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored market trends closely, adjusting rental rates accordingly to remain competitive within the regional market landscape.
- Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents.
- Fostered a sense of community among residents through well-planned social events and activities that encouraged interaction amongst neighbors.
- Conducted regular property inspections to preemptively identify and address maintenance needs.
- Coordinated with legal counsel to handle eviction processes smoothly and professionally.
- Streamlined rent collection processes, significantly reducing late payments.
Education
Bachelor of Arts - Communications
Stephen F. Austin State University
Nacogdoches, TX08-2006
Skills
- Reporting and analysis
- Coaching and mentoring
- Documentation review
- Complaint handling
- De-escalation techniques
- Workflow optimization
- CRM software
- Customer support
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Understanding customer needs
- Microsoft office
- Self motivation
- Administrative and office support
Timeline
Senior Customer Service Specialist
The Pilot Insurance Center
07.2013 - Current
Mortgage Service Specialist-CRM
Bank of America
01.2011 - 05.2013
Lead Optical Technician
Nacogdoches Eye Associates
06.2009 - 08.2010
Property Manager
Dial Equities, Inc
08.2006 - 05.2009
Bachelor of Arts - Communications
Stephen F. Austin State University