Ciara Tatum
Customer Care Agent
Groesbeck
Summary
Dynamic customer service professional with proven expertise at Metronet Telecommunication, adept at resolving complex issues and enhancing customer satisfaction. Skilled in CRM systems and active listening, I foster strong client relationships, driving loyalty and repeat business through empathetic communication and effective problem-solving strategies.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Metronet Telecommunication
08.2025 - 02.2026
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Support Specialist
Willis Towers Watson
08.2022 - 09.2023
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Representative
Sitel
06.2020 - 05.2021
- Participated in industry conferences and workshops, staying informed of emerging fraud tactics and sharing best practices with the team.
- Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.
- Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies, resulting in a more secure financial environment for customers.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Maintained accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating seamless communication between different departments involved in fraud prevention efforts.
- Reduced fraudulent activities by thoroughly investigating suspicious transactions and reporting findings to management.
Education
Associate of Science - Psychology
University of Phoenix
Tempe, AZ 05.2001 -
High School Diploma -
Praire Ridge
Fort Worth, TX05-2012
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Complaint resolution
Call management
Call center experience
Customer relations
Critical thinking
Problem resolution
Decision-making
Team collaboration
Appointment scheduling
Timeline
Customer Service Representative
Metronet Telecommunication
08.2025 - 02.2026
Customer Support Specialist
Willis Towers Watson
08.2022 - 09.2023
Customer Service Representative
Sitel
06.2020 - 05.2021
Associate of Science - Psychology
University of Phoenix
05.2001 -
High School Diploma -
Praire Ridge