Tamara Gregory
Itta Bena,MS
Summary
Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Experienced in utilizing CRM software and Salesforce Analysis. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
Amazon
12.2017 - 04.2024
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies.
Customer Service Representative
Comcast Technology Solutions
09.2015 - 10.2017
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Customer Accounts Rep
AT&T
12.2014 - 07.2015
- Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
Education
Bachelor Of Business Administration - Business Management
Mississippi Valley State University
08.2013
Skills
- Efficient and Detail-Oriented
- Email Support
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- LiveChat
- Microsoft Office
- Billing Adjustments and Refunds Review
- Analytics
- Strong Computational Skills
- Escalated Call Handling
- Team Goals
- Business Metrics
- Call Volume and Quality Metrics
- Document and Records Management
- Oracle EnterpriseOne
- Upselling
Timeline
Customer Experience Specialist
Amazon
12.2017 - 04.2024
Customer Service Representative
Comcast Technology Solutions
09.2015 - 10.2017
Customer Accounts Rep
AT&T
12.2014 - 07.2015
Bachelor Of Business Administration - Business Management
Mississippi Valley State University