De'Anna Tyler
Pittsburgh,PA
Summary
Multifaceted customer service representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Lead/Coach
Prime Marketing Inc.
08.2022 - 08.2023
- Monitored approximately 50-70 in-coming calls per agent; coached Customer Service Representatives where needed and assisted with any issues that came up during the call.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Provided constructive feedback during performance evaluations aimed at promoting employee growth.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Customer Service Representative
Prime Marketing Inc.
08.2019 - 08.2022
- Took about 60-70 in-coming phone calls per day from college graduates who were interested in pursuing additional classes related to their degrees/majors
- Connected them with counselors who assisted them further with enrollment.
Customer Service Rep
Alorica
03.2019 - 06.2019
- Answered around 70-80 in-coming calls for multiple campaigns such as ESPN+ and cable companies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Rep
IBEX Global
08.2018 - 10.2018
- Answered between 80-100 in-coming calls per day from cable customers regarding changing/disconnecting their services.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Patient Services Representative
CVS Health
07.2017 - 04.2018
- Answered around 60-80 telephone calls per day from patients and healthcare professionals regarding Specialty medication orders.
- Streamlined the check-in process to reduce wait times for patients while maintaining accuracy in recordkeeping.
- Assisted with billing inquiries and insurance verification, resulting in a smoother financial experience for patients.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
Education
Cosmetology License -
Empire Beauty School
Pittsburgh, PA08.2011
High School Diploma -
Monacan High School
Richmond, VA06.2005
High School Diploma -
Peabody High School
Pittsburgh, PA06.2004
Skills
- Client Engagement
- Interdepartmental Communication
- Administrative Duties
- Team Training and Development
- Quality Assurance
- Problem-Solving Abilities
- Dispute Resolution
- Computer Proficiency
- Project Management Abilities
- Administrative Support
- Appointment Scheduling
- Call Management
- Account Updating
- Team Leadership
- Performance Monitoring
- Multitasking
Certification
- MCAS - Microsoft Certified Application Specialist
Timeline
Customer Service Lead/Coach
Prime Marketing Inc.
08.2022 - 08.2023
Customer Service Representative
Prime Marketing Inc.
08.2019 - 08.2022
Customer Service Rep
Alorica
03.2019 - 06.2019
Customer Service Rep
IBEX Global
08.2018 - 10.2018
Patient Services Representative
CVS Health
07.2017 - 04.2018
Cosmetology License -
Empire Beauty School
High School Diploma -
Monacan High School
High School Diploma -
Peabody High School
- MCAS - Microsoft Certified Application Specialist
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