Hi, I’m
FAVOUR A. TANGBAN
Customer Service Expert
Metairie,Louisiana
Summary
Certified ScrumMaster (CSM) with 7+ years of experience in corporate environments . A strategic thinker with strong management skills and emphasis on building teams and relationships. Skilled in People Processes, Client Satisfaction, Teamwork, and Leadership. Always willing to bring fresh perspectives to add to the growth of organizations. Driven Customer Service expert with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
6
years of professional experience
1
Certification
Work History
DXC Technology
Senior Assistant Customer Support
05.2022 - Current
Job overview
- Effectively handling financial services and insurance inquiries
- Providing accurate information that helps clients save, plan, and prepare for retirement
- Reviewing customer accounts and transactions while resolving issues
- Monitoring customer satisfaction levels.
- Responding to customer requests for products, services and company information.
- Consulting with outside parties to resolve discrepancies and create expert solutions.
- Attending to office operations and required paperwork.
- Answering incoming calls, processed requests and relayed messages to appropriate personnel.
- Delivering top-notch administrative support to office staff, promoting excellence in office operations.
- Onboarding new employees with training and new hire documentation.
- Cross-training existing employees to maximize team agility and performance.
- Adjusting job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
AT&T
Customer Experience Associate
06.2021 - 03.2022
Job overview
- Provided analytical support in the design, development, and implementation of projects to increase sales and customer satisfaction
- Responsible for training, onboarding, and performance assessment.
- Created, managed, and presented budget reports
- Asked customers questions to determine, verify, and solve common problems.
Office Of Global Engagement
Customer Service Executive
09.2018 - 05.2021
Job overview
- Proposed solutions and built teams to solve number one cause of customer complaints; completed project four months ahead of schedule
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
Alliance In Motion Global
Customer Experience Specialist
08.2016 - 09.2018
Job overview
- Controlled budget resources; projected daily and weekly sales, and worked to meet those sales
- Performed project tracking through clear and concise status reports and time management reports
- Managed a successful team of 15-30 people that all worked collaboratively to achieve desired goals.
- Documented customer interactions in internal database to maintain customer service history details.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Education
River University
Master of Science
University Overview
GPA: 4.0
Southern University
Bachelor of Science
University Overview
GPA: 3.5
Skills
- Microsoft Windows 10, Windows 11, macOS, Android, iOS
- Inventory Control Processes
- MS Excel, PowerPoint, and Adobe
- Zoom, WordPress, WordPress Plugins, Scheduling, and Square Space
- Interdepartmental Collaboration
- Customer Needs Assessments
- Confidentiality Requirements
- Training Programs
- Strategic Goals
- Salesforce Software
- Customer Implementation Support
- Customer Relations
- Customer Support Plan Development
Additional Information
- AWARDS/RECOGNITION , River University Gave the commencement address on behalf of my graduating class (2021) Certificate of Appreciation (Member of the River International Student Association (2018- 2020) Southern University at New Orleans. Service Award (National Institute of Science and Beta Kappa Chi (April 2016).
Languages
English
Native or Bilingual
Certification
Certified ScrumMaster (CSM), 2022.
Timeline
Senior Assistant Customer Support
DXC Technology
05.2022 - Current
Customer Experience Associate
AT&T
06.2021 - 03.2022
Customer Service Executive
Office Of Global Engagement
09.2018 - 05.2021
Customer Experience Specialist
Alliance In Motion Global
08.2016 - 09.2018
River University
Master of Science
Southern University
Bachelor of Science
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