Juanaque Tullis
Coral Springs,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
Global Response
02.2015 - 04.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Admissions Advisor/Academic Advisor
Kaplan University
03.2003 - 11.2014
- Maintained positive relationships with students, faculty, alumni, and administration.
- Identified and addressed concerns of incoming students and parents.
- Regularly met with enrolled students to confirm success and identify problem areas.
- Worked with the financial aid office to verify student's applications and discuss payment options.
- Gathered necessary paperwork and applications for students to initiate the enrollment process.
- Reviewed and discussed new students' academic credentials, interests, and educational goals.
- Assisted high school seniors in completing college applications and meeting requirements necessary for graduation.
Floor Manager/Trainer
The Telemarketing Company
10.1996 - 11.2002
- Managed a team of over 20 employees to maintain smooth-running operations on the sales floor.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained them on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored sales and adjusted staffing levels to meet customer service standards.
- Established objectives to offer team members a clear roadmap to help the company achieve overall goals.
Education
No Degree - Business Administration And Management
South Suburban College of Cook County
South Holland, IL08.2001
High School Diploma -
Sullivan High School
Chicago, IL06.1998
Skills
- Information Confidentiality
- Personnel Training and Development
- Quality Standards
- Customer Service
- Conflict Resolution Techniques
- Exceptional Telephone Etiquette
- MS Office Expertise
- Staff Training
- Staff Management
Timeline
Customer Service Manager
Global Response
02.2015 - 04.2023
Admissions Advisor/Academic Advisor
Kaplan University
03.2003 - 11.2014
Floor Manager/Trainer
The Telemarketing Company
10.1996 - 11.2002
No Degree - Business Administration And Management
South Suburban College of Cook County
High School Diploma -
Sullivan High School
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