LaDerricka Tinsley
Charlotte,NC
Summary
Proven track record in enhancing customer satisfaction and streamlining service operations at Piedmont Natural Gas Company. Excelled in conflict mediation and database research, significantly improving response times and customer relationship management. Recognized for exceptional ability to maintain confidentiality and manage high-volume caseloads efficiently, demonstrating outstanding customer service and organizational skills.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Piedmont Natural Gas Company
03.2023 - Current
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Human Services Specialist
Mecklenburg County Department Of Social Services
08.2019 - 08.2022
- Described procedures, requirements, and benefits to clients and interested parties.
- Interviewed applicants for services and supported application completion as necessary.
- Answered high volume of calls and provided assistance through effective listening and question response skills.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
- Participated in trainings and seminars to improve skills set and knowledge.
- Assessed barriers, strengths and needs of each family and worked quickly to remediate.
- Maintained heavy caseload by utilizing effective time management and organizational skills.
- Acted as mandatory reporter of abuse.
- Met with clients to conduct assessments of current situations and establish what needs to address.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
Education
Para-Legal
Gaston College
Dallas, NCHigh School Diploma - Business Administration And Management
Vance High School
Charlotte, NCSkills
- Payment Processing
- Billing coordination
- Custom order management
- Customer Service
- Data Entry
- Database Research
- Appointment Scheduling
- First Call resolution
- Customer Relations
- Customer Relationship Management
- Inbound Customer Service
- Conflict Mediation
- Complaint Handling
- Documentation And Reporting
Timeline
Customer Care Representative
Piedmont Natural Gas Company
03.2023 - Current
Human Services Specialist
Mecklenburg County Department Of Social Services
08.2019 - 08.2022
Para-Legal
Gaston College
High School Diploma - Business Administration And Management
Vance High School
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