Makaela Smith

• Ensured data security by implementing stringent access controls and confidentiality protocols for sensitive records.
• Managed seamless transitions during systems upgrades or migrations, ensuring minimal disruption to workflows and data integrity preservation throughout the process.
• Facilitated timely retrieval of information by responding efficiently to internal and external requests for records access.
• Conducted periodic reviews of policies and procedures related to recordkeeping, recommending updates as necessary to maintain alignment with evolving regulatory requirements.
• Managed and responded to correspondence and inquiries from customers and vendors.

• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.

• Identifying potential areas for process improvement and suggesting changes.
• Answering specific queries and providing guidance based on my expert knowledge on TSA team.
• Collaborate with the team to address customer needs and issues and insure inquires or request are followed up and resolved.
• Participate in audits as required.
• Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.

• Provide day to day support for team at both locations via Chat/Skype/Email
• Partnering with Processing Team to get transactions processed, corrected and/expedited for an effortless customer experience.
• Ensuring Customer Satisfaction with each interaction, following Company Standards and “thinking outside the box” to extend additional support for clients.
• Assisting Huddles and Refresher materials to ensure that CSAs are supporting in the ever-changing call center environment.
• Assisted with offline support of the business (address change fulfillment, letter mailings, etc.)
• Meeting and Exceeding KPIs