Porsha Taifa
Summary
Versatile technology professional with extensive experience in software development, system administration, customer service , billing and technical support. Demonstrates a strong ability to solve complex problems and optimize system performance. Proven track record in managing projects and fostering effective team collaboration, contributing to organizational success through innovative solutions. Committed to continuous learning and staying abreast of industry trends.
Overview
28
28
years of professional experience
Work History
Operations-Switchboard
Ascension Alexian Brothers Hospital
Elk Grove Village, IL
07.2023 - Current
- Operate telecommunication systems to answer and route incoming calls.
- Communicate codes, alerts, drills, and any other announcements.
- Maintaining desk directories, on-call lists, reference guides, and all other associated reference material.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Packaging Associate
Pactiv Evergreen
Chicago , IL
11.2017 - 07.2023
- Labeled, recorded and inspected packaging to prepare for shipment or storage.
- Assisted with quality and production process improvements to support new packaging initiatives.
- demonstrated proper methods according to labor plan and assigned tasks.
- inspect products for defect and pack finished goods and service machines when needed.
- Oversaw manual and automated packaging activities.
- Coordinated with shipping department to ensure timely dispatch of products.
Customer Service Specialist
City Of Mesa-utility
Mesa, AZ
07.2010 - 11.2016
- Addressed customer concerns and mitigated dissasatisfaction by employing timely and on point solutions.
- Collected payment information and other pertinent information helping customers get accounts out of delinquency.
- Complied with company policies and procedures by encouraging a positive and effective work environment among all employees and staff..
- Resolve concerns with services to help with retentions and drive sales.
- Achieved high satisfaction ratings through proactive one-call resolutions with customers concerns.
- Applied strategic sale strategies to engage customers and present solution to suit individual needs.
- Assisted the City of Mesa residents with understanding billing and solid waste billing, services and regualtions.
- trained peers on codes, regulations, and customer service skills for various settings.
Licensed Property and Casualty Insurance Agent
Progressive
Phoenix , AZ
12.2008 - 07.2010
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Recommended type and amount of coverage based on analysis of customer circumstances.
- Sought out new clients and developed. Clients relationships through networking, direct referrals, lead data bases, and cold calling.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Sold auto home and life insurance to individuals and infinity groups.
- Drove team revenue numbers by bringing in top sales.
- Conducted research on insurance packages and investments options to generate client recommendations.
- Analyzed retention, loss ratio trends, and sales volume to identify areas for improvement.
- Work with sale teams to collaboratively reach targets.
- Coordinated with other departments such as accounting, legal, or marketing when necessary.
Customer Service Representative
ATT
Chicago , IL
02.1997 - 04.2008
- Provided exceptional customer service to ensure customer satisfaction.
- Updated system with order specifics and customer details, preferences, and billing information.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed exceptional community reputation through my commitment to customer satisfaction and strong client relationships.
- Promoted excellent customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company standards, operations, policies, and services.
- I was also promoted to the InCharge desk department which overlooked and were repo sublet for employee calls for various concerns.
Education
High School Diploma -
Josephina High School
Chicago, IL06-1994
Associate of Science - Medicine
Loyola University of Chicago
Chicago, ILSkills
- Customer relations
- Microsoft word Proficiency
- Teamwork and collaboration
- Payment processing
- Account management
- Attention to detail
- Issue escalation
- Data entry proficiency
- Quality assurance
- Order coordination
- Up-selling techniques
- Cross-selling
- Reliability and punctuality
- Financial overage analysis
- Adaptability and flexibility
- Positive and professional
- Performance goals
- Business Operations
Timeline
Operations-Switchboard
Ascension Alexian Brothers Hospital
07.2023 - Current
Packaging Associate
Pactiv Evergreen
11.2017 - 07.2023
Customer Service Specialist
City Of Mesa-utility
07.2010 - 11.2016
Licensed Property and Casualty Insurance Agent
Progressive
12.2008 - 07.2010
Customer Service Representative
ATT
02.1997 - 04.2008
High School Diploma -
Josephina High School
Associate of Science - Medicine
Loyola University of Chicago