Summary
Overview
Work History
Education
Skills
References
Timeline
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Porsha Taifa

Customer Service
San Marcos,CA

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. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

28
28
years of professional experience

Work History

Operations-Switchboard

Ascension Alexian Brothers Hospital
Elk Grove Village
07.2023 - Current
  • Operated telecommunication systems to route incoming calls efficiently.
  • Communicated codes, alerts, and essential announcements with urgency.
  • Maintained desk directories and reference guides for rapid access.
  • Conducted research and data analysis to support strategic planning.
  • Provided support and guidance to colleagues, enhancing collaboration.
  • Executed system analysis and testing to identify technical issues.
  • Demonstrated problem-solving skills, resolving issues effectively.
  • Prioritized tasks to achieve service goals efficiently.

Packaging Associate

Pactiv Evergreen
Chicago
11.2017 - 07.2023
  • Maintained desk directories, on-call lists, and reference guides for efficient access to information.
  • Supported colleagues, fostering collaboration through guidance and assistance.
  • Conducted comprehensive research and data analysis to inform strategic planning initiatives.
  • Labeled, recorded, and inspected packaging, ensuring readiness for shipment or storage.
  • Assisted with quality improvements and production processes for new packaging initiatives.
  • Demonstrated proper methods in alignment with labor plans during task execution.
  • Inspected products for defects and packed finished goods as needed.
  • Coordinated with shipping department to ensure timely product dispatch.

Customer Service Specialist

City Of Mesa-utility
Mesa
07.2010 - 11.2016
  • Resolved customer concerns through timely solutions, enhancing retention and driving sales.
  • Achieved high satisfaction ratings via proactive one-call resolutions with customer issues.
  • Monitored call center queues daily to address inquiries promptly and effectively.
  • Trained new hires on products, services, and best practices to minimize process gaps.
  • Processed payments and established payment plans for customers to maintain account status.
  • Investigated escalated complaints to identify root causes and implement effective resolutions.
  • Responded to email inquiries with accurate information about products and services.
  • Relayed customer feedback to cross-functional teams for continuous product improvement.

Licensed Property and Casualty Insurance Agent

Progressive
Phoenix
12.2008 - 07.2010
  • Customized insurance programs for clients through detailed requirement analysis.
  • Recommended coverage types and amounts based on thorough evaluations of customer circumstances.
  • Developed client relationships through networking, referrals, lead databases, and cold calling.
  • Reviewed policy applications for accuracy and coordinated with underwriters to expedite processing.
  • Sold auto, home, and life insurance products to individuals and affinity groups.
  • Achieved top sales performance, driving team revenue consistently.
  • Conducted research on insurance packages and investment options for tailored recommendations.
  • Provided leadership and training for new agents in industry best practices and company policies.

Customer Service Representative

ATT
Chicago
02.1997 - 04.2008
  • Delivered exceptional customer service, ensuring high levels of customer satisfaction.
  • Managed multiple customer accounts while maintaining service excellence and responsiveness.
  • Assisted customers with inquiries regarding products, services, billing, and technical support.
  • Trained new personnel on company standards, operations, and customer service best practices.
  • Resolved customer complaints promptly through effective communication and problem-solving.
  • Identified areas for improvement in service processes and recommended actionable changes.
  • Maintained detailed records of customer interactions for future reference and analysis.
  • Collaborated with team members to enhance overall customer service efficiency.

Education

High School Diploma -

Josephina High School
Chicago, IL
06.1994

Some College (No Degree) - Elementary Education

Loyola University of Chicago
Chicago, IL

Skills

  • Customer relations management
  • Microsoft Word proficiency
  • Team collaboration
  • Payment processing
  • Account management
  • Attention to detail
  • Issue resolution
  • Data entry expertise
  • Quality assurance
  • Order coordination
  • Up-selling and cross-selling
  • Reliability and punctuality
  • Financial analysis
  • Adaptability and flexibility
  • Professional demeanor
  • Performance management
  • Business operations oversight
  • Telecommunication systems knowledge
  • Data analysis skills
  • System troubleshooting expertise
  • Call routing efficiency
  • Training and development facilitation
  • Effective communication skills
  • Problem-solving abilities
  • Multitasking proficiency
  • Written communication skills
  • Decision-making capabilities
  • Calmness under pressure
  • Computer literacy

References

References available upon request.

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

Some College (No Degree) - Elementary Education

Loyola University of Chicago

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