QUINESTZ TILLMAN III
Arlington
Summary
Experienced Customer Service Professional with 10 years in high-pressure environments, specializing in de-escalation and conflict resolution. Skilled in managing escalated calls and enhancing team performance while adapting to shifting priorities. Strong communicator and critical thinker dedicated to fostering trust with diverse clientele and driving continuous improvement.
Overview
12
12
years of professional experience
Work History
Servicing Travel Advisor III
JPMorgan Chase
Plano
02.2022 - Current
- Managed travel booking requests, aligning client preferences with company travel policies to enhance client satisfaction.
- Resolve complex travel related issues in time sensitive situations while maintaining high customer satisfaction.
- Build and maintain strong client relationship through proactive communication and personalized service.
- Developed and coordinated relationships with vendors to secure optimal service for clients' travel arrangements.
- Supported daily contact center operations by efficiently handling high volume of inbound and outbound client calls.
- Maintain up to date knowledge of travel industry practices, procedures, and regulatory guidelines.
Senior Policy Analyst
Dialog Direct (AIG)
Fort Worth
11.2013 - 02.2022
- Achieved a 90% first contact resolution rate when resolving rate when resolving escalated customer issues.
- Managed escalated calls and complex policy inquiries, delivering high-level customer service to resolve issues effectively.
- Assisted supervisors with high-priority and sensitive cases, ensuring timely and advanced resolutions.
- Conducted in depth research on insurance policies and claims to ensure compliance with company guidelines.
- Led team in supporting new hires with operational questions and training guidelines, fostering a smoother onboarding experience.
- Assisted contact center operations during peak periods by managing high call volumes.
Loan Service Representative
PennyMac Loan Services
01.2016 - 08.2016
- Handled over 50 calls daily regarding loan servicing, payments, and account updates, ensuring customer satisfaction.
- Assisted customers with mortgage loan inquiries, providing timely and accurate information in a high-volume call center.
- Facilitated account opening and closing processes, ensuring compliance with documentation standards.
Education
High School Diploma -
Summit High School
Arlington, TXSkills
- Travel Planning/Management
- Loan Servicing
- Customer satisfaction
- Quality Assurance
- Data management
- Task Prioritization
- Executive support
- Microsoft Office Suite
- Training & Development
- Calibration Sessions
- Legal Compliance
- Leadership & Coaching
Timeline
Servicing Travel Advisor III
JPMorgan Chase
02.2022 - Current
Loan Service Representative
PennyMac Loan Services
01.2016 - 08.2016
Senior Policy Analyst
Dialog Direct (AIG)
11.2013 - 02.2022
High School Diploma -
Summit High School