Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tabitha Caywood

Spencerville,IN

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

8
8
years of professional experience

Work History

Sales and Services Through American Express Card Members Exclusively

Teleperformance
Fort Wayne, IN
12.2019 - 04.2020
  • Adhered to the customers' needs with any American Express related issues (collections, booking flights/hotels/car rentals)
  • Provided astounding account maintenance and management
  • Dealt with large monetary valued bookings but kept all consumer information safe within the systems for their safety as well as the companies.
  • Managed overbooking situations in an efficient manner while maintaining customer satisfaction.
  • Maintained accurate records of all bookings including fare rules and restrictions.
  • Assisted customers with reservations, seat selection, flight changes, refunds, and other travel related services.
  • Resolved customer complaints by providing the best possible solution that meets their needs.
  • Advised passengers of any delays or cancellations in a timely manner.
  • Coordinated meals for special dietary requests onboard flights.

UAT- User Acceptance Tester Group

Frontier Communications
Fort Wayne, IN
05.2018 - 11.2019
  • Special Internal Group that tests each System utilized by Internal Call Centers/Vendors/Aggregators and any other outsourced System
  • Able to develop and implement Testing providing swift Corrective Actions reducing loss of revenue for the Company as a whole
  • Accustomed to working in complex, Project-based environments, Multifaceted experience in QA software testing
  • Able to track all defects found internally and communicate with The Development team on the status of each defect for efficient fixes in a fast-paced environment
  • Strong Organization skills that demonstrate the ability to work effectively under tight deadlines, to meet project deadlines
  • Identify and pursue opportunities to achieve continuous improvement with each Project being tested before it is released to the general public/Call Centers etc.
  • Conducted exploratory testing sessions for newly developed features or bug fixes.
  • Generated detailed reports outlining the results of acceptance tests conducted on products prior to release.
  • Assisted with training users on new systems or changes made to existing ones.
  • Identified, tracked, and reported software defects in a timely manner.
  • Performed functional testing on web-based applications to ensure proper functionality and user experience.
  • Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
  • Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
  • Completed unit and regression tests on software and individual modules.
  • Met project scope and delivery dates by planning optimal testing schedules.
  • Created and maintained database of common and known testing defects.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.
  • Simulated software production environments to allow for enhanced testing.

Power Generation Equipment Repairer

Indiana Army National Guard
Fort Wayne, IN
03.2013 - 04.2019
  • Operated and maintained communications equipment
  • Performed maintenance on tactical utility, precise-generation sets, internal combustion engines and associated equipment
  • Interpreted and understood schematics diagrams to resolve issues in the wiring portion.
  • Completed repairs and maintenance service on mechanical, hydraulic and electrical systems.
  • Conducted regular tests on repaired components to ensure they meet operational requirements.
  • Inspected and tested electrical systems to ensure proper operation of the power generating equipment.
  • Maintained accurate records of all repair activities performed on each piece of equipment.
  • Inspected each unit at technical level to determine readiness.
  • Repaired or replaced damaged wiring and cables on power generation equipment.
  • Operated specialized tools used for repairing specific parts of the power generation system such as welding machines, lathes and drill presses.
  • Adhered strictly to safety protocols when working on high-voltage systems.
  • Performed repairs on related military equipment and vehicles.
  • Followed generator reset protocols set in place by DoD.
  • Communicated effectively with other team members to ensure timely completion of projects.
  • Carried out scheduled and routine maintenance on small and large generators.
  • Performed generator troubleshooting and diagnostics of equipment.
  • Prepared appropriate maintenance forms and records for accountability.
  • Reviewed electrical drawings and schematics to accurately complete work.

New Hire Class Trainer/Assistant Trainer

Frontier Communications
Fort Wayne, IN
01.2017 - 04.2018
  • Assisted New Hire Training Classes with all up to date guidelines in their first 8 weeks of being placed on inbound calls for the Contact Center
  • Accepted an acting Supervisor Role in the residential contact center to monitor over 18 consultants phone calls and teach them customer Service skills as new consultants
  • Implemented the Residential Call Center Call Flow at current time
  • Trained each consultant on various Sales techniques/Offers to find which best suits them to optimize comfort for the consultants (helps retain consultants) and Optimize Sales for the Team and Call Center over-all.
  • Delivered orientation sessions for new hires regarding company policies and procedures.
  • Provided technical assistance to instructors in setting up audio-visual equipment prior to classes.
  • Monitored trainee attendance and provided updates on absences or tardiness.
  • Collaborated with other departments such as IT and Human Resources to ensure smooth operations of the training program.
  • Updated course material regularly by researching current trends in the industry.
  • Prepared reports summarizing progress of trainees throughout their course duration.
  • Participated in brainstorming sessions with other team members to come up with innovative ideas for workshops or seminars.
  • Maintained a clean and organized classroom environment before and after each session.
  • Ensured that all necessary supplies were available for each class session.
  • Assisted with monitoring participants' activities during class sessions for safety purposes.
  • Organized and maintained learning records, documents, and databases.
  • Explained goals and expectations required of trainees.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Conducted training classes for employees on features and operation of products, client tools and processes.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Recommended changes or improvements in existing training processes as needed.
  • Resolved any issues raised by participants during the training session in a timely manner.

Customer Service Sales and Service In-Charge Position

Frontier Communications
Fort Wayne, IN
01.2016 - 01.2017
  • Worked with the Escalation department to resolve escalated issues consultants could not take care of on their level of approvals and guidelines within the Call Center
  • Worked with the Chat department to resolve customer issues and supported customers via chat
  • Accepted an acting Supervisor Role in the residential contact center to monitor over 18 consultants phone calls and teach them customer Service skills as new consultants
  • Answered Consultants questions about product availability and services.
  • Adhered to all company policies and procedures for processing sales transactions accurately and efficiently.
  • Developed an understanding of all products available in order to provide accurate information to customers.
  • Maintained knowledge of current promotions, policies regarding payment and exchanges, security practices.
  • Tracked daily sales activities using computerized systems.
  • Processed merchandise returns and exchanges promptly and professionally.
  • Offered suggestions for improvement when possible to increase customer satisfaction levels.
  • Provided information about warranties, manufacturing specifications and usage instructions.
  • Assisted other departments when necessary to ensure smooth operations of the store.
  • Resolved customer complaints in a timely manner to maintain positive relationships with customers.

Customer Service Sales and Consultant

Frontier Communications
Fort Wayne, IN
01.2015 - 01.2016
  • Coordinated between billing department and customers to resolve problems
  • Exceeded in customer satisfaction surveys every month
  • Documented all customer inquiries thoroughly and professionally
  • Referred unresolved customer grievances to designated departments for further investigation
  • Greeted Customers in a timely fashion, while quickly determining their needs.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained high levels of professionalism while interacting with customers via phone or email.

Installer/Extractor

Fort Wayne Compactor Inc.
Fort Wayne, IN
03.2012 - 03.2013
  • Provided accurate measurements and estimates for all projects
  • Consistently assumed additional responsibilities and worked extended hours to meet project deadlines
  • Prepared and cleaned construction sites by removing debris
  • Loaded and unloaded compactors and parts using either a fork lift or another body for heavy lifting
  • Operated hand tools to drill quickly and efficiently
  • Connected and disconnected wiring, piping and tubing.

Education

Woodlan High School
Woodburn, IN
06-2014

Some College (No Degree) - Army Training For Job Occupancy

91 D Power Generator Repair School
Ft. Lee VA

Skills

  • Adherence to high customer service standards
  • Strong attention to detail with emphasis on accuracy and Quality
  • Able to Support multiple concurrent projects and meet deadlines
  • Ability to interface and develop partnerships with all levels of team members in various departments
  • Proactive and results-oriented
  • Customer-focused
  • Exceptional communication skills
  • Strong client relations
  • Creative Problem solver
  • Adheres to customer Service procedures
  • Skilled in Call Center Operations
  • Cultural Sensitivity
  • Sales proficiency
  • Customer Relationship Building
  • Investigating problems
  • Motivating employees
  • Sales expertise

Timeline

Sales and Services Through American Express Card Members Exclusively

Teleperformance
12.2019 - 04.2020

UAT- User Acceptance Tester Group

Frontier Communications
05.2018 - 11.2019

New Hire Class Trainer/Assistant Trainer

Frontier Communications
01.2017 - 04.2018

Customer Service Sales and Service In-Charge Position

Frontier Communications
01.2016 - 01.2017

Customer Service Sales and Consultant

Frontier Communications
01.2015 - 01.2016

Power Generation Equipment Repairer

Indiana Army National Guard
03.2013 - 04.2019

Installer/Extractor

Fort Wayne Compactor Inc.
03.2012 - 03.2013

Woodlan High School

Some College (No Degree) - Army Training For Job Occupancy

91 D Power Generator Repair School
Tabitha Caywood