Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tabitha Grate

Lauderhill,USA

Summary

Highly organized and dependable professional skilled at managing multiple priorities with a positive attitude. Proven track record of taking on added responsibilities to ensure team goals are met efficiently. Known for strong work ethic and ability to adapt quickly to changing environments, committed to delivering high-quality results in all tasks assigned.

Overview

10
10
years of professional experience

Work History

Terminal Support Specialist

Fiserv
10.2022 - Current
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Troubleshot hardware and network issues to identify and rectify discrepancies.
  • Provided feedback to management on customer needs and issues for enhancements.
  • Monitored system performance to identify potential issues.
  • Manage cases ensuring timely resolution while maintaining rapport with clients.
  • Educated clients on new features for their point-of-sale systems.
  • Assisted other team members with resolving issues with terminals for connection issues and transactional information.
  • Instructed and created power point for BofA Refresher classes.
  • Managed over 20 incoming calls from customers

MAG Team Lead

Fiserv
04.2020 - 10.2022
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values always.
  • Coached team members in techniques necessary to complete job tasks.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Customer Service Team Lead

Fiserv
01.2017 - 04.2020
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.
  • Quickly and accurately answered agent and customer questions, suggested effective solutions, and resolved issues pertaining to devices and software.
  • Cross-trained and provided backup support for leadership.
  • Met department guidelines for service levels, handle time and productivity.
  • Engaged in learning opportunities to promote continued performance improvement.
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Increased customer experience by having reps engage more with customers.

Workforce Analyst

Sitel
03.2015 - 01.2020
  • Monitor call statistics and adherence, ensuring efficient management of on-phone and off-phone activities.
  • Update intraday volume and handle time metrics based on forecasts and trends.
  • Adjust next-day forecasts in systems to align with staffing needs, arranging overtime and volunteer time off as required.
  • Made real-time staffing adjustments to ensure service levels and occupancy were being met.
  • Analyzed call flow data to improve routing strategies between internal teams and external vendors.
  • Worked with operations teams to establish scheduling rules that met business needs.
  • Supported leave management processes, ensuring timely updates to schedules in the workforce management tool.

Education

Bachelor of Science - Business Administration And Management

Broward College
Fort Lauderdale, FL
06.2010

High School Diploma -

Boyd H. Anderson High School
Lauderdale Lakes, FL
06.2004

Skills

  • Supportive engagement
  • Network connectivity troubleshooting
  • Customer engagement
  • Client interaction
  • Hardware troubleshooting
  • Technical troubleshooting
  • Documentation and reporting
  • Detail-oriented data management
  • Client communication
  • Training and coaching

Timeline

Terminal Support Specialist

Fiserv
10.2022 - Current

MAG Team Lead

Fiserv
04.2020 - 10.2022

Customer Service Team Lead

Fiserv
01.2017 - 04.2020

Workforce Analyst

Sitel
03.2015 - 01.2020

High School Diploma -

Boyd H. Anderson High School

Bachelor of Science - Business Administration And Management

Broward College

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