Tacarri Glass
Hampton,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Retirement Specialist II (Remote)
Teachers Retirement Systems of Georgia
02.2023 - 01.2025
- Review applications for eligibility and confirm all information completed properly. Approximately 45+ applications daily
- Ensure applications have been processed and ready for the correct payroll
- Process address updates and update beneficiary information
- Generate updated withdrawn cost calculations
- Manage high volume workflow queues
- Provide prompt, accurate, and friendly customer service to members, beneficiaries, and employers
Life and Health Complaint Analyst (Hybrid)
Office of Commissioner of Insurance and Safety Fire
08.2022 - 02.2023
- Determined and Managed approximately 25+ Complaint daily
- Reportability assessments
- Evaluates, investigates, and resolves approximately 25+ complaints daily.
- Performs follow up activities to obtain additional information.
- Met with consumers several times a day.
- Improved customer satisfaction by efficiently analyzing and resolving complaints in a timely manner.
- Conducted thorough investigations into customer complaints, gathering all necessary evidence to make informed decisions on resolutions.
- Increased resolution rates by developing clear communication channels with customers throughout the complaint process.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Conducted regular audits on resolved cases ensuring that recurring issues are eliminated successfully.
Regulatory Specialist II
Florida Department of State
02.2019 - 04.2021
- Reviewed and filled 35+ LLC and Corporation applications daily.
- Answered approximately 100+ consumer inquiries with friendly and knowledgeable support
- Gathered and analyzed scientific data to formulate explanations and arguments for regulatory authorities
- Updated in-depth trackers of approvals and submissions
- Evaluated changes to documents submitted to determine the need for amendments
- Managed upkeep of regulatory electronic and hard copy filing systems and archives
- Submitted Foreign LLC applications and amendments to regulatory agencies
- Liaised with contacts to determine eligibility
Revenue Specialist III
Florida Department of Revenue
02.2018 - 11.2018
- Recommended offer acceptances and installment payment plans
- Maintained up-to-date contact information for each case under review
- Received and submitted payments, updated account information
- Updated company's database daily with new details regarding collections and activity on delinquent accounts
- Informed clients of rights under law and provided guidance and service to assist in resolving child support problems
- Prepared reports and assembled case files for closure
- Examined accounting systems and records to determine if payments were properly made and up to date
- Discussed and explained various payment options and forms with clients
- Answered approximately 75+ incoming calls daily.
Crime Intelligence Technician
Florida Department of Children & Families
08.2017 - 02.2018
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Worked successfully with diverse group of coworkers to accomplish goals and address abuse issues
- Entered client data in centralized database
- Answered over 100 calls per shift to assist with customer questions and concerns
- Completed 10 or more criminal background checks every hour
- Provided investigators with child/adult abuse case(s)
- Worked successfully with multiply computer systems such as e-Agent, FSFN, Florida's Safe Families Network, and Justice Inquiry System
- Increased collaboration between team members by implementing regular communication channels and meetings.
Call Center Representative
ADP Tax Credit Services
03.2013 - 03.2015
- Answered and screened approximately 75+ high volume calls daily with call management systems and web-based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Maintained strong call control and quickly worked through scripts to address problems
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Managed customer expectations by clarifying needs, identifying options
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Updated customer accounts, addresses and contact information within call management databases
- Documented customer correspondence in CRM to track requests, problems and solutions
- Trained and supervised new employees to promote overall team productivity and consistent service
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions
Invoicing Clerk
The Expediter, Inc.
04.2007 - 07.2011
- Completed and recorded customer payments.
- Emailed and mailed invoices and reminders to approximately 40+ clients to obtain payments within expected deadlines.
- Calculated taxes, discounts and credits due for client accounts.
- Handled past due accounts, collections and status reports.
- Processed invoice payments and recorded information in account database.
- Managed all payments processing, invoicing and collections tasks.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
Education
Associate of Arts - Criminal Justice
Keiser University
West Palm Beach, FL05.2010
Skills
- Excellent Negotiation Skills
- Microsoft Office
- Problem Resolution
- Written communication
- Time management abilities
- Client confidentiality
- Strong Work Ethic
- Reliable & Trustworthy
- Friendly, Positive Attitude
- Leadership
- Critical Thinking
- Planning & Organizing
- Computer Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridImportant To Me
Work-life balanceFlexible work hoursWork from home optionHealthcare benefits401k matchCareer advancementLanguages
English
Native or Bilingual
Timeline
Retirement Specialist II (Remote)
Teachers Retirement Systems of Georgia
02.2023 - 01.2025
Life and Health Complaint Analyst (Hybrid)
Office of Commissioner of Insurance and Safety Fire
08.2022 - 02.2023
Regulatory Specialist II
Florida Department of State
02.2019 - 04.2021
Revenue Specialist III
Florida Department of Revenue
02.2018 - 11.2018
Crime Intelligence Technician
Florida Department of Children & Families
08.2017 - 02.2018
Call Center Representative
ADP Tax Credit Services
03.2013 - 03.2015
Invoicing Clerk
The Expediter, Inc.
04.2007 - 07.2011
Associate of Arts - Criminal Justice
Keiser University
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