Teshena Ackerman
Columbus,OH
Summary
Dedicated Customer Service with over 20 years of bringing top-notch skills in person, remote (work from home), written communication, active listening, a solid team player, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative/Dispatcher
Yellow Cab Of Columbus
03.2019 - Current
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Trained new personnel regarding company operations, policies, and services.
- Work from home remote,Inbound calls 100+ daily processed trip orders promptly to increase customer satisfaction, outbound calls acting as driver liaison helping with issues, directions, accidents, tows
Janitorial Lead
Pal Tidy All Clean
02.2016 - 03.2020
- Maintained safe work environment through regular inspections and adherence to safety protocols. Improved facility cleanliness by developing and implementing effective janitorial procedures.
- Optimized scheduling processes, ensuring adequate staffing levels during peak times and reduced labor costs during slow periods.
- Promoted sustainability initiatives, implementing eco-friendly cleaning practices in daily operations.
Call Center Representative/Casino Floor Cashier
Hollywood Casino Columbus
06.2012 - 01.2016
- Taking 30 +calls daily for dinners, concerts, and special events. Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff.
Senior Financial Services Representative
Verizon Wireless
02.2007 - 12.2011
- Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
- Assisted customers in understanding their financial statements, providing clarity regarding charges or fees.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Education
Associate of Applied Science - Accounting And Business Management
American National University
Columbus, OH05.2016
Skills
- Service standard compliance
- Call Documentation
- Order Fulfillment
- Remote (Work from home)
- Complaint Resolution
- Communication
- Support/Liaison
Timeline
Customer Service Representative/Dispatcher
Yellow Cab Of Columbus
03.2019 - Current
Janitorial Lead
Pal Tidy All Clean
02.2016 - 03.2020
Call Center Representative/Casino Floor Cashier
Hollywood Casino Columbus
06.2012 - 01.2016
Senior Financial Services Representative
Verizon Wireless
02.2007 - 12.2011
Associate of Applied Science - Accounting And Business Management
American National University
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