TaDarra Crudup
Detroit,MI
Summary
Results-driven Customer Service Agent promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.
Overview
13
13
years of professional experience
Work History
Customer Support Representative - Contract
Michigan Healthcare Professionals
07.2023 - 05.2024
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Customer Service Representative -Contract
NSF International
03.2023 - 06.2023
- Served as a reliable point of contact for clients, consistently providing prompt and knowledgeable assistance with inquiries or concerns.
- Facilitated seamless transactions by accurately processing payments and updating account information as needed.
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries and issues.
- Developed rapport with customers by actively listening to their concerns and providing tailored solutions.
Customer Service Representative - Contract
Pyramid Consulting Inc.
06.2022 - 09.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative - Contract
Robert Half
02.2022 - 06.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Technical Support Representative
ArcelorMittal Tailored Blanks
12.2021 - 02.2022
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Senior Customer Service Representative - Contract
Mondofix USA
04.2021 - 10.2021
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Operations Specialist
Romulus Community Schools
11.2020 - 03.2021
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Collected, arranged, and input information into database system.
Lead Technical Service Speacialist
Thomson Reuters Corporation
10.2018 - 11.2020
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional services to customers.
- Streamlined service processes for quicker response times, enhancing overall customer experience.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
Senior Cusotmer Service Representative
DXC Technology, Hewlett Packard Enterprise
03.2017 - 06.2018
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Financial Customer Service Representative
Flagstar Bank
06.2016 - 03.2017
- Contributed to achieving team sales targets by promoting relevant banking products and services tailored to individual client needs.
- Reduced response times by effectively managing a high volume of inbound calls and emails from clients seeking financial assistance or information.
- Mentored junior team members on best practices in customer service delivery within the finance industry.
- Assisted clients with investment decisions, leading to higher portfolio returns and customer satisfaction.
- Exceeded performance metrics consistently by delivering exceptional financial services support to clients.
Lead Customer Account Agent 1 - Retention
Xfinity Comcast
09.2014 - 06.2016
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Demonstrated excellent attention to detail when reviewing client accounts for discrepancies or potential concerns.
Customer Service Representative
Sedgwick CMS
11.2011 - 04.2014
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Associate of Applied Science - Finance
Davenport University
Dearborn, MI12.2003
Skills
- Customer Success Management
- Complaint Handling
- Data Management
- Report Generation
- Problem-Solving
- Interpersonal Skills
- Organizational Skills
Accomplishments
Award for reaching the top 15% of all Retention Agents in my region for Performance 2 & 3
J.D Power Associates Recognition Awards
Scored Perfect Customer Satisfaction Scores 1/2017 & 2/2017
Comcast Elite Award
Award for reaching the top 15% of all Retention Agents in my region for Performance Period 2 & 3
Timeline
Customer Support Representative - Contract
Michigan Healthcare Professionals
07.2023 - 05.2024
Customer Service Representative -Contract
NSF International
03.2023 - 06.2023
Customer Service Representative - Contract
Pyramid Consulting Inc.
06.2022 - 09.2022
Technical Support Representative - Contract
Robert Half
02.2022 - 06.2022
Technical Support Representative
ArcelorMittal Tailored Blanks
12.2021 - 02.2022
Senior Customer Service Representative - Contract
Mondofix USA
04.2021 - 10.2021
Operations Specialist
Romulus Community Schools
11.2020 - 03.2021
Lead Technical Service Speacialist
Thomson Reuters Corporation
10.2018 - 11.2020
Senior Cusotmer Service Representative
DXC Technology, Hewlett Packard Enterprise
03.2017 - 06.2018
Financial Customer Service Representative
Flagstar Bank
06.2016 - 03.2017
Lead Customer Account Agent 1 - Retention
Xfinity Comcast
09.2014 - 06.2016
Customer Service Representative
Sedgwick CMS
11.2011 - 04.2014
Associate of Applied Science - Finance
Davenport University
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