Tahanya McAfee
Mansfield,OH
Summary
Dynamic Customer Service Representative with extensive experience at StarTek, excelling in conflict resolution and customer relations. Proven track record of enhancing team performance through effective coaching and mentoring, while consistently improving customer satisfaction. Skilled in active listening and quality assurance, driving loyalty and repeat business through empathetic complaint resolution.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
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
Customer Service Representative/Quality Assurance Analyst
StarTek
08.2008 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
InfoCision
02.2007 - 08.2008
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Lexington High School
Lexington, Ohio 06-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Call center operations
- Scheduling
- Product knowledge
Timeline
Customer Service Representative/Quality Assurance Analyst
StarTek
08.2008 - Current
Customer Service Representative
InfoCision
02.2007 - 08.2008
High School Diploma -
Lexington High School
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