Tahara Pennington
Huntington,WV
Summary
Highly motivated and team-oriented professional with extensive experience in customer relations. Consistently delivers exceptional performance and exceeds expectations. Demonstrates strong ability to work collaboratively with colleagues and contribute to overall team success. Always willing to go the extra mile to ensure customer satisfaction and build lasting relationships.
Overview
20
20
years of professional experience
Work History
Sales Associate/ Kitchen Manager
Speedway Gas Station
03.2023 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Oversee kitchen operations maintaining rotated freshly stocked products, ensuring sales of products.
Front Desk/ Night Auditor
Best Western Hotel
07.2022 - 10.2022
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Operator and Dispatcher
Adt Home Security Criticom Monitoring Services
05.2022 - 07.2022
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity and provide alarm reset instructions and basic troubleshooting to customers.
- Dispatching proper authorities for residential and small business alarms as well as contacting and notifying responsible parties.
- Paying attention to detail documenting alarm handling procedures within the alarm screens, while maintaining composure during intense calls.
- Licensed with all States to process alarms in accordance with departmental procedures.
Remote Call Center Associate
Proctor Financial Inc
07.2021 - 08.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues utilizing an extensive knowledge of products, services, and company information.
- Provide response to all incoming telephone queries received from customers in timely and professional manner.
- Excellent organization skills with the ability to work as a team and independently.
- Ability to multi-task between various software programs.
- Handle questions and complaints in compliance with state regulations where applicable.
- Provide excellent customer service to meet the needs of the insured, agent and all other internal and external.
Intake Specialist
Morgan and Morgan Law Firm
07.2019 - 03.2020
- Managed a high-volume workload, answering 150-200 daily calls from prospective clients.
- Demonstrated empathy by actively listening to clients' cases, addressing their concerns, and gathering critical information.
- Utilized precise questions to ensure clients were efficiently routed to the appropriate department, resulting in first-call resolutions.
- Applied critical thinking and independent judgment skills to provide accurate and tailored information.
- Maintained meticulous documentation of client requests and inquiries in the call history database, emphasizing attention to detail.
- Committed to continuous education on company policies, procedures, and legal updates to ensure the provision of up-to-date and accurate information.
Operator and Dispatcher
Tri-State Answering Service
09.2014 - 06.2019
- Managed a demanding workload, handling 150-200 inbound calls daily in a fast-paced environment.
- Successfully met strict deadlines and fulfilled specific client requests with precision and efficiency.
- Acquired expertise in medical terminology and insurance practices, ensuring accurate communication with healthcare providers and patients.
- Demonstrated proficiency in general home procedures and practices, enhancing the quality of service provided to clients.
Customer Service Associate
DIRECTV
03.2008 - 04.2014
- 30-50 inbound calls per day addressing customer inquiries about their programming and equipment.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and engagement, and resolving issues while maintaining the companies policies and procedures.
- Promoted to the Retention/ Cancelation department in 2012 where I successfully retained 75% of all client contacts.
- Efficient service provider with high levels of accuracy and consistently high-quality assurance scores.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Assisted the training team in new hire training as well as a peer support supervisor regularly.
Customer Service Associate
Amazon.com
11.2004 - 01.2008
- Answered an average of 50 calls per day by addressing customer inquiries, solving problems, and providing new product information.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Communicated with customers via email as well on inquiries of late shipments and product availability.
- Daily interaction among a wide variety of personalities with a great ability to defuse volatile customer situations calmly and courteously.
- Supported the Learning and Development team as an instructor for new hire training as well as peer up training courses.
Education
High School Diploma -
DeLand High School
DeLand, FL06.1994
Skills
- Tech-savvy, with the ability to multitask and navigate through different tools and applications (Office 365, Google Suite, Amazon Connect, Salesforce) with both speed and accuracy
- Able to operate multiple monitors cohesively
- Strong problem-solving skills
- Excellent multi-line phone Operations
- Effective verbal and written communication
- Exceptional data entry and Tracking
- Quick learner
- Organized and efficient
- Outstanding team player
- Dependable and reliable
- Exceptional at building rapport with clients and customers
- Well versed in handling escalated or crisis situations effectively
References
PROFESIONAL
Brian Mays- Manager 2 years
(740)-307-8674
Derrick Wattie - Coworker 2 years
(304)-360-1786
PERSONAL
Maranda Nelson - Friend 5 years
(304)-360-5455
Timeline
Sales Associate/ Kitchen Manager
Speedway Gas Station
03.2023 - Current
Front Desk/ Night Auditor
Best Western Hotel
07.2022 - 10.2022
Operator and Dispatcher
Adt Home Security Criticom Monitoring Services
05.2022 - 07.2022
Remote Call Center Associate
Proctor Financial Inc
07.2021 - 08.2021
Intake Specialist
Morgan and Morgan Law Firm
07.2019 - 03.2020
Operator and Dispatcher
Tri-State Answering Service
09.2014 - 06.2019
Customer Service Associate
DIRECTV
03.2008 - 04.2014
Customer Service Associate
Amazon.com
11.2004 - 01.2008
High School Diploma -
DeLand High School
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