Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tahira L. Waters

Columbus,Ohio

Summary

Customer Service Representative - Client Relations - Data Entry. Highly enthusiastic customer service representative with 6+ years client interface experience. Motivated customer service representative with over 3 years retail experience in a past-paced environment. Dedicated customer service representative with motivation to maintain customer satisfaction and contribute to company success. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. Motivated team lead focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution. Effectively trained Customer Service Lead offering a background assisting clients in the insurance sector. Educated Customer Service Lead with great coaching, documentation and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. customer service with extensive knowledge. Pleasant Customer Service Lead remains calm under pressure. Proudly promoting numerous awards for a career of outstanding service. Motivated focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.

Overview

20
20
years of professional experience

Work History

Customer Service Team Lead & Trainer

United Commercial Travelers
COLUMBUS, OHIO
04.2017 - 07.2024
  • I, scanned, received and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
  • Responded to customer calls within 1 hours to swiftly resolve issues and answer questions
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
  • Responded to customer requests for products, services and company information
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Determined and recommended methods to address improvement opportunities
  • Received incoming calls and messages and addressed or triaged phone requests.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Assisted with recruiting and hiring perspective candidates.
  • Made certain associates adhered to schedules to achieve service goals.
  • Attended job training to sharpen skills and keep informed of new products.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Developed strategies to assist associates in meeting goals.

Lead Customer Service rep

Zuily
Groveport, OH
04.2014 - 01.2016
  • Effectively managed an high-volume of inbound and outbound customer calls
  • Answered a constant flow of customer calls with up to 5 calls in queue per minute
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Defused volatile customer situations calmly and courteously

Supervisor

Garden City Group, LLC
Dublin, OH
06.2010 - 04.2012
  • Garden City Group dublin, ohio Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • At the company Garden City Group, I worked with agents with inbound and some outbound calls to clients
  • I managed 15 Customer service rep's at this call center. Earned MY SUPERVISOR'S trust by serving as key holder, responsibly an elevated customer experience to generate a loyal clientele
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Coached staff members to develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Enforced company policies, answered coworkers' questions and trained new personnel.

Customer Service Rep

Jp Morgan Chase
Columbus, ohio
01.2005 - 05.2009
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.Executed
  • Outbound calls to existing customer base resulting in % increase in sales
  • Educational Background

Education

GED -

Columbus Urban League
Columbus, OH
1995

Skills

  • Customer-oriented
  • Talented client relations manager
  • Skilled in call center operations
  • Customer interface expertise
  • Multi-line phone operation proficiency
  • Call center metrics decoding aptitude
  • Call center metrics decoding aptitude
  • Persuasive speaker
  • Strong problem solving aptitude
  • Team leadership
  • Training and development
  • Quality control
  • Inbound and Outbound Calling
  • Customer relations

Timeline

Customer Service Team Lead & Trainer

United Commercial Travelers
04.2017 - 07.2024

Lead Customer Service rep

Zuily
04.2014 - 01.2016

Supervisor

Garden City Group, LLC
06.2010 - 04.2012

Customer Service Rep

Jp Morgan Chase
01.2005 - 05.2009

GED -

Columbus Urban League
Tahira L. Waters