Tajunae Palmer
Wilmington,NC
Summary
Adept at enhancing customer satisfaction and data collection efficiency, I leveraged my computer engineering and active listening skills at FEMA and USAA to resolve complex issues and improve service delivery. Leveraging critical thinking and live chat support, I resolved complex issues, fostering long-term loyalty. My proactive approach and ability to maintain professionalism under pressure stand out, showcasing my dedication to quality control and relationship building. My approach, focused on critical thinking and quality control, significantly improved client relationships and operational effectiveness.
Overview
6
6
years of professional experience
Work History
Computer Engineering
FEMA
10.2021 - Current
- Enhanced data collection efficiency with detailed reporting of findings for FEMA''s Disaster Assistance Program.
- Answered inbound calls from individuals who have been in disasters and need assistance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing disaster concerns and providing accurate information and resources.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
Customer Experience Specialist
USAA
02.2019 - 10.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for members.
- Collaborated with other departments, such as Insurance or Fraud, to ensure seamless customer service experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Highland Springs
Henrico, VA06-2019
Skills
- Computer engineering
- Computer engineering and information
- Computer systems efficiency
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Technical support
- Building rapport
- Quality control
- Live chat support
Timeline
Computer Engineering
FEMA
10.2021 - Current
Customer Experience Specialist
USAA
02.2019 - 10.2021
High School Diploma -
Highland Springs
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