Takiya White
Moncks Corner,SC
Summary
Authorized to work in the US for any employer Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase and drive business results.
Overview
7
7
years of professional experience
Work History
Warehouse Packer
DLH
Ladson, SC
02.2023 - Current
- Scanning and packing prescription medicines for veterans
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Verified items packaged and address on boxes matched customer order invoices to avoid shipping errors.
- Supported warehouse operations through cross-training in other departments such as receiving, order picking, and stocking shelves.
- Picked and packed order items.
Security Officer Part Time
Allied Universal Security Services
Ladson, SC
12.2022 - Current
- Guarding entry and premises
- Customer service
- Inputting verification in company's database
- Checked and verified photo identification prior to granting facility access.
- Verifying paperwork for BOL
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Data entry
Customer Service Representative Seasonal
BroadPath Healthcare WFH
Temp Remote
10.2022 - 12.2022
- Explain medical plans to members, pharmacies, any additional verified call with whom agents work with to resolve member issues
- Handling calls for customers who have inquiry about their prescriptions
- Contacting pharmacy
- Updating customer contact information
- Updating customer card information
- Processing payments
- Processing prescription refills for customers
Independent Contractor
DoorDash
South Carolina
04.2022 - 10.2022
- Driving personal vehicle to deliver food or other items to customers in a specific location
- Communicating with dispatchers regarding delivery details such as drop-off points, addresses, phone numbers, and names of customers
- Gathering payment from customers for their order with dasher card or app pickup
- Keeping records of deliveries made each day
- Delivering food by walking to customers’ homes or businesses, carrying bags of food, and ringing doorbells or drop off with photo to announce their arrival
- Talking with customers to answer questions, accept orders, and arrange deliveries
Customer Service Representative
TELUS International
Ladson, SC
07.2021 - 06.2022
- Handling calls for customers with bank transfers, assisting with online accounts, accepting deposits, and answering banking or financial related questions
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Review credit applications
- Accept or decline credit request.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
Customer Service Representative Supervisor
Alorica
Charleston, SC
05.2018 - 07.2021
- Taking inbound for customers who need help with their online orders or in-store purchased for retailer store ULTA Beauty
- Supervised 15 agents in providing excellent customer service to callers requiring assistance for purchases made either in store or online and in-store issues/ complaints.
- Recruited, hired, trained and supervised staff of 15-20 and implemented mentoring program that offered positive employee engagement.
- De-escalates calls and escalates to corporate for further approval of customers request,
- Entered shipping information into computer system and estimated freight and postal rates.
- Determined method of shipment and prepared bills of lading, invoices and other shipping documents
Claims Customer Service Representative
IQor
North Charleston, SC
12.2016 - 01.2018
- Served as liaison for Volkswagen's and Audi transmission class settlement case, which was filed in 2015.
- Checked eligibility for claim if customer's car was manufactured from 2009-2016 by Volkswagen, Audi, SEAT, or Porsche
- Checked documentation for accuracy and validity on updated systems.
- Reviewed claims submitted and evaluate customer's situation surrounding their claim,
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Posted payments to accounts and maintained records.
- Answered incoming phone calls to articulate product value to prospective customers and support current claim.
- Informed customer's status of claim and if settlement amount was approved or denied.
Collections Representative
IQor
North Charleston, SC
12.2016 - 01.2018
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Recorded all information regarding financial status of customers.
- Processed payments and applied to customer balances.
- Handled 80-90 outbound and inbound calls daily with goal of collecting owed debt.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
Technical Support Representative
IQor
North Charleston, South Carolina
12.2016 - 01.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and equipment.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Activated accounts for clients interested in new services.
- Resolved system, hardware and telephone issues within 8 hours, improving efficiency among departments.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
Diploma -
Lake Marion High & Technology Center
Santee, SC05.2011
Skills
- Call Center or Work from home
- Customer Account Management
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Call Documentation
- Order and Refund Processing
- Strong Analytical and Problem-Solving Skills
- Credit Card Payment Processing
- Solving Customer Concerns
- Call Transfers
- Citrix
- Microsoft Teams
- Order Picking
- Customer Service
- Packing and shipping
Timeline
Warehouse Packer
DLH
02.2023 - Current
Security Officer Part Time
Allied Universal Security Services
12.2022 - Current
Customer Service Representative Seasonal
BroadPath Healthcare WFH
10.2022 - 12.2022
Independent Contractor
DoorDash
04.2022 - 10.2022
Customer Service Representative
TELUS International
07.2021 - 06.2022
Customer Service Representative Supervisor
Alorica
05.2018 - 07.2021
Claims Customer Service Representative
IQor
12.2016 - 01.2018
Collections Representative
IQor
12.2016 - 01.2018
Technical Support Representative
IQor
12.2016 - 01.2018
Diploma -
Lake Marion High & Technology Center