Talisha Wilson
Antioch,TN
Summary
Customer-oriented time manager and decisive leader. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale- building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Customer Service Tier 2
Genesco/Journeys
08.2023 - Current
- Serves customers by providing product and service information and resolving product and service problems
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Opens customer accounts by recording account information
- Resolved customer complaints efficiently, leading to improved retention rates.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Customer Service Representative
Intellipro Group Inc
05.2022 - 01.2023
- Resolved user issues within 2 minutes 100% accuracy
- Investigated user tickets due to suspension of accounts
- Handled user inquiries, answered questions, and resolved problems in a timely manner via Chat and or email
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Event Planner-Customer Service
403 Events Nashville
06.2021 - 01.2023
- Handles all event bookings, Manages Clients and day to day activities
- Answers event booking inquires and booking accordingly
- Managed payments, refunds and invoices
- Managed administrative logistics of events planning, event booking and event promotions
- Performed event coordination for larger parties and gatherings
- Organized, coordinated and deployed professional events while focusing on delivering superior customer service
- Solicited feedback from clients to assess event success and uncover opportunities for improvement
Verifications Specialist-Customer Service
Cisive
09.2021 - 10.2022
- Processing Information such as Employment, Education Records, Military and Criminal Records for background reports according to company guidelines
- Inbound and Outbound calls
- Followed all company policies and procedures to deliver quality work
- Listened and responded to customer requests and forwarded necessary information to superiors
- Attended training programs to deepen professional skillset and assisted in training fellow team members on existing and new training programs
HR Assistant
Aerotek-Amazon
03.2020 - 02.2021
- Working on the Leave and disability side
- Approving and denying Leave of absence cases for current and former Amazon employees
- Documented human resources records and maintained confidentiality of sensitive personal information
- Responded to inquiries by answering telephone calls, employee related questions and emails
- Improved customer service rankings by quickly resolving issues to improve overall satisfaction
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures
Benefits Specialist-Customer Service
Conduent-HCA
06.2018 - 03.2020
- Assisting HCA employees with any HR needs, such as Payroll, Employer benefits, 401k Transactions
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties
- Coordinated submission and processing of life insurance claims
- Directed and controlled 401K, medical, dental and vision benefit packages
- Updated benefit cost summaries for employer cost tracking
- Developed and oversaw incentive plans, stock options, corporate credit cards and compensation policies determined by financial analysis
Customer Service Representative
Asurion
01.2018 - 06.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- 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
- Submitted service tickets for equipment maintenance requests
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Insurance claims
Assistant General Manager
McDonald's
10.2016 - 01.2018
- Lead shifts, Manage crew members daily
- Assist sales, food safety, time management, and reach daily targets
- Resolved problems promptly to elevate customer approval
- Handled cash accurately and prepared deposits
- Motivated, trained and disciplined employees to maximize performance
- Managed team schedule with eye for coverage needs and individual strengths
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Mentored and motivated team members to achieve challenging business goals
Verifications Researcher-Customer Service
HireRight, LLC
12.2015 - 07.2016
- Verifying Information such as Employment, Education Records, Military and Criminal Records
- Inbound and Outbound calls
- Gathered and organized information for research purposes
- Obtained background check data on characters, financial statuses and personal histories
- Documented information and submitted detailed reports
- Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations
- Worked flexible hours; night, weekend, and holiday shifts
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
Customer Service Representative
Comcast Cable and Xfinity Internet
03.2014 - 09.2014
- Identified, researched and resolved billing variances to maintain system accuracy and currency
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Increased sales by offering advice on purchases and promoting additional products
- Achieved monthly sales goals by promoting product benefits and enrolling new clients
Customer Service Representative
T-Mobile
11.2012 - 05.2013
- Identified, researched and resolved billing variances to maintain system accuracy and currency
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- 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
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- 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
Telemarketer/Sales Representative
Dial America/Sirius XM
07.2012 - 10.2012
- Answered questions about company offerings with knowledgeable responses about products and services
- Completed daily cold calling and outreach to build sales pipeline
- Answered inbound telephone calls from interested customers to persuasively discuss offerings
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas
Education
High School Diploma -
Cedar Creek Academy
Nashville, TN05.2012
Skills
- Microsoft excel
- Computer literacy
- Communication skills
- Time management
- Customer service
- Leadership
- Telemarketing
- Event Planning
- Cold Calling
- Insurance Verification
- Active Directory
- Computer Networking
- Email Etiquette
- Live chat support
- Typing Speed
- Performance Testing
- User Support
- Data Recovery
- Customer Service
- Technical Support
Timeline
Customer Service Tier 2
Genesco/Journeys
08.2023 - Current
Customer Service Representative
Intellipro Group Inc
05.2022 - 01.2023
Verifications Specialist-Customer Service
Cisive
09.2021 - 10.2022
Event Planner-Customer Service
403 Events Nashville
06.2021 - 01.2023
HR Assistant
Aerotek-Amazon
03.2020 - 02.2021
Benefits Specialist-Customer Service
Conduent-HCA
06.2018 - 03.2020
Customer Service Representative
Asurion
01.2018 - 06.2018
Assistant General Manager
McDonald's
10.2016 - 01.2018
Verifications Researcher-Customer Service
HireRight, LLC
12.2015 - 07.2016
Customer Service Representative
Comcast Cable and Xfinity Internet
03.2014 - 09.2014
Customer Service Representative
T-Mobile
11.2012 - 05.2013
Telemarketer/Sales Representative
Dial America/Sirius XM
07.2012 - 10.2012
High School Diploma -
Cedar Creek Academy
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