Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
background-images
Tama Dorce

Tama Dorce

Orlando,FL

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Alorica
07.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Technical Support Representative

Spectrum Charter
08.2017 - 05.2022
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.
  • Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
  • Collaborated with product teams to improve software based on customer feedback.
  • Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
  • Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
  • Developed user-friendly guides for common issues, reducing volume of support tickets.
  • Enhanced customer loyalty with prompt and effective resolution of technical issues.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
  • Played key role in project that significantly reduced system downtime for major clients.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.

Retail Cashier

Universal Studio Orlando
05.2015 - 07.2017
  • Helped customers complete purchases, locate items, and join reward programs.
  • Provided excellent service through active listening skills, addressing customers'' needs effectively .
  • Maintained a clean and organized workspace, promoting a positive shopping experience for customers.
  • Greeted all customers warmly to build welcoming and positive atmosphere within store.
  • Cultivated a welcoming retail environment by greeting customers warmly upon entry, setting a friendly tone throughout their visit .
  • Assisted customers by answering questions and fulfilling requests.
  • Resolved customer complaints promptly and professionally, fostering a positive reputation for the store.
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
  • Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Trained new employees on company policies, register operations, and effective communication techniques with customers.
  • Enhanced customer satisfaction by providing efficient and accurate cash handling services.
  • Balanced cash drawer at the end of each shift, ensuring accuracy and accountability.
  • Contributed to loss prevention efforts by adhering to cash handling policies and procedures.
  • Maintained presentable customer areas with diligent cleaning and proactive recovery management.
  • Handled high-volume sales periods with composure, maintaining efficiency during peak hours.
  • Supported store merchandising initiatives by restocking shelves and creating visually appealing displays.
  • Answered questions about store policies and addressed customer concerns.
  • Displayed adaptability when faced with unexpected challenges, working closely with colleagues to maintain smooth operations during busy shifts .
  • Collaborated with team members to meet daily sales targets and deliver exceptional customer service.
  • Issued detailed receipts to every customer to provide proof of purchase and avoid discrepancies.
  • Assisted with store inventory management, ensuring timely replenishment of stock on the sales floor.
  • Processed various payment methods accurately while maintaining confidentiality of customer information.
  • Operated POS terminals and cash drawer balancing.
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Processed refunds and exchanges in accordance with company policy.
  • Used POS system to enter orders, process payments and issue receipts.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Learned duties for various positions and provided backup at key times.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.

Education

Associate Of Arts - General Studies

Seminole State College of Florida
Oviedo, FL
08.2013

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Administrative support
  • Prioritization
  • Staff training
  • De-escalation techniques
  • Technical support
  • Quality control
  • Live chat support
  • Filing
  • Dispute resolution
  • Product sales
  • Product and service solutions
  • Multi-line phone talent
  • Sales expertise
  • Store maintenance
  • Recordkeeping strengths
  • Account updating
  • Research
  • Reading comprehension
  • Spreadsheets
  • Service upselling
  • Office equipment proficiency
  • Staff education and training
  • Retail store support
  • Stock management
  • Service standard compliance
  • Quality assurance controls
  • Escalation management
  • Shipping and logistics
  • POS systems expert
  • CRM software
  • Credit adjustments

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Alorica
07.2022 - Current

Technical Support Representative

Spectrum Charter
08.2017 - 05.2022

Retail Cashier

Universal Studio Orlando
05.2015 - 07.2017

Associate Of Arts - General Studies

Seminole State College of Florida

Similar Profiles

CREATE PROFILE