Tamaka Cannon
Dover,US
Summary
Customer service professional equipped to drive team success and operational efficiency with more than 5 years’ experience. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management. Seeking to utilize knowledge and experience within a diverse organization.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
Delaware State University
01.2023 - Current
- Assist managing day-to-day operations and provide guidance to the call center associates in the areas of standardized call center processes and procedures
- Direct operations and performance of the call center by effectively managing associates of the call center team and aligning the call center to serve community members and customers across the functional areas that provide, academic programs, academic support services, and administrative services
- Assist in maintaining and overseeing policies and procedures that impact the quality of service provided to community members and customers
- Participate in the recruiting and hiring of call center associates and supervise, train, and evaluate performance of hired associates
- Establish schedules, work procedures, and recommended improvements to increase efficiency
- Implement operational changes, action plans, and standards related to strategic planning and compliance
- Collaborate regularly with other school departments (Registrar, IT, Financial Aid, Admissions, Public Safety, Student Accounts) to advocate for students and customers
- Design appropriate literature, communications, training, and performance support materials
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Customer Service Agent
Harris-Jones Staffing and Recruiting, LLC
08.2022 - 01.2023
- Handled complex customer telephone inquiries and prioritized initiatives and educational efforts to ensure urgent and important issues were addressed promptly and resolved
- Collaborated regularly with the Division of Strategic Enrollment Management and other pertinent school departments to ensure customers received updated and accurate information
- Assisted in planning call center events, training, workshops, and programming
- Designed appropriate literature, communications, and performance support materials
- Ensured compliance with established performance standards, assisted the team in identifying performance issues, generated solutions for identified problem areas, and created action plans to maintain compliance within the performance requirements
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Service Lead Representative
E-ZPass/Transcore
08.2014 - 09.2020
- Worked in high-volume, dynamic environments, providing skilled assistance to more than 100 customers every day
- Reviewed account and service histories to explore patterns and unresolved issues
- Met and consistently exceeded revenue quotas by promoting products and services during routine calls
- Disseminated information about the company's products and services, as well as taking advantage of upselling opportunities
- Discussed with customers about concerns regarding products or services with a goal to resolve issues and increase sales
- Escalated complex issues, resolved customer concerns, and scheduled follow-up appointments, if needed with friendly and knowledgeable service
- Took payments and updated accounts with the most up-to-date information
- Maintained customer loyalty by providing fast, friendly, and knowledgeable service for routine questions and complaints
- Ensured that productivity and quality standards were always met while gathering data from customers and asked open-ended questions to better understand their needs and respond quickly
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
Education
Diploma -
Polytech High School
Woodside, DE06.1996
Skills
- Team Leadership
- Data Entry
- Self-motivated
- Conflict Resolution
- Extremely Organized
- Office and Clerical Skills
- Detail Reporting/Documentation Management
- Strong Verbal Communication
- Account updating
- Quality Assurance
- Staffing and scheduling
- Employee Motivation
- Problem-solving abilities
Timeline
Call Center Supervisor
Delaware State University
01.2023 - Current
Customer Service Agent
Harris-Jones Staffing and Recruiting, LLC
08.2022 - 01.2023
Customer Service Lead Representative
E-ZPass/Transcore
08.2014 - 09.2020
Diploma -
Polytech High School
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