Tamala Hollis
Summary
Hardworking Customer Service agent/Management with long track record of guiding teams to exceed customer expectations. Talented at maintaining guest satisfaction, resulting in customer retention and loyalty as well as increased revenue. Dynamic leader with expertise in motivating staff to exercise excellent judgment when providing superior service.
Overview
13
13
years of professional experience
Work History
Guest Services Team Leader
University of Kansas Medical Center
Kansas City, KS
05.2022 - Current
- Arranged translators and other special services for guests.
- Built and maintained productive relationships with employees.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Led team members in specific areas by delegating tasks, answering questions and resolving conflicts.
- Observed employee performance for compliance with policies and standard operating procedures.
- Onboarded new employees with training and new hire documentation.
Customer Service Billing Representative
Spectrum
Kansas City, MO
11.2021 - 04.2022
- Handle high volume of inbound calls from customers regarding billing issues, activation and technical issues, ensure all customers remain informed on their outstanding debts & deadlines.
- Updated databases with new and modified customer data.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provide solutions to complex issues as well as post billing statements and receipts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Licensed Insurance Agent
SelectQuote
Kansas City, MO
12.2019 - 10.2021
- Receive incoming calls from clients to adjust and review insurance policies.
- Advise clients of changes relevant to their current situation(s) to improve coverages of home and auto policies.
- Research and respond to claims and policies made fraudulently and take the appropriate actions.
- Accessed third-party insurance databases to identify coverage of benefits.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Communicate with mortgage companies as well as lien holders and insurance agents via phone, chat & email regarding policy info, coverages, fraud etc.
- Analyzed customer needs and provided best options, upselling products and services.
- Updated patient and insurance data and input changes into company computer system.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
Work Order Verification Specialist
Sprint
Overland Park, KS
09.2016 - 11.2019
- Handle all Sprint Commercial properties such as roof leak, plumbing, trash service, HVAC etc.
- Ensure that we are working to find the best solution for our client with every interaction, handle all interactions with urgency, respect and cheerfulness.
- Assist agents with any issues and/or problems as well as conduct weekly staff meetings to ensure team is efficient, follow up with clients to ensure service was satisfactory.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Also be the Key contact for customer service representatives on escalated customer issues and complaints via phone, chat, email & online requests from all business units on facility-related issues.
- Coached staff on strategies to enhance performance and improve customer relations.
Workforce Specialist
Sprint
Overland Park, KS
09.2010 - 04.2016
- Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
- Provide information, research issues and investigate routine to complex service issues working with appropriate internal departments.
- Developed new-hire training materials regarding all attendance and schedule matters.
- Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis Handled all PTO request as well as day to day functions.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
Education
High School Diploma -
Central High School
Kansas City, MO05.2000
Skills
- Customer Inquiries
- Compliance Requirements
- Account Management
- Workforce Efficiency
- Complaint Reviews
- Excellent Written and Oral Communication
- Telephone Etiquette
- Online Chat
- Leadership and team building
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Guest Services Team Leader
University of Kansas Medical Center
05.2022 - Current
Customer Service Billing Representative
Spectrum
11.2021 - 04.2022
Licensed Insurance Agent
SelectQuote
12.2019 - 10.2021
Work Order Verification Specialist
Sprint
09.2016 - 11.2019
Workforce Specialist
Sprint
09.2010 - 04.2016
High School Diploma -
Central High School
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