Tamar Lowery
Mount Pleasant,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
12
12
years of professional experience
Work History
US CCT MAIN - US CCT MAIN IN WARRANTY
RANDSTAD AT WHIRLPOOL
07.2023 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Maintained and managed customer files and databases.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
Client Communications Specialist
Rocket Mortgage
11.2021 - 02.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Managed to call over 800 clients per day
Business Owner
Xtreme Cleaning
07.2020 - 11.2021
- Delivered quality customer service to address urgent needs and cleaning requests.
- Worked on cleaning team to service hotels, offices and other commercial buildings.
- Maintained all financial records for business
- Coordinate schedule for all properties to properly maintain cleanliness in timely manner
Business Owner
Precious Moments Childcare
08.2015 - 07.2020
- Created safe place for children to learn, grow, and explore
- Cared for children from birth to school ages.
- Maintained effective schedule balance between rest periods, active play and instruction.
- Taught children to organize toys, wash hands and share by leading by example.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Monitored entrances and exits to maintain safety and organized environments.
Supervisor
Prestige Center
10.2012 - 08.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Education
No Degree - Early Childhood Education
Mid Michigan Community College
09.2015
No Degree - Real Estate
HOLLOWAY REAL ESTATE INSTITURE INC.
DeWitt, MI (ONLINE COURSE)11.2010
High School Diploma -
Shepherd High School
Shepherd, MI05.1997
Skills
- Upselling Products and Services
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Call Control
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Call Documentation
- Proficiency in Excel and Outlook
- Proficiency in Microsoft Office and G Suite
- Strong negotiation skills
- Customer Relations
- Objection handling
Timeline
US CCT MAIN - US CCT MAIN IN WARRANTY
RANDSTAD AT WHIRLPOOL
07.2023 - Current
Client Communications Specialist
Rocket Mortgage
11.2021 - 02.2023
Business Owner
Xtreme Cleaning
07.2020 - 11.2021
Business Owner
Precious Moments Childcare
08.2015 - 07.2020
Supervisor
Prestige Center
10.2012 - 08.2015
No Degree - Early Childhood Education
Mid Michigan Community College
No Degree - Real Estate
HOLLOWAY REAL ESTATE INSTITURE INC.
High School Diploma -
Shepherd High School
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