Tamara Chavez
Lonetree,CO
Summary
Dynamic Client Service Specialist at Charles Schwab with a proven track record in problem resolution and client relationship management. Expert in leveraging technology to enhance service delivery, while mentoring new hires to foster team success. Committed to achieving high customer satisfaction through effective communication and engagement strategies.
Overview
28
28
years of professional experience
Work History
Client Service Specialist
Charles Schwab
Lonetree, USA
05.2021 - Current
- Delivered client service with 'one call resolution', effectively managing 40 – 60 inbound calls daily.
- Actively listening to gain a thorough understanding of the client’s financial needs.
- Resolve client issues by leveraging technology and business experts within the company.
- Acted as Point of Contact (POC) for advanced colleague troubleshooting, client escalations, and team support.
- Collaborated with team of 10 – 15 professionals to educate clients and resolve complex inquiries.
- Trained new hires on departmental processes and best practices.
Cashier (Temporary)
Target
Greenwood Village, USA
11.2024 - 01.2025
- Seasonal Checkout Advocate with specific focus on cashiering and self-checkout.
- Processed customer transactions efficiently using POS technology.
- Guided guests in locating items and provided tailored support.
- Executed various front-end tasks to enhance overall team operations.
- Item lookup with handheld Zebra device.
Part Time Team Member, Cashier
Whole Foods Market
Centennial, USA
09.2023 - 03.2024
- Engaged customers by greeting and directing them to appropriate checkout lanes, improving their shopping experience.
- Payments processing via the point-of-sale system and cash handling for purchases.
- Maintained cleanliness and organization of checkout lanes to ensure a welcoming environment for customers.
- Oversee the Self-Checkout area including customer guidance and education of the computer system.
- Performed front-end responsibilities to support and elevate overall customer service quality.
Graduate Academic Advisor
Naropa University
Remote
05.2020 - 05.2021
- Academic guidance and coaching of graduate-level Psychology students.
- Aligned academic goals with degree plan and professional licensure guidelines to support student success.
- Facilitated regular phone and Zoom meetings to strengthen collaboration among students and faculty.
- Collaborated with college Graduate Admissions and Counseling Psychology leadership and faculty to streamline student onboarding.
- Primary use of the CMS Ellucian, the LMS Canvas, and Microsoft Office 365.
Sortation Associate - Seasonal/Part-time/Overnight
Amazon
Denver, USA
09.2019 - 08.2020
- Executed induction, diversion, pulling, and stowing of packages to maintain workflow efficiency.
- Facilitated concise and timely workflow throughout the warehouse.
- Sorted outbound packages at Denver (DDE6) location to ensure timely delivery.
- Supported warehouse operations by completing diverse tasks to facilitate smooth processes.
Academic Advisor
Zovio
Denver, USA
09.2019 - 03.2020
- Guided undergraduate and graduate students in academic planning and problem-solving.
- Address immediate student questions and concerns via phone and email.
- Compiled and presented daily and weekly reports on activity generation and closures to inform program strategies.
- Managed tasks and activities for the core program team overflow.
- Managed workflow through Campus Vue, MS Office Suite, and proprietary SharePoint tools.
Membership Consultant-Shift Lead
Orangetheory Fitness
Denver, USA
04.2018 - 09.2019
- Executed daily, weekly, and monthly deliverables, including serving as manager on duty in absence of Studio Manager and Assistant Manager.
- Printing reports including weekly declines and unpaids and calling daily.
- Managed studio inventory to ensure stock levels met operational needs.
- Processing upgrades, downgrades, cancels, and freezes.
- Executed supplementary tasks from management to enhance workflow efficiency.
Liability Claims Adjuster
Esurance
Lonetree, USA
06.2016 - 03.2017
- Determined liability for high-volume non-injury auto claims, ensuring accurate and timely resolutions.
- Evaluate coverage, interpret policy language, and determine exposures for each loss.
- Complete material damage assignments and handle initial rental assignments.
- Identified referrals for subrogation, SIU, and bodily injury departments.
- Achieved weekly unit metrics by managing inbound and outbound calls, overseeing claim feature inventory, and enhancing customer service survey scores.
Operations Support Coordinator I
DeVry University
Westminster, USA
09.2015 - 06.2016
- Supported Center Dean, Campus Director, and Registrar in streamlining operations.
- Coordinated faculty schedule updates across two Colorado campuses for optimal coverage.
- Managed faculty payroll processes using Pro Score to ensure accurate and timely payments.
- Coordinate and arrange department meetings, prepare agendas, and reserve meeting space.
- Greet and direct prospective and/or current students or visitors.
- Answered incoming calls, provided information to each caller, and referred calls to the appropriate department.
Online Adjunct Faculty-General Education
Westwood College Online
Westminster, USA
12.2006 - 03.2016
- Credentialed to teach in the areas of Professional Development and Psychology.
- Utilized various Learning Management Systems, including Blackboard and E College, to enhance student engagement and facilitate course delivery.
- Delivered online course instruction while maintaining timely email and phone communications to support student success.
Claims Specialist I
Allied Nationwide Insurance
Denver, USA
03.2014 - 08.2015
- Authorize and/or approve all claims payments with the delegated authority or within the maximum limits as outlined in company policies and procedures.
- Conduct liability and coverage investigations for non-injury casualty lines claims across eleven states, ensuring compliance and thoroughness.
- Negotiate settlements with claimants and policyholders to achieve fair resolutions and uphold company standards.
- Initiate and follow up on claims using the claims handling system and related systems, enhancing communication and case tracking.
- Supported Claims Manager by completing assigned responsibilities to maintain workflow.
Instructional Specialist
University of the Rockies
Denver, USA
12.2011 - 10.2013
- Monitored and coached faculty to enhance teaching effectiveness.
- Addressed instructor issues promptly to ensure seamless course delivery and maintain instructional quality.
- Analyzed course evaluations and provided actionable feedback to enhance online graduate faculty performance.
Assistant Dean-General Education
Westwood College Online
Westminster, USA
01.2007 - 12.2011
- Coached and mentored General Education faculty to enhance teaching effectiveness.
- Coordinated term scheduling for 200 faculty members, ensuring optimal course offerings.
- Addressed student issues and concerns to support academic success.
- Assist in curriculum development.
- Supported Dean in various responsibilities.
MBA Advisor
Westwood College Online
Westminster, USA
12.2006 - 01.2007
- Facilitated prompt resolution of student issues and concerns, enhancing overall student experience.
- Advised online students daily on course term issues, ensuring timely resolution and support.
- Maintain a student population of 350+ undergraduate and graduate level students.
- Monitored daily and weekly call time and number goals to optimize student support services.
- Cooperated with Education and Program Director to implement the MBA Program.
Continuing Student Advisor
Westwood College Online
Westminster, USA
10.2005 - 06.2006
- Advised continuing online students daily on course term issues, enhancing their academic experience.
- Resolved student issues and concerns promptly, improving satisfaction and retention.
- Achieved daily and weekly call objectives through effective communication.
- Maintained a student population of approximately 200 students.
Customer Service Representative
Alpine Access
Golden, USA
02.2005 - 10.2005
- Processed inbound customer service calls and requests, including payment transactions.
- Handled credit billing to ensure timely processing for three major retail credit companies.
- Monitored daily, weekly, and monthly talk time and adherence standards.
Frontline Teller
Bellco Credit Union
Westminster, USA
06.2003 - 10.2003
- Processed financial transactions, including deposits, loan payments, and withdrawals, ensuring accuracy and efficiency.
- Leveraged in-depth knowledge of credit union products and services to assist members effectively.
- Identified sales opportunities and directed members to appropriate sales staff to enhance service experience.
Customer Service Representative -Personal Lines
Safeco Insurance
Golden, USA
09.2002 - 06.2003
- Answered calls regarding auto, home, and recreational vehicle insurance, providing accurate information and support.
- Resolved billing and policy inquiries from agents and customers, enhancing customer satisfaction.
- Process policy changes, quotes and potential new business inquiries.
- Operated extensive desktop and business applications to streamline personal lines processes.
- Monitored call metrics daily to improve efficiency.
Call Center Manager
Global Crossing Conferencing
Westminster, USA
04.1998 - 06.2002
- Supervised 18 customer care specialists, fostering a collaborative environment to enhance team dynamics.
- Coached and mentored staff, facilitating professional growth and skill development.
- Facilitated monthly team meetings and weekly department management meetings.
- Developed and implemented staff incentive and recognition programs to boost morale and engagement.
- Headed up several task force projects designed to increase call center efficiencies and processes.
- Coordinated the orientation and transition of new clients into the call center.
- Collaborated with account managers to ensure prompt client follow-up with incidents.
- Developed and delivered yearly employee performance appraisals, quarterly one on one-on-ones, and goal planning sessions.
Education
Master's - Psychology
Capella University
Minneapolis, MN03-2007
Bachelor's - Business
Regis University
Denver, CO12-2004
Skills
- Client relationship management
- Call center operations
- Customer engagement
- Problem resolution
- Technology utilization
- Mentoring and coaching
Timeline
Cashier (Temporary)
Target
11.2024 - 01.2025
Part Time Team Member, Cashier
Whole Foods Market
09.2023 - 03.2024
Client Service Specialist
Charles Schwab
05.2021 - Current
Graduate Academic Advisor
Naropa University
05.2020 - 05.2021
Sortation Associate - Seasonal/Part-time/Overnight
Amazon
09.2019 - 08.2020
Academic Advisor
Zovio
09.2019 - 03.2020
Membership Consultant-Shift Lead
Orangetheory Fitness
04.2018 - 09.2019
Liability Claims Adjuster
Esurance
06.2016 - 03.2017
Operations Support Coordinator I
DeVry University
09.2015 - 06.2016
Claims Specialist I
Allied Nationwide Insurance
03.2014 - 08.2015
Instructional Specialist
University of the Rockies
12.2011 - 10.2013
Assistant Dean-General Education
Westwood College Online
01.2007 - 12.2011
Online Adjunct Faculty-General Education
Westwood College Online
12.2006 - 03.2016
MBA Advisor
Westwood College Online
12.2006 - 01.2007
Continuing Student Advisor
Westwood College Online
10.2005 - 06.2006
Customer Service Representative
Alpine Access
02.2005 - 10.2005
Frontline Teller
Bellco Credit Union
06.2003 - 10.2003
Customer Service Representative -Personal Lines
Safeco Insurance
09.2002 - 06.2003
Call Center Manager
Global Crossing Conferencing
04.1998 - 06.2002
Master's - Psychology
Capella University
Bachelor's - Business
Regis University