Tamara Fernandez
Oklahoma City,OK
Summary
Professional communicator with experience in customer service and support. Strong focus on team collaboration and achieving results. Known for adaptability, reliability, and effective problem-solving. Skilled in managing high call volumes, resolving customer concerns, and utilizing CRM systems.
Overview
12
12
years of professional experience
Work History
Travel Agent
Costco Travel
01.2024 - 05.2025
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Followed up with customers to increase customer service with travel plans.
Call Center Lead
T-Mobile
Oklahoma City, OK
11.2018 - 12.2023
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Patient Service Representative
Mercy Hospital Oklahoma City
07.2013 - 10.2018
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
Education
General Education
Western Heights High School
Skills
- Itinerary planning
- Travel industry expertise
- High volume environments
- Call center support
- Call center customer service
- Fast typing speed
- Teamwork and collaboration
- Friendly, positive attitude
- Excellent communication
- Computer skills
- Active listening
- Microsoft outlook, word, and Excel
- Outbound patient calls
- Inbound call management
- Problem-solving
- Time management
- Dependable and responsible
Timeline
Travel Agent
Costco Travel
01.2024 - 05.2025
Call Center Lead
T-Mobile
11.2018 - 12.2023
Patient Service Representative
Mercy Hospital Oklahoma City
07.2013 - 10.2018
General Education
Western Heights High School