Summary
Overview
Work History
Education
Skills
Timeline
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Tamara Goodman

Missouri City,TX

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

T-Mobile
01.2017 - 11.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Tracked customer service cases and updated service software with customer information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

CSR Supervisor

Bloomberg Processing (Remote)
04.2013 - 09.2017
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Kept high average of performance evaluations.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Conducted investigations of customer accounts and payment histories.
  • Reconciled vendor statements and handled payment complaints or discrepancies.
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Counseled debtors on payment options and arranged installment agreements.

Inbound Call Center Representative

Graven Austin And Drake Inc.
05.2013 - 05.2015
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Built positive relationships with customers by providing exceptional customer service.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Provided customers with product information and answered inquiries to provide top-quality service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Customer Service Representative

Xbox
01.2008 - 04.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated to collect balance in full.

Reservation Agent

Luxor Las Vegas
06.2007 - 01.2008
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided customers with information about availability and pricing.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Handled billing information over phone.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Maintained awareness of types of rooms available in different resort locations.
  • Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Produced and shared customer service reports to support management decision-making.

Reservation Agent

Circus Circus Hotel & Resort
06.2007 - 01.2008
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided customers with information about availability and pricing.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.

Inbound Call Center Representative

Alorica
04.2005 - 06.2007
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Built positive relationships with customers by providing exceptional customer service.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Provided customers with product information and answered inquiries to provide top-quality service.
  • Followed standard operating procedures when handling customer problems and complaints.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Facilitated communication between customers and other departments to facilitate resolution.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.
  • Prioritized customer service requests in order of urgency to promptly resolve critical issues.
  • Provided timely feedback to management regarding customer inquiries and issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Processed debit and credit card and electronic check payments.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Approved and terminated customer contracts upon request.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Associate of Science - Mortuary Science

Commonwealth Institute of Funeral Service
Houston, TX
05.2025

No Degree - CNA

Nurse Nancy
Colorado Springs, CO
03.2012

High School Diploma -

Widefield High School
Colorado Springs, CO
05.2005

Skills

  • Information Security
  • Product Knowledge
  • Appointment Scheduling
  • Complaint Resolution
  • Scheduling
  • Paperwork Processing
  • Data Collection
  • Call Management
  • Report Generation
  • Problem Resolution
  • Recordkeeping Strengths
  • Medical Terminology Knowledge
  • Order Processing
  • Technical Support
  • Administrative Support
  • Microsoft Excel
  • Conflict Resolution
  • Microsoft PowerPoint
  • Professional Telephone Demeanor
  • Quality Control
  • Report Preparation
  • Team Development
  • Multi-Line Phone Talent
  • Office Equipment Proficiency
  • Call Triaging
  • Order Fulfillment
  • Microsoft Office Suite
  • Computer Proficiency
  • Problem-Solving Abilities
  • Service Upselling
  • [Software] CRM System Proficiency
  • Proofreading
  • Promotional Support
  • Reading Comprehension
  • Training Development Aptitude
  • Microsoft Outlook
  • Prioritization
  • Credit Adjustments
  • Brand Representation
  • Client Relations
  • Call Center Operations
  • Active Listening
  • Product Education
  • Conflict Mediation
  • Telephone Reservations
  • Transportation Information
  • Telephone Reception
  • Phone Etiquette
  • Upselling Proficiency
  • Travel Bookings
  • Call Control
  • Hotel Accomodations
  • Schedule Maintenance
  • Customer Engagement
  • Cost Planning
  • Reservation Confirmation
  • Problem-Solving
  • Documentation and Reporting
  • Payment Processing
  • Issue Resolution
  • Detail Oriented
  • Data Entry
  • Computer Reservation Software
  • Accommodation Planning
  • Creative Thinking
  • Phone and Email Etiquette
  • Relationship Building
  • Decision-Making
  • Documentation
  • Flexible Schedule
  • Special Needs Assistance
  • Team Leadership
  • Baggage Handling Procedures
  • Critical Thinking
  • Customer Service
  • Microsoft Office
  • Telemarketing Expertise
  • Inbound Sales
  • Information Protection
  • Call Management Software
  • Performance Metrics
  • High-Volume Call Centers
  • CallSelect Communication Systems
  • Order Management
  • System Documentation
  • Call Decisioning
  • Quality Assurance
  • Technical Troubleshooting
  • Verbal and Written Communication
  • Problem-Solving Skills
  • Resolving Issues
  • Call Center Customer Service
  • Customer Communications
  • Calm Disposition
  • Training Experience
  • Prospecting Skills
  • Account Management
  • Communicating With Clients
  • 64 WPM

Timeline

Customer Service Representative

T-Mobile
01.2017 - 11.2019

Inbound Call Center Representative

Graven Austin And Drake Inc.
05.2013 - 05.2015

CSR Supervisor

Bloomberg Processing (Remote)
04.2013 - 09.2017

Customer Service Representative

Xbox
01.2008 - 04.2013

Reservation Agent

Luxor Las Vegas
06.2007 - 01.2008

Reservation Agent

Circus Circus Hotel & Resort
06.2007 - 01.2008

Inbound Call Center Representative

Alorica
04.2005 - 06.2007

Associate of Science - Mortuary Science

Commonwealth Institute of Funeral Service

No Degree - CNA

Nurse Nancy

High School Diploma -

Widefield High School

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Tamara Goodman