Tamara Massman
Austin,TX
Summary
Resourceful and people-focused professional with a strong foundation in education, customer support, and cross-functional collaboration. Proven track record of building meaningful relationships, resolving complex issues efficiently, and communicating clearly across phone, email, and internal systems. Known for a proactive mindset, strong organizational skills, and ability to adapt quickly in fast-paced environments. Eager to bring a solution-oriented approach to a sales role, with a focus on account growth, client retention, and long-term success.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Affinipay
06.2024 - Current
- Managed a high volume of client communications via phone, email, and ticketing systems, consistently exceeding service metrics and improving customer satisfaction by 15%.
- Proactively identified upsell opportunities and escalated product inquiries, supporting the sales cycle with client-focused solutions.
- Collaborated with internal Sales and Support teams through Slack to streamline responses to merchant issues, reducing average resolution time by 25%.
- Developed strong knowledge of payments systems, merchant pain points, and internal tools, establishing a foundation for consultative selling and account management.
Manager
Juiceland
09.2023 - 05.2024
- Oversaw day-to-day operations and led team performance in a competitive, fast-paced environment with a strong focus on customer engagement.
- Implemented process improvements that enhanced service efficiency and staff productivity.
- Trained and coached staff on effective communication and upselling techniques to drive daily sales goals.
- Regularly interacted with local vendors and customers, building strong community relationships and increasing store traffic.
Teacher & Team Lead
Austin ISD
08.2019 - 09.2023
- Spearheaded communication strategies to engage parents, students, and staff, leading to a 20% increase in academic outcomes and family involvement.
- Managed and led a cross-functional team of educators; provided mentorship and training to improve performance and retention.
- Delivered data-informed presentations and proposals to school leadership, mirroring skills required for persuasive communication in a sales context.
- Recognized for excellence in leadership and collaboration.
Teacher
Harmony Public Schools
08.2016 - 09.2019
- Designed and executed classroom strategies that improved student test scores by over 30%.
- Coordinated school-wide outreach events to boost student and community engagement, mirroring outreach and lead-generation efforts in sales.
- Managed multiple concurrent responsibilities and projects while maintaining a strong focus on relationship building and results.
Education
Bachelor of Science - Education
The University of Texas at Austin
Austin, TX05.2016
Customer Success Management, Salesforce
LinkedIn Learning
06.2023
Skills
- Salesforce proficiency
- Outbound calling and cold outreach
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Teamwork and collaboration
- Customer service
Awards
Affinipay "Rise and Shine" Award
Timeline
Customer Support Specialist
Affinipay
06.2024 - Current
Manager
Juiceland
09.2023 - 05.2024
Teacher & Team Lead
Austin ISD
08.2019 - 09.2023
Teacher
Harmony Public Schools
08.2016 - 09.2019
Customer Success Management, Salesforce
LinkedIn Learning
Bachelor of Science - Education
The University of Texas at Austin
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