Tamara Matthews
Tallahassee,FL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Technical Support Analyst
ADT Security
08.2022 - 04.2024
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
- Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
Inbound Representative Contacts 2
Humana
05.2019 - 07.2022
- Supported team members in achieving company goals by consistently meeting individual performance targets.
- Maintained high levels of product knowledge to provide accurate information to customers.
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
- Continuously expanded knowledge base on current medications and industry advancements for informed decision making.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Day to day handled 70+ phone calls daily.
- Strengthened client relationships through timely follow-up on outstanding issues or requests requiring additional support or research.
Customer Support Advocate
Bank Of America
06.2016 - 03.2019
- Counseled clients during emotionally challenging situations, offering empathy while maintaining professionalism.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Educated customers about available services, products and bank resources.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Managed approximately 40 incoming calls and emails per day for customers.
- Delivered friendly service and offered expert support in every interaction.
Email and Chat Representative
Coinbase
11.2014 - 05.2016
- Supported sales team by answering product-related inquiries via email and chat, contributing to increased conversion rates for potential customers.
- Assisted 30 contacts while navigating 2 monitors on a daily basis.
- Assisted customers with troubleshooting technical issues via step-by-step guidance through email correspondence or live chat sessions.
- Identified opportunities for upselling products or services during live chats based on expressed customer needs or concerns.
- Utilized CRM software proficiently to maintain organized records of all interactions with clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained detailed records of each interaction to ensure accurate reporting and follow-ups when necessary.
Education
Bachelor of Arts - Mass Communications
Mississippi Valley State University
12.2017
Skills
- Goal Oriented
- Computer Literacy
- Complaint Handling
- Cross-selling
- Customer Service
- Call Handling
- Problem Solving
- Product Knowledge
- Technical Proficiency
- Attention to Detail
- CRM Software
- Punctual and Reliable
- Positive Attitude
- Time Management
- Network Troubleshooting
- Empathy and patience
- Ticketing system proficiency
- Remote Support
- Software Installation
Timeline
Customer Technical Support Analyst
ADT Security
08.2022 - 04.2024
Inbound Representative Contacts 2
Humana
05.2019 - 07.2022
Customer Support Advocate
Bank Of America
06.2016 - 03.2019
Email and Chat Representative
Coinbase
11.2014 - 05.2016
Bachelor of Arts - Mass Communications
Mississippi Valley State University
Similar Profiles
Michael KuhlMichael Kuhl
ADT Solutions Advisor at ADT Security Services, ADT CorporateADT Solutions Advisor at ADT Security Services, ADT Corporate
YOVONNI LEEYOVONNI LEE
Technical Support Representative at ADT SecurityTechnical Support Representative at ADT Security
Heather WestfallHeather Westfall
Outside Sales Representative at ADT SecurityOutside Sales Representative at ADT Security
Tyrell BaileyTyrell Bailey
Account Manger at ADT SecurityAccount Manger at ADT Security
Andrea AlvarezAndrea Alvarez
Research Experience at Miami Dade College - School of ScienceResearch Experience at Miami Dade College - School of Science