Summary
Overview
Work History
Education
Skills
Timeline
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Tamara Pulliam

Springfield,IL

Summary

Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 10+ years of customer service-focused experience. Upbeat and friendly with 10+ years of customer experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support. Gifted in working with stressed, confused and upset individuals in need of support. Effective at operating within business regulations and following guidelines to manage telephone calls, emails and fax letters. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented with years of experience in consumer research and service. Skilled in developing strategies to shape products and services to meet customer preferences. Highly organized and personable. Business-minded with exceptional research and analytical skills. Skilled in conflict resolution and troubleshooting. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.

Overview

12
12
years of professional experience

Work History

Customer Advocate Specialist

Blue Cross Blue Shield of Illinois
Springfield, IL
02.2022 - Current
  • Promptly addressing and resolving customer claim inquiries.
  • Collaborated with cross-functional teams to provide timely and accurate responses to provider inquiries.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing benefit and claim information.
  • Researched and resolved benefits and eligibility and claim inquiries with friendly, knowledgeable support.
  • Documented provider inquiry resolutions in internal computer system.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met guidelines for service levels, handle time and productivity.
  • Investigated and resolved provider inquiries quickly.
  • Handled difficult provider situations with grace and professionalism.
  • Listened to providers actively to assess issues and provide accurate information.
  • Implemented strategies to improve customer service experience, resulting in increased satisfaction.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with a strong work ethic.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Self-motivated, with a strong sense of personal responsibility.

Supervisor of Operations

Sephora Inside JCPenney
Springfield, IL
11.2018 - 02.2022
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Devised processes to boost long-term business success and increase profit levels.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Trained team members on new services and products to support promotional efforts.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Analyzed and reported on key performance metrics to senior management.
  • Led team in developing strategic plans to meet operational objectives.
  • Handled administrative requirements, maintained records and submitted operational reports.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Gathered, organized and input information into digital database.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collected, arranged, and input information into database system.

Certified Optician

Bard Optical
Springfield, IL
04.2018 - 04.2019
  • Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Maintained safe, clean and organized environment to increase patient comfort.
  • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
  • Verified and updated patient records promptly to guarantee accurate prescription information.
  • Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
  • Operated lensometers to orient and mark uncut lenses for eyeglasses.
  • Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear.
  • Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
  • Adjusted and repaired new and previously purchased frames to satisfy customer demands.
  • Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
  • Helped clients try on and select new frames and recommended lens options to meet specific needs.
  • Aided in selection of eyeglass frames based on customer preferences.
  • Performed basic vision testing for new patients.
  • Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
  • Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.

Personal Caregiver

Department Of Rehabilitation Services
Springfield, Illinois
04.2016 - 01.2018
  • Maintained clean, safe, and well-organized patient environment.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted patients with self-administered medications.
  • Provided basic grooming and hygiene assistance to patients.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
  • Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Entertained, conversed, and read aloud to keep patients mentally alert.
  • Administered medication as directed by physician.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Documented vitals, behaviors, and medications in client medical records.
  • Conferred with supervisor to discuss patient condition and medical care.
  • Consulted with supervisors to assess cases and plan strategies for enhancing care.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Provided education on health and nutrition for patients to maintain healthy habits and wellbeing.
  • Developed and implemented safety plans for clients at risk of harm to provide protection.
  • Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
  • Improved clients' coping with routine life activities such as food budgeting and rental payments.

Beauty Advisor

Sephora Inside JCPenney
10.2011 - 04.2015
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Maintained counter and display areas for cleanliness and organization.
  • Identified skin and hair needs of customers to provide assistance in choosing best products.
  • Promoted additional products and services to increase sales numbers and revenue with diverse selection.
  • Recommended specific hair and beauty products to meet individual customer needs.
  • Applied makeup and skincare products to customers following guidelines to enable testing of brand.
  • Arranged merchandise to present visually appealing displays and attract clientele.
  • Processed payments, entering sales in register for prompt customer service.
  • Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
  • Met sales goals, supporting organizational health through consistent and reliable service.
  • Trained new staff in product knowledge and customer service protocols.
  • Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Managed efficient cash register operations.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Developed strong rapport with customers and created positive impression of business.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Used in-store system to locate inventory and place special orders for customers.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Recommended complementary purchases to customers, increasing revenue.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Prioritized helping customers over completing other routine tasks in store.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Monitored customers for signs of security concerns and escalated issues to management.

Education

Associate of Applied Science - Business

Lincoln Land Community College
Springfield, IL
05.2023

Skills

  • Policy and Procedure Adherence
  • Conflict Resolution
  • Client Relationships
  • Customer Data Confidentiality
  • Multi-Line Phone Systems
  • Productivity Standards
  • Data Entry
  • Inquiry Research
  • Issue and Complaint Resolution
  • Microsoft Office
  • Calm and Professional Under Pressure
  • Customer Service
  • Understanding Customer Needs
  • Educating Customers
  • Customer Account Management
  • Investigate Claims
  • Document Review Skills
  • Extensive Research

Timeline

Customer Advocate Specialist

Blue Cross Blue Shield of Illinois
02.2022 - Current

Supervisor of Operations

Sephora Inside JCPenney
11.2018 - 02.2022

Certified Optician

Bard Optical
04.2018 - 04.2019

Personal Caregiver

Department Of Rehabilitation Services
04.2016 - 01.2018

Beauty Advisor

Sephora Inside JCPenney
10.2011 - 04.2015

Associate of Applied Science - Business

Lincoln Land Community College

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Tamara Pulliam