Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tamara Starlings

Augusta,GA

Summary

Dynamic and customer-focused professional with over 16 years of experience in enhancing customer satisfaction, driving loyalty, and managing customer relations in fast-paced environments. Proficient in utilizing data entry software computer systems to enter administrative data in customer systems. Microsoft Office, Microsoft word, Microsoft Excel and PowerPoint and tools to ensure data accuracy and integrity. Skilled in organizing records, conducting quality checks, and adhering to strict deadlines. Adept at problem-solving, communication, and leveraging customer feedback to improve service processes. Managed cash transactions, including executing transactions, making deposits, counting the safe, performing audits, and complete daily paperwork and balancing registers A team player with strong communication skills, able to collaborate effectively to achieve organizational objectives.

Overview

16
16
years of professional experience

Work History

CUSTOMER EXPERIENCE SUPERVISOR

T-Mobile
05.2021 - 06.2024
  • Developed and implemented a comprehensive customer feedback system, increasing satisfaction scores
  • Led a team of 15 customer service representatives, providing ongoing training and support
  • Analyzed customer service data to identify trends and areas for improvement
  • Collaborated with product development teams to address customer pain points
  • Implemented a new CRM system, streamlining processes and improving customer interaction
  • Handled customer complaints and concerns efficiently and effectively, striving to resolve issues.
  • Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
  • Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed.
  • Implemented new training programs for staff, resulting in better performance and increased customer satisfaction.
  • Developed strong relationships with clients by consistently providing excellent service and personalized attention.
  • Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.

CUSTOMER RESOLUTION SPECIALIST

T-Mobile
09.2013 - 05.2021
  • Resolved complex customer issues efficiently, achieving a 98% customer satisfaction rate
  • Trained and mentored new hires, enhancing team productivity and service quality
  • Conducted regular follow-up calls and surveys, gathering valuable feedback to inform improvements
  • Managed high-volume inquiries across multiple channels, maintaining professionalism and accuracy
  • Collaborated with the IT department to develop a knowledge base, reducing resolution times by 40%.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

CUSTOMER SERVICE REPRESENTATIVE

T-Mobile
01.2008 - 09.2013
  • Assisted customers with technical issues via phone, email, and live chat, ensuring timely resolutions
  • Managed approximately 30 incoming calls, emails and faxes per day from customer
  • Maintained detailed records of customer interactions and resolutions, contributing to improved metrics
  • Participated in the development of customer service policies and procedures, enhancing consistency
  • Conducted training sessions for clients on new product features, improving user experience
  • Received 'Employee of the Month' recognition three times for exceptional customer support.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Some College (No Degree) - Bachelor of Business Health Care

Augusta Technical College
AUGUATA. GA

High School Diploma -

Lucy C Laney
AUGUATA
06.1995

Skills

  • Customer Relationship Management (CRM)
  • Conflict Resolution
  • Data Analysis and Reporting
  • Team Leadership and Training
  • Customer Feedback Management
  • Software Proficiency (Excel, Google Sheets)
  • Information Retrieval
  • Task Prioritization
  • Time Keeping
  • Communication & Interpersonal Skills
  • Time Management
  • Customer Experience Strategy
  • Escalation Management
  • Performance Metrics and KPI Analysis
  • Empathy and Emotional Intelligence
  • Innovative Engagement Strategies
  • File Management
  • Analytical Skills
  • Scheduling

Timeline

CUSTOMER EXPERIENCE SUPERVISOR

T-Mobile
05.2021 - 06.2024

CUSTOMER RESOLUTION SPECIALIST

T-Mobile
09.2013 - 05.2021

CUSTOMER SERVICE REPRESENTATIVE

T-Mobile
01.2008 - 09.2013

Some College (No Degree) - Bachelor of Business Health Care

Augusta Technical College

High School Diploma -

Lucy C Laney
Tamara Starlings