Tamara Thorson

I am an essential part of the Apple Pay team, delivering exceptional support to customers who use Apple Cash to send and receive money, make payments, and manage their funds.

I help troubleshoot issues, educate users on best practices, and ensure a seamless and positive experience for all customers using the Apple Cash service.

Key Responsibilities:

• Provide customer support for Apple Cash users via phone, addressing inquiries, technical issues, and troubleshooting needs related to Apple Cash accounts, transactions, and Apple Pay services.
• Resolve payment-related issues including transaction failures, balance discrepancies, account limits, fraud concerns, and security features.
• Guide customers through the process of setting up and managing their Apple Cash account, including linking cards, transferring funds, and using Apple Cash for various transactions.
• Educate users on Apple Cash features, including its integration with Apple Pay, peer-to-peer payments, and its use in physical and online transactions.
• Investigate and resolve disputes in compliance with Apple Cash policies, while maintaining confidentiality and safeguarding customer information.
• Escalate issues to higher-level technical support or specialized departments when needed, ensuring efficient case resolution.
• Monitor account activity for potential fraud or suspicious behavior, collaborating with internal teams to ensure the security and safety of user accounts.
• Collaborate with cross-functional teams (e.g., engineering, security, product, legal) to address customer issues, share feedback, and improve overall service quality.
• Maintain comprehensive documentation of customer interactions, resolutions, and troubleshooting steps to ensure the highest quality of service.

As a Federal Customer Support Agent at Cisco, I was responsible for providing exceptional technical support and customer service through email to federal clients and agencies, ensuring they get the most out of Cisco’s solutions and services.

I served as a key point of contact for troubleshooting issues, resolving product and service inquiries, and offering expert guidance on Cisco technologies and solutions.

Key Responsibilities:

• Provide technical support for federal customers, including troubleshooting and resolving issues related to Cisco products, services, and solutions (e.g., networking, security, cloud solutions, collaboration tools, etc.).
• Assist with installation, configuration, and maintenance of Cisco technologies, ensuring clients’ systems are operating smoothly and efficiently.
• Respond to customer inquiries via phone, email, and other communication channels, offering timely solutions and advice on a range of Cisco products and technologies.
• Ensure customer satisfaction by addressing inquiries and problems in a professional, efficient, and empathetic manner.
• Analyze technical issues and provide effective solutions or workarounds, escalating more complex problems to senior engineers or product teams as necessary.
• Document and track customer issues and resolutions in the support system, maintaining accurate records for future reference and continuous improvement.
• Collaborate with other Cisco teams (e.g., sales, engineering, product management) to provide the best customer service and escalate issues when appropriate.
• Stay up-to-date on Cisco technologies and federal government compliance and regulations, ensuring you can offer informed and relevant support to clients.
• Provide guidance on product lifecycle and assist customers with upgrades, renewals, and service changes to ensure their Cisco solutions continue to meet their needs.
• Assist with training and onboarding of new federal clients, helping them get the most out of Cisco products and services.
• Maintain security and compliance within federal support interactions, ensuring customer data and communications adhere to applicable policies and standards.

I was a key member of our retail team, responsible for providing excellent customer service, maintaining the sales floor, and ensuring that our customers have an exceptional shopping experience. You will assist with product selection, ensure the store is organized and visually appealing, and contribute to a positive, friendly, and engaging shopping environment.

Key Responsibilities:

• Customer Service: Provide exceptional customer service by greeting and assisting customers, answering questions, and offering product recommendations based on their needs and preferences.
• Product Knowledge: Stay informed about the products we carry, including shoe styles, sizes, brands, and features, to assist customers with finding the best products for them.
• Sales Assistance: Help customers try on shoes, check product availability, and process transactions at the register. Upsell and cross-sell related products to meet sales goals and enhance the customer shopping experience.
• Inventory Management: Assist with restocking shelves, organizing displays, and ensuring that products are properly labeled and priced. Help with inventory checks and maintaining store stock levels.
• Store Maintenance: Keep the store clean, organized, and visually appealing, including tidying up the sales floor, organizing fitting rooms, and ensuring products are properly displayed.
• Cash Register Operations: Accurately process sales transactions, returns, and exchanges at the register. Handle cash, credit, and gift card payments following company policies.
• Team Collaboration: Work with other floor associates and store management to maintain a productive and positive environment. Contribute to meeting team sales targets and store performance goals.
• Customer Engagement: Build rapport with customers, ensuring they are satisfied with their shopping experience. Address customer concerns or issues in a friendly and professional manner.

I was driving the growth and success of the company by acquiring new customers and maintaining strong relationships with existing clients.

My primary responsibility was be to promote FedEx services, including shipping, logistics, and supply chain solutions, to businesses and individuals.

I work closely with customers to understand their needs, tailor solutions, and ensure customer satisfaction.

Key Responsibilities:

• Prospect and Acquire New Customers: Identify and pursue new sales opportunities by prospecting businesses and organizations, cold calling, and leveraging leads to build a strong customer base.
• Manage Accounts: Build and maintain long-term relationships with existing customers to ensure retention, drive repeat business, and identify upselling or cross-selling opportunities.
• Customer Needs Assessment: Meet with potential and existing clients to understand their shipping and logistics needs. Provide tailored FedEx solutions that help clients streamline their operations and save on costs.
• Sales Presentations and Proposals: Present FedEx services and solutions to prospective clients in both face-to-face and virtual settings. Prepare proposals and negotiate terms and pricing to close sales.
• Achieve Sales Targets: Meet or exceed sales quotas and performance goals by successfully selling FedEx services and solutions to new and existing customers.
• Market Research: Stay informed about industry trends, competitor offerings, and market conditions. Continuously identify new opportunities and challenges within the market.
• Collaborate with Internal Teams: Work with internal teams, including operations, customer service, and logistics, to ensure the smooth onboarding and servicing of new customers.
• Sales Reporting: Maintain accurate and up-to-date records of all sales activities, customer interactions, and sales forecasts in the company’s CRM system.
• Customer Support: Provide excellent customer service throughout the sales process, ensuring clients have a seamless experience with FedEx from initial inquiry to ongoing support.