Tamaria Naylor
Meridian,MS
Summary
Dynamic and results-driven professional with experience at Iqor, excelling in crisis management and customer service. Proven track record of reducing complaints and enhancing customer satisfaction through effective problem-solving and active listening. Skilled in conflict resolution, consistently achieving high first-call resolution rates while maintaining compliance and professionalism.
Overview
2026
2026
years of professional experience
Work History
Call Representative
Iqor
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
- Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
- Maintained contact with customers to request referrals.
- Managed escalated calls with professionalism, successfully deescalating tensions while addressing the root cause of their issues.
- Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
- Exceeded monthly targets for upselling additional services or products, contributing to overall company growth.
- Increased first-call resolution rates by thoroughly researching customer issues and offering comprehensive solutions.
Correctional Officer
MTC Corrections
07.2024 - 03.2025
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Completed intake paperwork, fingerprints, and searches.
Education
Meridian High
Meridian, MS05.2023
Skills
- Crisis management
- Behavioral observation
- Conflict resolution
- Customer service
- Active listening
- Time management
- Customer correspondence
- Account management
- Account security
- Problem-solving skills
- Resolving issues
- Customer communications
- Answering questions
Timeline
Correctional Officer
MTC Corrections
07.2024 - 03.2025
Call Representative
Iqor
Meridian High