Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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TAMATHA SPIVEY

GASTONIA,NC

Summary

Dynamic Service Assurance Agent with a proven track record at FedEx Express, excelling in incident management and customer service. Enhanced first call resolution rates through active listening and effective communication, while fostering team collaboration. Recognized for implementing proactive strategies that improved service delivery and customer satisfaction.

Overview

31
31
years of professional experience

Work History

Service Assurance Agent

FEDEX EXPRESS
09.2024 - Current
  • Streamlined communication channels for efficient information flow between departments, resulting in improved service delivery.
  • Maintained up-to-date knowledge of industry trends and developments, applying this expertise to ensure the company''s services remained competitive in the market.
  • Developed strong relationships with clients, fostering a sense of trust and loyalty in the company''s services.
  • Effectively managed high-stress situations by remaining calm and composed while working to resolve customer issues quickly.

CUSTOMER SERIVCE REPRESENTATIVE

FEDEX EXPRESS
10.1994 - 09.2024
  • Fostered a continuous learning environment by sharing best practices and new knowledge with team members regularly.
  • Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
  • Coordinated with other departments to ensure seamless end-to-end service delivery for customers experiencing technical difficulties.
  • Received frequent commendations from both customers and supervisors for outstanding dedication to ensuring timely issue resolution and maintaining high-quality standards of service delivery.
  • Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
  • Identified potential areas of improvement within the service assurance process, contributing to cost-saving measures and increased efficiency.
  • Exceeded customer expectations by going above and beyond to provide exceptional support in challenging situations.
  • Mentored new hires in best practices for handling complex customer inquiries and complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.
  • Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
  • Implemented proactive monitoring strategies to detect potential service issues before they impacted customers negatively.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Education

High School Diploma -

EAST GASTON HIGH SCHOOL
Mount Holly, NC

Skills

  • Ticketing system proficiency
  • Stress tolerance
  • Incident management
  • SLA compliance
  • Network monitoring
  • Service level agreement
  • Customer service
  • Attention to detail
  • Listening skills
  • Multitasking and organization
  • Excellent communication
  • Computer skills
  • Handling customer complaints
  • Team collaboration
  • Data entry
  • Customer relationship management
  • Performance goals
  • Documentation and reporting

Accomplishments

  • Achieved [Result] through effectively helping with [Task].
  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.

Timeline

Service Assurance Agent

FEDEX EXPRESS
09.2024 - Current

CUSTOMER SERIVCE REPRESENTATIVE

FEDEX EXPRESS
10.1994 - 09.2024

High School Diploma -

EAST GASTON HIGH SCHOOL

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