Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tameia Warren-Evans

Battle Creek,MI

Summary

Results-driven and highly qualified professional with a proven track record of exceeding client expectations. Notably recognized for providing outstanding customer service, increasing efficiency, productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall organizational performance and customer satisfaction through strategic practices.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Advisor

Concentrix
05.2021 - 12.2023
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.

Customer Service Representative

Sutherland Global
03.2019 - 05.2021
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with up to 50 calls in queue per minute.
  • Monitor all operations that affect quality.
  • Supervise and guide inspectors, technicians and other staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved billing and claims issues over phone with customers daily.
  • Keep records of quality reports, statistical reviews and relevant documentation.
  • Tracked customer service cases and updated service software with customer information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Respond to inquiries regarding healthcare benefits from providers, brokers, employers and other customers.

Customer Service Representative

Teleperformance
02.2017 - 12.2019
  • Assisted customers with account inquiries through telephone calls and emails with a 98% resolution rate.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Eliminated customer complaints by 53% through effective problem solving and training staff.
  • Executed outgoing calls- callback management and miscellaneous calls as assigned.
  • Managed large amounts of inbound and outbound calls in a timely manner.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Mentored new employees on procedures and policies to maximize team performance. Handled disputes leading to reduction in complaints and an increase in customer satisfaction rates 75%.

Education

Diploma -

Battle Creek Central High School
Battle Creek, MI
06.1999

Skills

  • Customer Service
  • Numeric Keypad 10-key
  • Typing Proficiency 70 WPM
  • Microsoft Office (Excel, Word, PowerPoint)
  • Medical Terminology
  • Customer Relations
  • Data Integrity
  • Customer Interaction
  • Critical Thinking
  • Efficient Data Entry
  • Problem-Solving Ability
  • Verifying Data Accuracy
  • Employee Timesheet Processing
  • Managing Multiple Tasks
  • Multi-Line Telephone Operation
  • Professional Telephone Demeanor
  • Customer Retention Strategies
  • Online Chat
  • Email Chat
  • Strong Written And Oral Communication
  • Customer Relationship Management
  • Excel Expertise

Certification

Business Clustering

Timeline

Technical Support Advisor

Concentrix
05.2021 - 12.2023

Customer Service Representative

Sutherland Global
03.2019 - 05.2021

Customer Service Representative

Teleperformance
02.2017 - 12.2019

Diploma -

Battle Creek Central High School

Similar Profiles

CREATE PROFILE