Tamera Crump

Cadence Bank

08.2021 - Current

Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Coached new team members on service techniques and provided scoring through quality assurance program.
Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
Escalated issues to proper supervisors when standard processes were not effective.
Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Took cash and credit card payments via phone, in person, and through email.
Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Resolved customer service issues using company processes and policies and provided updates to customers.