Summary
Overview
Work History
Education
Skills
References
Timeline
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Tamesha Kinloch-Ludley

Lexington,SC

Summary

  • Secure a position as A Customer Service Representative with Liberty Mutual Insurance Company
  • Dedicated to achieving company goals while providing excellent customer service
  • Superior record of surpassing company’s expectations
  • Proficient Team Player skills
  • 17 Years of Customer Service Experience
  • Effective communication skills

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Skilled Customer Representative knowledgeable about monitoring metrics and maximizing team success in fast-paced call center settings. Performance- and quality-driven with 17 years of experience. Natural leadership talent with motivational approach.

Overview

18
18
years of professional experience

Work History

Customer Service Support Coordinator

Verizon Wireless
WFH
03.2018 - 10.2023
  • Help customer service reps with their calls by helping them with finding resources, positioning, etc
  • Took escalated calls to provide a first-call resolution to our customers so they wouldn't have to call back
  • Aided my team by leading team huddles, doing 1x1 coaching, and educating my team on new topics
  • Works to be thorough in my conversations with customers to ensure that I have resolved all their concerns on a First-Call Resolution
  • Responsible for taking escalated calls and acknowledging the customer’s journey assuring that the customer is set for success for the future
  • Effectively resolve front line rep issues by Supporting the Retail Work from Home Agents to increase customer loyalty
  • Work diligently to coordinate a resolution to all customers that has escalated by identifying the root cause of the problem, effectively researching account specifics, utilizing resources and tools, and partnering with all necessary channels to ensure the appropriate solution is offered
  • Provide Support to our SPC Agent to reduce repeat calls and increase overall customer satisfaction by determining escalation call drivers and identifying appropriate training or coaching needs
  • Lead a team of customer service professionals with the goal of ensuring optimal productivity and focus on customer experience
  • Communicate ideas and recommendations to all levels within the department
  • The ability to work under pressure and meet deadlines with frequent interruptions and changing priorities
  • Act as a role model by demonstrating strong communication skills, work ethics' and sound judgment in the application of policies, procedures, and guidelines
  • Evaluate performance by completing quality observations (live & recorded)
  • Support customer escalations
  • Assisted high value tenure/revenue customers with bill explanation, equipment offers, and right sizing to ensure they're on the best price plan that we have available for the customer
  • Assisted customers who are out of contract by asking probing questions, using What If 2.0 and Compass for promotions to gain customer loyalty within Verizon wireless and to recommend the best service based on the customers need
  • Supported call overflow from Technical Support using a troubleshooting wizard to prevent transferring the customer
  • Assisted new Verizon Wireless customers and familiarizing them with setting up an online My Verizon account and smart link to ensure that customer is familiar with the Verizon App
  • Organized training for disconnect calls to enhance skills and reduce disconnect rate.

Customer Service Coordinator

Verizon Wireless
Columbia, SC
03.2016 - 04.2018
  • Responsible for taking escalated calls and providing out of the box thinking to obtain first call resolution
  • Effectively resolve front line rep issues by using the Support Coordinator chat to increase customer loyalty and retention, decrease hold time, increase customer revenue, and decrease transfers
  • Reduce repeat calls and increase overall customer satisfaction by determining escalation call drivers and identifying appropriate training or coaching needs
  • Work diligently to coordinate a resolution to all customer escalations by identifying the root cause of the problem, effectively researching account specifics, utilizing resources and tools, and partnering with all necessary channels to ensure the appropriate solution is offered.

Customer Care Representative

Verizon Wireless
Columbia, SC
04.2006 - 03.2016
  • Consistently used professional communication during inbound calls from customers providing knowledge of business and products to grow business
  • Balanced being an advocate for the customers while being a business partner of Verizon wireless all while keeping both company and customer satisfied
  • Maximized all trainings and classes to assure that I was both current and efficient in aiding to keep company the leading provider in wireless communication
  • Provided customer support with cell phone devices issues, billing, technical, international travel while adding new business with upgrades adding additional lines to consumer and business accounts
  • Recognized a top leader for quality and customer service for the past 4 years
  • Assisted with training of new hires
  • Selected to serve on the Global Travel Program department for excelling in appropriate tasks and duties.

Customer Service Representative

Convergys
Charlotte, NC
05.2005 - 04.2006
  • Provided a positive customer experience by handling a constant inbound-call volume in an effort to sell products and services and retain customer satisfaction within the Convergys guidelines
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
  • Participate in activities designed to improve customer satisfaction and business performance.

Education

Bachelor of Science Political Science -

South Carolina State University
05.2005

Bachelor of Science Political Science -

South Carolina State University
05.2005

Skills

  • Data Entry
  • Relationship Building
  • Project Support
  • Point of Contact
  • MS Office
  • Negotiation
  • Customer Service

References

References available upon request

Timeline

Customer Service Support Coordinator

Verizon Wireless
03.2018 - 10.2023

Customer Service Coordinator

Verizon Wireless
03.2016 - 04.2018

Customer Care Representative

Verizon Wireless
04.2006 - 03.2016

Customer Service Representative

Convergys
05.2005 - 04.2006

Bachelor of Science Political Science -

South Carolina State University

Bachelor of Science Political Science -

South Carolina State University

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Tamesha Kinloch-Ludley