TAMI MERTSCH
Peoria,AZ
Summary
Customer service professional with over 15 years’ experience in a high volume, fast paced work environment. Proven skills in maintaining high service levels, sales, accuracy, and problem resolution. A high energy and enthusiastic individual who excels in challenging and competitive environments and attention and strategies to exhibit accountability, ownership, and adopt new ideas.
Overview
16
16
years of professional experience
Work History
Retention Customer Service Representative
Discover Financial Services
Phoenix, AZ
08.2002 - 05.2005
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Mortgage Loan Processor
Wells Fargo Home Equity
Phoenix, AZ
10.2005 - 01.2015
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering FHA, VA, Lot loans and more.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Reviewed and validated details of loan applications and closing documentation.
- Produced and submitted completed loan packages to title and escrow professionals.
Customer Service Representative
Consumer Cellular
Phoenix, AZ
10.2017 - 11.2018
- Handled incoming calls and relay/translate techno-lingo into real world terms.
- Navigated multiple computer systems simultaneously while using quick, problem solving skills in order to relay correct information to the customer.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
Technical Support Representative
Asurion
Phoenix, AZ
11.2018 - 12.2019
- Guided customers through the installation and updating processes, assisted with both software and hardware issues.
- Helped customers identify and resolve problems with products by phone, through email and in person.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and Bluetooth.
- Translated complex technical issues into digestible language for non-technical users.
- Escalate complex problems to appropriate staff member or departments.
- Documented support interactions for future reference.
- Provided replacement files to customers missing data, media files, and software components.
CSR
Valor Global
Phoenix, AZ
02.2020 - 01.2022
- Educated customers about our Fraud process and procedures, filled out fraud report and prepared customers on what to expect while ensuring they connect with all three credit bureaus the Federal trade Commission and their local authorities.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Participated in team-building activities to enhance working relationships.
- Led projects and analyzed data to identify opportunities for improvement.
Education
High School Diploma -
Barry Goldwater High School
Skills
- Microsoft Office
- Multitask oriented
- PowerPoint, Outlook
- Self-motivated
- Strong verbal communication
- Extremely organized
- Calm and Professional Under Pressure
- De-escalation Techniques
- Customer Retention Strategies
- Cultural Awareness and Sensitivity
- Inbound and Outbound Calling
Timeline
CSR
Valor Global
02.2020 - 01.2022
Technical Support Representative
Asurion
11.2018 - 12.2019
Customer Service Representative
Consumer Cellular
10.2017 - 11.2018
Mortgage Loan Processor
Wells Fargo Home Equity
10.2005 - 01.2015
Retention Customer Service Representative
Discover Financial Services
08.2002 - 05.2005
High School Diploma -
Barry Goldwater High School