Tamia Hudson
Dedicated Support
Houston,TX
Summary
Dedicated Support Advocate seeking a position where I can apply leadership and management skills to motivate team members and increase productivity. Driven to utilize skills to provide high quality customer service to the public. Fostering a positive relationship between the customers and the company. Compassionate and open approach demeanor.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Dedicated Support
Gusto
Remote, TX
06.2021 - Current
- Helping clients manage processing payroll, onboarding and resolving technical issues.
- Monitoring employee and customer interactions to assess quality of service.
- Entering customer interaction details in Salesforce to track requests, document problems and record solutions offered.
- Maintaining accurate and current customer account data with manual forms processing and digital information updates.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaising with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Creating support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Following up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Providing direct, immediate and faster support to our Concierge customers.
- Maintaining a rapport and managing accounts with regular customers.
Payroll Care Advocate
Gusto
Remote, TX
02.2021 - 06.2021
- Guided customers through newest product features and acted as their advocate internally to influence Gusto's product decisions and roadmap.
- Assisted customers through payroll solutions, answered queries via phone, email, and chat each day.
- Critical thinking was done every day and working in close collaboration with Tax Resolution and Engineering in getting everyday issues resolved.
- Maintained consistent knowledge of multi-state and local tax regulations.
- Documented procedures, identified areas to improve internal controls and gain additional efficiencies and implemented policy changes.
- Pulled internal reports as requested (salaries, bonuses, hours worked).
- Collaborated with technology programmers to remedy system problems to achieve timely employee payments.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
Premier Service Consultant
AT&T
Houston, TX
03.2020 - 12.2020
- Answered inbound call from customers with billing issues, technical issues, or general questions regarding service.
- Assisted customers questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems.
- Coordinated with all sales channels for retention efforts on existing customer base.
- Sold all products and services offered by the Company.
- Collected past due balances or take payments from customers who have been disconnected.
- Processed credit applications and activates service.
- Maintained appropriate records, prepared required reports, and updated customer accounts.
- Performed other duties as assigned by management.
- Discussed options with clients and determined appropriate plans.
- Provided information about service procedures and expected timelines.
- Documented changes to customer accounts, including payment details and personal information.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Handled customer issues with confidence, using de-escalation to provide effective resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative I
Centerpoint Energy Inc
Houston, TX
07.2019 - 03.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered constant flow of customer calls with up to 500 calls in queue per minute.
- Regularly exceeded daily sales and product add-on quotas.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Retail Banker
Woodforest National Bank
Houston, TX
07.2018 - 08.2019
- Received and responded to customer inquiries, complaints or sales also promotional opportunities for CenterPoint Energy gas and electric customers in a fast-paced high call volume office environment.
- Performed direct customer contact through various channels including phone, email and chat.
- Completed administrative functions and data entry daily.
- Managed front-line support and service to current and potential customers to meet their everyday banking needs is the main priority.
- This included marketing and cross-selling products and services, as well as performing customer service, branch operations and teller functions in a non-traditional retail environment.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed quarterly vault and ATM audits with zero error rate.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
Front Desk Agent
Massage Envy
Carson, CA
02.2018 - 06.2018
- First method of contact for clientele I actively engaged in assisting clients and aiding them in product education, location and utilization which boosted client retention.
- Voluntarily cross trained new employees in my position as well as other departments in order to maximize my true value throughout the company and also better the chances of a successful company.
- Initiated outbound calls to guests to follow up with their regimens recommended from their therapists or estheticians as well as booking for future appointments.
- Organized and coordinated local events for marketing purposes, which boosted sales of membership and expanded Massage Envy's client base and network.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained transaction security by verifying payment cards against identification.
- Answered customer telephone calls promptly and appropriately.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Assistant Manager
Hiccups Teahouse
Carson, CA
01.2016 - 05.2018
- Managed and trained new and old employees all while upholding them to following Hiccups protocols.
- The cashier process meant establishing advanced business trends and technology which was used within our point- of-sale system.
- Enhancing the menu and the progression of the company by voluntarily taking it upon myself to visit other stores and see how we could elevate the success of our own individual store and sales.
- Maintained a system of allocating tips within baristas, waitress or waiters and cooks along with keeping a batch- out system with the owners where communication about the money flow after each and every shift including middle depending on the amount of business that day.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Barista
Hiccups Teahouse
Carson, CA
10.2016 - 01.2017
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Educated staff by sharing knowledge and expertise of coffees, teas and merchandise.
- Maintained regular and consistent attendance and punctuality.
- Memorized ingredients and recipes for over 15 specialty drinks.
- Controlled line and crowd with quick, efficient service.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Created over 50 drinks in average shifts with consistently positive customer satisfaction scores.
- Prevented infections and maintained store professionalism by cleaning and sanitizing work areas every hour.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Education
LOS ANGELES HARBOR COLLEGE
01.2018 - Current
SIX SIGMA WHITE BELT CERTIFICATION - undefined
EL CAMINO COMPTON COLLEGE
01.2015 - 01.2015
PROJECT MANAGEMENT ESSENTIALS CERTIFICATION - undefined
Skills
Microsoft Office Suite
Office Administration
Zendesk, Salesforce, Avaya One, Panda, and multiple CRM systems
De-escalation
Sales expertise
POS systems expert
Technical Support
Multi-line phone talent
Administrative support
Account management
Stock management
Staff education and training
Training development aptitude
MacOS and Windows
Recruiting and interviewing
Operations management
Staff Management
Sales growth
Certification
Lean Six Sigma White Belt Certified - v4.0
Timeline
Dedicated Support
Gusto
06.2021 - Current
Lean Six Sigma White Belt Certified - v4.0
04-2021
Project Management Essentials Certified (PMEC)
04-2021
Payroll Care Advocate
Gusto
02.2021 - 06.2021
Premier Service Consultant
AT&T
03.2020 - 12.2020
Customer Service Representative I
Centerpoint Energy Inc
07.2019 - 03.2020
Retail Banker
Woodforest National Bank
07.2018 - 08.2019
Front Desk Agent
Massage Envy
02.2018 - 06.2018
LOS ANGELES HARBOR COLLEGE
01.2018 - Current
Barista
Hiccups Teahouse
10.2016 - 01.2017
Assistant Manager
Hiccups Teahouse
01.2016 - 05.2018
SIX SIGMA WHITE BELT CERTIFICATION - undefined
EL CAMINO COMPTON COLLEGE
01.2015 - 01.2015