Tamia McGregor
Charlotte,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Marketing: Member Success
Eliassen
Charlotte
06.2022 - Current
- Assist members with account management, auto loan, personal loan or credit health
- Advocate for Voice-of-the-Member to prioritize member experience and anticipate operational needs
- Developing and maintaining client Knowledgebase and Help Center articles to ensure relevance and develop robust internal and member-facing resources
- Partner with cross-functional team
- Documented related activities and administrative tasks through company CRM systems of record to ensure thorough account management.
- Created customized marketing materials to increase product awareness.
- Maximized advertising efforts by developing content for media relations, corporate communications and social media posts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports. Proactively identified solutions for customers experiencing credit issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Customer Success Associate
Figure Lending
Charlotte
08.2021 - 06.2022
- Provide technical support and troubleshooting on variety of potential issues
- Promote brand recognition and loyalty by ensuring unrivaled support to customers via phone, chat interactions and emails
- Handle customer inquiries through omni-channel communication and process applications with exceptional customer service
- Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi vendor coordination when needed
- Mentored and assisted with onboarding
- Streamlined communications both externally and internally by creating and optimizing email templates
- Managed high volume of calls while communicating effectively resolving member needs and accurately inputting data into systems
- Experienced using CRM case management support tracking tool
- Process loan applications such HELOCs, personal loans, crypto-mortgage while effectively maximizing on cross-selling opportunities for members
- Review and evaluate all loan docs including income and assets, credit reports, title and appraisal reports
- Executed quality control and detailed document analysis on every file to ensure government and lender underwriting guidelines were met.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Used ticketing systems to manage and process support actions and requests.
- Maintained comprehensive understanding of digital fraud and electronic signature verification, keeping sensitive documents secure and verifying authenticity.
Customer Support
Nordstrom
Charlotte
04.2021 - 08.2021
- Assist customers with variety of transactions through seamless and friendly experience
- Demonstrate expertise in all technologies used in store environment
- Inspire trust, teamwork and positive team relationship
- Ensure security and privacy of customer information through education, compliance and resolution of issues
- Rationally thinking under pressure, with adaptability and handling change
- Exceptional written and verbal communication with customers through omni-channels
- Performed vital data entry in case management system by accurately documenting conversations, actions and decisions
- Respond to special requests, rush orders and high volume of orders with efficiency, accuracy, and professionalism.
Advanced Beauty Manager
Nordstrom
Charlotte
05.2017 - 11.2019
- Subject matter expert on products offered and systems; trained employees as needed with discretion from store manager or director
- Communicate business opportunities that include line performance, stock, re-merchandising, display, price markdowns,merchandise transfers
- Develop and implement business-driving events to achieve department sales goals, as well as ensure flawless execution of brand events
- Tracked daily and monthly progress ensuring that reports were maintained according to company policies and guidelines and also submitted reports to development executive and department manager
- Worked closely with Store Management team on recruiting and coaching talented individuals
- Directed overall sales generation of all beauty products, business development activities, and customer care in retail environment.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Recruited, trained and supported cosmetic counter team members, emphasizing company policies, product knowledge and departmental goals across staff.
Education
Associates -
Central Piedmont College
Charlotte, NC 01.2021 - Current
Timeline
Marketing: Member Success
Eliassen
06.2022 - Current
Customer Success Associate
Figure Lending
08.2021 - 06.2022
Customer Support
Nordstrom
04.2021 - 08.2021
Associates -
Central Piedmont College
01.2021 - Current
Advanced Beauty Manager
Nordstrom
05.2017 - 11.2019
Skills
Member assistance
Complaint resolution
Administrative support
Creative problem solving
Recordkeeping strengths
Account management
CRM
Financial Management
High-quality customer service
Strong interpersonal and communication skills
Strong multi-tasking skills