Summary
Overview
Work History
Education
Skills
Timeline
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Tamika Duke

Norcross,GA

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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

13
13
years of professional experience

Work History

Customer Service Rep

E Trade Financial
01.2023 - 11.2023
  • Leveraged multiple lines of business and specialty teams to provide one-touch resolution via the digital communication chat platform
  • Conducted follow-up communications with customers regarding multi-step processes and/or advanced requests
  • Serviced multiple customers at once within a large field of subject matter including Stock Plans, Beneficiary Services, Troubleshooting, general service inquiries and more
  • Addressed Service-to-Sales and value-add initiatives with customers using digital communication.

Client Service Associate

Morgan Stanley (Phi Temp Agency)
03.2022 - 01.2023
  • Managed daily volume of inbound calls and emails from participants, providing world-class customer service to both internal and external clients in all interactions
  • Strengthened and enhanced existing client relationships through the processing of client requests, timely resolving of client inquiries, and making sure key client information and documentation is up to date
  • Applied firm verification policies and procedures for all clients to avoid identity theft and fraudulent activity
  • Onboarded new client accounts by collecting and inputting required documentation and client information.

Collection Specialist-Remote

Republic Services
08.2021 - 03.2022
  • Contacted customers with overdue accounts and attempted to either collect the overdue amount or negotiate a payment plan to collect it in installments
  • Followed standard operating procedures, contacted customers via phone, fax, email or standard letter to bring accounts to a current status
  • Monitored the status of delinquent accounts, via the collector dashboard, taking care to see high priority tasks to completion
  • Initiated or processed write-offs, bad debt recoveries, and credit memos in accordance with defined procedures and levels of authority.

Customer Service Representative (CSR)

Ashley Furniture Industries, Inc.
06.2019 - 08.2020
  • Handle customer issues directed to the store, over the phone and in person; take detailed notes and execute steps needed for resolution in a positive, professional, and helpful way
  • Respond to customer's inquiries regarding sales, billing and delivery, call customers
  • Assist with store opening and closing procedures including cash balancing and daily checklists
  • Provide clerical support for store administration and accounting functions
  • Assist in the completion of daily sales and other store reports.

Keyholder (Supervisor)

Sugarfina INC.
11.2018 - 09.2019
  • Coached and developed the team to create a succession plan within the store to support the company’s growth
  • Maintained strong knowledge of KPI performance through the commitment to our selling behaviors within the store to meet company expectations
  • Made a great first impression by warmly greeting every guest who walks through our door & delight them by offering samples of delicious candies from around the world
  • Handle cash register duties, daily deposits and safe access with integrity and attention to detail.

Whatever/Whenever Agent (PBX)

W Atlanta Midtown Hotel
04.2018 - 06.2019
  • Operate hotel switchboard for incoming calls
  • Prepare and update all posted information throughout the hotel
  • Answer calls and any questions from customers
  • Transfer calls and take messages when necessary.

Front Desk Agent

Brooklyn Way Hotel
11.2016 - 02.2018
  • Answered the phone at the front desk to respond to current and prospective guests’ needs
  • Booked reservations for individuals, families and groups as required
  • Greeted walk-in guests and guests with reservations when they arrive at the front desk
  • Communicated guests’ requests and complaints to the appropriate department.

Cashier

Lacoste World Trade Center
08.2016 - 10.2016
  • Processed cash and credit transactions using a computerized register
  • Greeted and welcomed customers entering the environment
  • Recommended, selected and helped locate merchandise based on customers’ needs and desire
  • Stocked and replenish merchandise when necessary.

Retail Sales

Target Atlantic Terminal
06.2010 - 06.2016
  • Assisted customers with merchandise selection
  • Processed cash and credit transactions using a computerized register
  • Trained staff of 2-3 people at a time to deliver outstanding customer service (Manager level)
  • Reorganized the sale floor to meet company demands.

Education

Bachelor of Science Degree - Justice Studies ~ Criminal Justice

Berkeley College
New York, NY

Skills

  • MS Word
  • MS Excel
  • MS PowerPoint
  • MS Access
  • Internet Research
  • Data Collection
  • Call Management
  • Product Knowledge
  • Data Entry
  • Customer Relationship Management (CRM)
  • Proficiency in Salesforce
  • Financial Documentation

Timeline

Customer Service Rep

E Trade Financial
01.2023 - 11.2023

Client Service Associate

Morgan Stanley (Phi Temp Agency)
03.2022 - 01.2023

Collection Specialist-Remote

Republic Services
08.2021 - 03.2022

Customer Service Representative (CSR)

Ashley Furniture Industries, Inc.
06.2019 - 08.2020

Keyholder (Supervisor)

Sugarfina INC.
11.2018 - 09.2019

Whatever/Whenever Agent (PBX)

W Atlanta Midtown Hotel
04.2018 - 06.2019

Front Desk Agent

Brooklyn Way Hotel
11.2016 - 02.2018

Cashier

Lacoste World Trade Center
08.2016 - 10.2016

Retail Sales

Target Atlantic Terminal
06.2010 - 06.2016

Bachelor of Science Degree - Justice Studies ~ Criminal Justice

Berkeley College

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Tamika Duke