TAMIKA JOSEPHS
Lauderhill
Summary
Self-motivated customer service team lead with effective telephone and QA skills, seeking to help this business grow.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
Generali Global Assistance
04.2023 - Current
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Advised developers on problems with databases, performance and other issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
Reliable Services
07.2020 - Current
- Coached team members by using techniques necessary to complete job tasks
- Trained new team members by relaying information on company procedures and safety requirements
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Managed schedules, accepted time off requests, and monitored lunch schedules to ensure phone coverage
- Supervised team members to ensure compliance with set procedures and quality requirements
- Worked with team to identify areas of improvement and devised solutions based on findings
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Assisted in recruitment of new team members, hiring highly-qualified employees to build a team of top performers
- Score call recordings and discuss to help improve agent performance.
Fast Track Debt Relief
01.2019 - 06.2020
- Offering advice and assistance to clients, paying attention to special needs, and wants
- Answered clients telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Assisted clients by answering questions and fulfilling requests
- Built and maintained excellent client relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Royal Seas Cruises
02.2018 - 12.2018
- Used a consultative sales approach to understand and meet customer needs
- Resolved customer concerns promptly to maintain satisfaction
- Collected and processed payments
- Immediately addressed problems with customer accounts to promote quick resolution
- Maintained friendly and professional customer interactions at all times.
Five Guys
12.2015 - 04.2016
- Diligently restocked work stations and display cases
- Maintained high standards of customer service during high-volume, fast-paced operations
- Performed all position responsibilities accurately and in a timely manner
- Stored food in designated containers and storage areas to prevent spoilage or cross-contamination
- Immediately informed supervisors when supplies were low or if equipment was not functioning properly
- Routinely moved and stocked food products weighing up to 50 pounds
- Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times
- Followed food safety procedures according to company policies and health and sanitation regulations
- Greeted customers and provided excellent customer service.
Education
High School Diploma -
Northeast High School
Oakland Park, FLSkills
- Self-motivated
- Goal setting
- Upselling
- Exceptional customer service
- Friendly and helpful
- Quick problem solver
Timeline
Quality Assurance Analyst
Generali Global Assistance
04.2023 - Current
Reliable Services
07.2020 - Current
Fast Track Debt Relief
01.2019 - 06.2020
Royal Seas Cruises
02.2018 - 12.2018
Five Guys
12.2015 - 04.2016
High School Diploma -
Northeast High School