Tamika Steen
IL
Summary
To secure a position with a reputable organization that allows me to apply my strong analytical and problem-solving skills along with my passion for continuous learning. Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue. Attentive listener committed to building strong, trusting relationships with staff and management.
Overview
22
22
years of professional experience
Work History
Senior Retention Specialist
VERIZON WIRELESS
01.2022 - Current
- Design and implement customer retention strategies to increase loyalty and retain business
- Collecting data about customer service trends, recording and responding to customer complaints
- Defusing escalated situations
Chat/ Messaging Coordinator
VERIZON WIRELESS
05.2019 - 01.2022
- Individualize coaching one-on-one
- Led group coaching/training
- Live review of chat sessions for goal check-ins
- Assisted with onboarding processes
- Used professional risk management tools to analyze potential risk and mitigation strategies within company guidelines
Support Coach
VERIZON WIRELESS
10.2010 - 05.2019
- Assisted with training of new hires
- Helped new hires navigate through internal processes, policy and procedures
- Troubleshooting with external/internal clients to ensure an exceptional customer experience
Customer service
VERIZON WIRELESS
02.2003 - 10.2010
- Answered high volume calls
- Resolved billing inquiries
- Data entry, sales, and general Tier 1 troubleshooting
- Processed orders and tracked shipments to ensure accurate delivery of merchandise.
- Performed data entry tasks related to sales, returns, accounts receivable.
Education
Information Technology - Cyber security
Strayer University
01.2023
Associate of Science -
Everest University
01.2013
Skills
- Leadership skills
- Organizational skills
- Software proficiency
- Customer service skills
- Interpersonal communication
- Multitasking
- Interpersonal Skills
- Invoice Generation
- Order Management
- Returns processing
- Order proofing
- SalesForce
- SAP
- ACSS
- OKTA
Timeline
Senior Retention Specialist
VERIZON WIRELESS
01.2022 - Current
Chat/ Messaging Coordinator
VERIZON WIRELESS
05.2019 - 01.2022
Support Coach
VERIZON WIRELESS
10.2010 - 05.2019
Customer service
VERIZON WIRELESS
02.2003 - 10.2010
Information Technology - Cyber security
Strayer University
Associate of Science -
Everest University
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