Tamiko De Bose
Los Angeles,CA
Summary
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
30
30
years of professional experience
Work History
Customer Care Technical Support Agent
US Postal Service
Los Angeles, CA
01.2013 - 01.2024
- Advised first customer contact resolution appropriate to customer needs
- Cordinated overflow of customer contacts including, phone calls, voicemails online chat and email
- Actively listened and answered questions while demonstrating courtesy, patience, and professionalism
- Strategically solved problems involved in printing, technical questions, registrations, password reset, refunds, escalations, and navigating usps website
- Identified and reported unusual, repetitve inquiries, and complaints to leadership teams and management
- Facilitated information to customers including tracking items, customs, international claims information
- Introduced duties on foreign posts and international mail issues
Lead Customer Service Agent
US Postal Service
Los Angeles, CA
01.2013 - 01.2024
- Provided oversight, direction, and support to other agents
- Provided guidance on escalated contacts from Tier 1 and Tier 2 agents
- Resolved problems that may occur during a call and determined when a supervisor should be involved
- Reviewed complex problems and follow up with customers
- Supported the Supervisor, Quality and Training in maintaining quality performance and standards
- Assisted Agents in following policies and procedures, and meeting service standards and guidlines
- Assisted all Agents as necessary, including overflow, handling complaints, trouble shooting problems and providing information
- Created a record of the type of contact in a computerized tracking system for referral and historical purposes
International Lead Research Agent
US Postal Service
Los Angeles, CA
01.2013 - 01.2024
- Empowered and trained new agents to initiate inquiries on international packages originating from the US for delivery overseas
Sales and Service Associate
US Postal Service
Los Angeles, CA
04.1999 - 01.2013
- Performed a variety of sales and customer service at a retail window
- Maintained sufficient invetory of and selling stamps, and other retail products
- Utilized a computerized systm, accepting and delivering packages and accountable mail
- Provided lobby assistance that included the retail line
- Issued and cashed postal money orders, accepting and responding to customer claims, and providing information about postal regulations
- Handled and processed customer purchases and returns relating to products and services and used a point of sale system (POS)
- Conducted product inventories, attached and removed security devices
- Verified and recorded sales of floor inventory as well
- Checked and set post office postage meters
- Rented post office boxes, received rental payments, conducted reference checks and completed related forms
- Processed passport applications, including verification of identification and photographs, administering oath, reviewing application for completeness, affixing stamp or seal on application and ensuring all documents are secured and mailed properly
Mail Carrier
US Postal Service
Los Angeles, CA
07.1994 - 04.1999
- Sorted mail according to delivery sequence and process mail for delivery
- Delivered letters, documents and parcels to businesses and homes
- Traveled planned routes on foot or by truck
- Delivered time sensitive mail including but not limited to express mail
- Pick up or collect mail from customers
Education
Certificate - data entry and analysis
Southbay Business College
Hawthorne, CADiploma -
Garden High School
Gardena, CASkills
- Operating software(MS Office)
- Microsoft Office (Excel, Word, PowerPoint)
- Data gathering/Analysis
- Performance Management
- Team Building
- Customer relations
- Critical Thinking
- Problem Solving
- Relationship building
- Technical support
- USPS Systems and Technologies
- Mail Processing and operations
- Team Leadership and Collaboration
- Client Relations
- Communication
- Remote Work
Customsection - References
Available upon request
Skillsinterests
- Operating software (MS Office)
- Microsoft Office (Excel, Word, PowerPoint)
- Data gathering/Analysis
- Performance Management
- Team Building
- Customer relations
- Critical Thinking
- Problem Solving
- Relationship building
- Technical support
- USPS Systems and Technologies
- Mail Processing and operations
- Team Leadership and Collaboration
- Client Relations
- Communication
- Remote Work
Leadership Experience
US Postal Service, Los Angeles, CA, Lead Customer Service Agent, 01/01/13, 01/01/24, Provided oversight, direction, and support to other agents, Provided guidance on escalated contacts from Tier 1 and Tier 2 agents, Resolved problems that may occur during a call and determined when a supervisor should be involved, Reviewed complex problems and followed up with customers, Supported the Supervisor, Quality and Training in maintaining quality performance and standards, Assisted Agents in following policies and procedures, and meeting service standards and guidelines, Assisted all Agents as necessary, including overflow, handling complaints, troubleshooting problems and providing information, Created a record of the type of contact in a computerized tracking system for referral and historical purposes
Timeline
Customer Care Technical Support Agent
US Postal Service
01.2013 - 01.2024
Lead Customer Service Agent
US Postal Service
01.2013 - 01.2024
International Lead Research Agent
US Postal Service
01.2013 - 01.2024
Sales and Service Associate
US Postal Service
04.1999 - 01.2013
Mail Carrier
US Postal Service
07.1994 - 04.1999
Certificate - data entry and analysis
Southbay Business College
Diploma -
Garden High School