TAMIKO MCDANIEL
Lake Worth
Summary
High-achieving Customer Service Manager offering an extensive background in customer service, sales, client relations, logistics, some construction knowledge, and cash handling. Self-direct and self motivated team player who also works well independently Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Highly trained Implementation Specialist with project scope analysis, systems configuration and maintenance and troubleshooting expertise. A diligent employee multitasking on very complex assignments. Ready for a new position that involves providing customer assistance in the IT environment.
Highly skilled Implementation Specialist with broad experience in project management, system implementation, and client support. Proven ability to understand client needs and transform them into effective software solutions. Strengths include strong analytical skills, adept problem-solving abilities, and solid customer service orientation. Previous roles led to improved operational efficiency and enhanced user experiences through successful system implementations.
Overview
10
10
years of professional experience
Work History
CUSTOMER RETAIL SERVICE & IMPLEMENTATION SPECIALIS
ALLIED UNIVERSAL SERVICES
08.2021 - Current
- Provide customer service to existing clients or users of a product or service
- They resolve issues that a customer is having and report persistent problems to their manager or the appropriate department and technical support for recyclers and safes
- Identified and assessed customer's needs quickly and accurately.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Implemented and developed customer service training processes.
- Provided training to new employees on customer service protocols and best practices.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Managed client onboarding processes for security services implementation.
- Provided ongoing support to clients during the implementation phase.
- Facilitated user training sessions on software tools and operational procedures.
- Collaborated with cross-functional teams to streamline service delivery.
- Conducted needs assessments to customize security solutions for clients.
- Assisted in project planning and timeline management for new implementations.
- Conducted training sessions for users on how to use the newly implemented software program.
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Implemented customizations according to customer specifications while adhering to established coding standards.
- Reviewed project scope ahead of installation to understand customer expectations and important details.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
- Provided technical assistance to internal teams during the development of system configurations.
CALL CENTER SUPERVISOR
TELEPERFORMANCE
10.2016 - 08.2021
- Hiring, training, and preparing call center representatives to respond to customer questions & complaints while also troubleshooting problems with service or products
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Established and oversaw performance targets for call center associates.
DISPATCH SUPERVISOR
Rezenberger
05.2015 - 03.2016
- Coordinated rides between origin and interim destinations of crews
- Communicated all emergencies, delays due to weather before crews were pick up from destinations and origin points to yardmasters or train masters
- Oversaw scheduling for day to activities of 20 transportations employees
- Reviewed new customer orders and requests and manually entered data into a centralized database.
- Maintained meticulous employee records to accurately track attendance and productivity.
- Supervised team of 15 employees and provided training focused on maximizing overall performance.
- Managed 4 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
Education
CUSTOMER SERVICE Certificate - Business Administration And Management
Caraprogram
Chicago, IL01.2013
Skills
- Client Rapport-Building
- Information Updates
- Customer Loyalty
- Conflict Resolution Techniques
- Call Center Processes
- Billing Procedures
- Client Relationships
- Customer Experience
- Default Management
- Problem Resolution
- Interpersonal Communication Skills
- Customer Care
- Training Junior Team Members
- Customer Inquiry Resolution
- Employee Coaching and Mentoring
- First-Tier Technical Support
- Customer Interaction
Accomplishments
- Seasoned in conflict resolution
- Sharp problem solver
- Energetic work attitude
- Active listening skills
- Courteous demeanor
- Adaptive team player
- Telecommunication skills
- Invoice Processing
- Telephone inquiries specialist
- Opening/closing procedures
Timeline
CUSTOMER RETAIL SERVICE & IMPLEMENTATION SPECIALIS
ALLIED UNIVERSAL SERVICES
08.2021 - Current
CALL CENTER SUPERVISOR
TELEPERFORMANCE
10.2016 - 08.2021
DISPATCH SUPERVISOR
Rezenberger
05.2015 - 03.2016
CUSTOMER SERVICE Certificate - Business Administration And Management
Caraprogram
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