Tamiko Verge
Murfreesboro,TN
Summary
Accomplished professional with a proven track record of blending strong interpersonal skills with creative problem-solving abilities. Excelled in enhancing customer satisfaction and retention, significantly contributing to team and company goals. Proficient in Microsoft Office, demonstrating exceptional communication skills and a detail-oriented work ethic.
Overview
25
25
years of professional experience
Work History
PACT-Onboarding Champion III (Full Time, Remote)
Verizon Wireless
05.2023 - Current
- Identify and resolve complex issues with the onboarding process using multiple systems.
- Troubleshoot and resolve issues with failed order and phone activations.
- Process credit applications to accurately assess financial risk of potential consumer and business customers.
- Provide customer-focused solutions while managing multiple priorities in a fast-paced environment.
- Work independently and collaboratively with internal and external customers.
- Maintain confidentiality of and update pertinent information in computer database.
- Establish and maintain working relationships with teammates to achieve individual, team, and overall company goals.
- Minimize transfers by taking ownership of escalations and providing empathy as needed.
- Manage approximately 45 incoming calls and emails from customers.
PACT Advocate-Tier 1 (Full Time, Remote)
Verizon Wireless
10.2018 - 05.2023
- Built long-term, loyal customer relations by promoting superior experience and demonstrating empathy when needed.
- Worked effectively with internal peers to coordinate customer-focused solutions.
- Worked tickets to resolution, ensuring customer information was correct.
- Resolved complex issues regarding online orders and the onboarding process for consumer accounts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer concerns and future needs.
- Directed incoming calls to internal departments, routing to best-qualified department as needed.
- Learned and maintained different processes, procedures, and in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Worked offline as a subject matter expert providing assistance for new hires.
- Used company troubleshooting guide to evaluate technical problems and find appropriate solutions.
- Compiled and entered customer information into databases.
- Met or exceeded company goals on a monthly basis.
- Managed approximately 48 incoming calls & email inquiries.
Customer Service Advocate (Full Time)
Verizon Wireless
08.2011 - 10.2018
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Enhanced customer satisfaction by promptly handling and resolving conflicts with billing and payments.
- Implemented custom strategies to reduce average call handling time while maintaining high-quality service.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Communicated and treated internal and external customers in a professional, respectful manner.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
- Negotiated as needed to achieve a win-win resolution while preserving valuable business relationships without compromising company interests.
- Entered and maintained customer data.
Insurance Sales Agent (Full Time)
State Farm Insurance (Marvin Cook Agency)
07.2001 - 08.2011
- Licensed to sell auto, fire, health, and life policies, as well as bank products (from 2003 to 2013).
- Recommended coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Processed payments for customers, as well as reconciliation of office bank deposits.
- Provided assistance with processing claims, included administering claims payments.
- Interviewed policyholders to verify information and obtain additional details.
- Carried out administrative duties by distributing mail, providing binders, and scanning documents.
- Sought out new clients and developed relationships through networking, direct referrals, lead databases, and cold calling (approximately 100 outbound and inbound sales-related calls).
- Handled data entry and verification.
- Typed letters and memorandums of pay history as requested by customers.
- Managed caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Education
Bachelor of Science - Liberal Arts And General Studies
Middle Tennessee State University
1301 E. Main Street, Murfreesboro, TN05.2007
Skills
- Strong Interpersonal skills
- Creative problem-solver
- Exceptional communication skills
- Goal-oriented
- Excellent work ethic
- Detail-oriented
- Team-oriented
- Microsoft Office skills (Word, Excel, Power Point)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCareer advancementCompany Culture401k matchPersonal development programsPaid time offQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
PACT-Onboarding Champion III (Full Time, Remote)
Verizon Wireless
05.2023 - Current
PACT Advocate-Tier 1 (Full Time, Remote)
Verizon Wireless
10.2018 - 05.2023
Customer Service Advocate (Full Time)
Verizon Wireless
08.2011 - 10.2018
Insurance Sales Agent (Full Time)
State Farm Insurance (Marvin Cook Agency)
07.2001 - 08.2011
Bachelor of Science - Liberal Arts And General Studies
Middle Tennessee State University
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