Tammala D. Mcginty
Panama City,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact agency success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals, oral and written communication. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Social Security Adminstration
04.2008 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong policy knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about policy procedures, and updates on changes.
- Assisted customers in navigating company website and placing online orders, such as Medicare card, SS5 cards, 1099's, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about Over payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
MBA - Business Administration
ITU
Online Still In Process. High School Diploma -
Jerico Academy
Cordova, AL05.1983
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Team Development
- Administrative Support
Timeline
Customer Service Representative
Social Security Adminstration
04.2008 - Current
MBA - Business Administration
ITU
High School Diploma -
Jerico Academy
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