TAMMARA WHITE
Dallas
Summary
Dedicated leader with 10+ years of experience in customer service and technical support. Proven ability to manage priorities, lead teams, and deliver high-quality service while maintaining strong client relationships. Recognized for driving performance, improving efficiency, and supporting business growth.
Overview
7
7
years of professional experience
Work History
Agent Resolution Support Representative
Brinks Home
01.2025 - Current
- Delivered real-time operational support to agents, resolving complex customer and account issues while maintaining service standards.
- Promoted adherence to policies and procedures through clear communication, coaching, and ongoing support.
- Partnered with agents to troubleshoot account issues and complete updates accurately, improving overall team efficiency.
- Led customer de-escalation efforts, resolving concerns with professionalism and a focus on positive outcomes.
- Facilitated training for new hires, equipping team members with the knowledge and tools needed to succeed in evolving projects.
Digital Support Lead
Brinks Home
01.2021 - 12.2025
- Oversaw customer support queues across Quiq and digital chat platforms, ensuring efficient workload management and SLA compliance.
- Acted as a key resource for agent support, providing timely research and resolution guidance via Teams and email channels.
- Designed and implemented training resources and process documentation to enhance agent knowledge and operational efficiency.
- Analyzed work volume trends and contributed to scheduling strategies to optimize team performance and coverage.
- Functioned as an escalation leader, addressing employee concerns and fostering a solutions-oriented work environment.
- Led and facilitated team meetings to drive communication, performance alignment, and continuous improvement initiatives.
- Supported the deployment of process enhancements, reinforcing policy adherence and promoting operational consistency.
Digital Support Specialist
Brinks Home
06.2019 - 01.2021
- Oversaw multi-channel customer communications, delivering empathetic and solution-oriented support across email, SMS, and chat platforms.
- Drove end-to-end resolution of customer issues, ensuring accountability, timeliness, and a seamless customer experience.
- Evaluated customer needs and identified opportunities to recommend tailored products and services.
- Championed a customer-first approach, consistently exceeding service expectations and improving satisfaction metrics.
- Led effective resolution of complex customer concerns, reinforcing service standards and fostering trust.
Education
Al Collins Graphic Design
Tempe, AZSkills
- Customer Relationship Management & Service Excellence
- Team Leadership, Coaching & Development
- Operational & Workflow Optimization
- Cross-Functional Communication & Collaboration
- Data Analysis, Reporting & Tableau Visualization
- Technical Support & Troubleshooting
- Process Improvement & Problem Resolution
Accomplishments
- Elevated team performance by coaching and mentoring agents, resulting in improved productivity and service quality.
- Designed and deployed targeted training resources that reduced repeat inquiries and increased first-contact resolution.
- Analyzed workflows to identify inefficiencies, implementing solutions that improved accuracy and reduced turnaround time.
- Promoted a high-performing team culture through proactive communication, collaboration, and continuous development initiatives.
Timeline
Agent Resolution Support Representative
Brinks Home
01.2025 - Current
Digital Support Lead
Brinks Home
01.2021 - 12.2025
Digital Support Specialist
Brinks Home
06.2019 - 01.2021
Al Collins Graphic Design