Tammie Richardson-Porter
Customer Service Specialist
Burton,MI
Summary
Innovative Call Center Representative with 10 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues. Practiced Customer Support with more than 10 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to ensure timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while ensuring compliance with company standards and mission.
Overview
26
26
years of professional experience
Work History
Work at Home Call Center Agent
Concentrix
Cincinnati, OH
12.2017 - Current
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Communicated with vendors regarding back order availability, future inventory and special orders
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
Work at Home Reservation Specialist
Omaha Reservations Center/Hyatt Hotels
Omaha, NE
07.2015 - 11.2017
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
- Arranged accommodations and travel plans for visitors and presented updated itineraries
- Maintained financial accuracy by collecting deposits, fees and payments, processing changes and issuing receipts
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
Shipping Clerk
EXPAC CORP
Normal, IL
05.1998 - 10.2014
- Orchestrated efficient routing by producing accurate shipping documentation and package labels
- Packed, secured, labeled and applied postage to materials to prepare items for shipment
- Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping
- Updated database with changes in carrier status
- Investigated and adopted optimal shipping and receiving strategies, selecting best carriers, routes and methods to minimize costs and enhance schedules
- Compared shipping orders and invoices against contents received to verify accuracy
- Moved shipment materials to and from designated areas using lift and hand trucks
- Received incoming shipments, compared contents against associated records and transmitted to proper department
Receptionist Administrative Assistant
Women Healthcare Associates
Normal, IL
09.2011 - 08.2013
- Completed skilled administrative work to support all office staff and operational requirements
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Organized paperwork such as charts and reports for office and patient needs
- Completed and filed financial documentation for accounting purposes
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Responded to correspondence from insurance companies to verify patient's coverage
- Obtained payments from patients and scanned identification and insurance cards
- Scheduled appointments for doctor visits and procedures using desktop calendar software
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Checked patient data including insurance, demographic and health history to ensure all information was current
- Located, checked in and pulled medical records for patient appointments and incomplete charts
Education
High School Diploma -
06.1992
Associate of Business Administration - Business Administration
01.1995
Medical Administrative Assistant/Coding - Medical Insurance Billing
05.2012
Skills
- Documentation and reporting
- Call center operations
- Customer support
- E-commerce
- Communication skills
- Data entry
- Customer service optimization
- Adaptability
- Logging call information
- Client communication
- Inbound phone calls
- Verbal and written communication
Timeline
Work at Home Call Center Agent - Concentrix
12.2017 - Current
Work at Home Reservation Specialist - Omaha Reservations Center/Hyatt Hotels
07.2015 - 11.2017
Receptionist Administrative Assistant - Women Healthcare Associates
09.2011 - 08.2013
Shipping Clerk - EXPAC CORP
05.1998 - 10.2014
Jean Baptiste Pointe DuSable High School - High School Diploma,
Kennedy King Community College - Associate of Business Administration, Business Administration
Heartland Community College - Medical Administrative Assistant/Coding, Medical Insurance Billing
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