Summary
Overview
Work History
Education
Skills
Timeline
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Tammy Childs

Spokane,WA

Summary

With over ten years of dedicated customer service experience the opportunity to develop exceptional interpersonal communication and problem-solving skills allowed for dynamic growth in loyal customer relationships. The added ability of streamlining internal processes through team collaboration allowed for a seamless customer experience while building team morale and overall efficiency.

Overview

13
13
years of professional experience

Work History

Digital Care Associate

Comcast
Liberty Lake Remote, WA
04.2019 - 05.2023
  • Provided excellent service and attention to customers through chat, email, and phone conversations in a timely manner, while effectively prioritizing 3 to 10 conversations at once.
  • Increased customer satisfaction ratings by actively listening, reading, and responding appropriately, discovering needs, and resolving issues quickly, making their interaction effortless.
  • Monitored online platforms for customer service related topics and questions.
  • Creating trouble tickets and scheduling follow-ups while coordinating with internal and external teams to ensure timely and successful delivery of solutions according to customers' needs.
  • Collaborated with other departments to ensure timely resolution of customer issues.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Maintained up-to-date records of customer interactions and transactions.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Spearheaded an electronic peer review system to enable a quicker, more efficient process for Digital Care Teams.
  • Created a system template for customer notes to ensure consistency throughout the department.
  • Complied with federal and state regulations.
  • Adhered to established company policies and procedures for handling confidential customer information.
  • Continued training on internal systems, laws, regulations, and product knowledge.

Customer Loyalty Representative

Comcast
Liberty Lake, WA
01.2017 - 03.2019
  • Delivered exceptional customer service by patiently listening to the customer's concerns or complaints.
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns. Finding creative solutions to problems.
  • Prevented key account losses by using exceptional interpersonal skills, researching discrepancies, and correcting problems.
  • Delivered exceptional customer service by patiently listening to customer concerns or complaints.
  • Promoted available products and services to customers during service, account management and order calls.
  • Maintained accurate records of all customer interactions, transactions, comments, and complaints.
  • Reviewed customers account educating them on billing inquiries, local technical problems, and equipment updates.
  • Coordinated with internal teams for billing, technical, and legal needs.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Ensured compliance with applicable laws, regulations, policies and procedures when dealing with customer inquiries.

Guest Service Representative

Carnival Cruise Lines
Spokane Remote, WA
01.2015 - 12.2017
  • Offered exemplary customer service while handling travel arrangements for groups, couples, executives, and special needs clients.
  • Researched availability of cruises, flights, hotels, car rentals, and other vacation components.
  • Advised passengers about travel documents required for international trips.
  • Communicated security issues and protocols to clients traveling to unstable countries or locations.
  • Tracked changes in policies related to visas, passport requirements.
  • Maintained knowledge of current promotions and specials offered by cruise lines.
  • Followed-up with clients after their return from trips to receive feedbacks on their experiences.
  • Stayed up to date on travel industry, policies and restrictions. Ensuring compliance with industry policies when dealing with customers' personal data.

Medicare Advisor

West Corporation-Aetna
Spokane, WA
04.2013 - 01.2015
  • Provided Medicare customers with guidance and assistance in selecting the most appropriate insurance plans. While complying with all federal, local laws, and company policies.
  • Assisted clients in completing applications, forms, and other paperwork related to enrollment process.
  • Reviewed contracts prior to signing off on behalf of clients ensuring accuracy of details provided.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.

Customer Service Agent

West-AT&T
Spokane, WA
04.2010 - 04.2013
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Assisted customers with product selection based on their individual requirements.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Troubleshot technical problems related to products or services provided by the company.
  • Comply with all federal and state laws.

Education

Associate of Arts - Phycology

Spokane Falls Community College
Spokane, WA
06-2008

Skills

  • Self-motivated
  • Team player
  • Microsoft Suite
  • Microsoft Teams
  • CSG billing system
  • Quality assurance controls
  • Extensive technical skills
  • De-escalation techniques
  • Problem resolution
  • Verbal and written communication
  • Active empathetic listening
  • Streamline organization and recordkeeping
  • Multitasking and prioritization

Timeline

Digital Care Associate

Comcast
04.2019 - 05.2023

Customer Loyalty Representative

Comcast
01.2017 - 03.2019

Guest Service Representative

Carnival Cruise Lines
01.2015 - 12.2017

Medicare Advisor

West Corporation-Aetna
04.2013 - 01.2015

Customer Service Agent

West-AT&T
04.2010 - 04.2013

Associate of Arts - Phycology

Spokane Falls Community College

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Tammy Childs