Tammy Miller
Wayfair llc
McDonough,GA
7
years of professional experience
Senior Customer Service Representative driving reductions in churn through rapid escalations and targeted process fixes. Resolves complex billing and technical issues while creating clear knowledge resources and triage workflows that cut handling time. Aims to expand customer retention impact and mentor teams to sustain higher satisfaction.
Work History
Senior Customer Service Representative
3 Years 8 Months- Resolved escalated customer complaints via phone and email, restoring account access and preventing churn.
- Implemented FAQ updates in Zendesk that reduced average agent handling time during peak hours.
- Coached junior reps on conflict de-escalation techniques, improving first-contact resolution within the team.
- Designed a callback scheduling process that cut wait time and increased customer satisfaction scores.
- Resolved escalated billing disputes by coordinating with finance, restoring accurate account balances.
- Managed priority chat queue during peaks, shortening response intervals and calming irate customers.
- Created an escalation triage checklist that improved routing accuracy and sped resolution handoffs.
Customer Success Representative
1 Year 5 Months- Resolved complex billing discrepancies using CRM and billing tools, restoring accurate account balances for customers.
- Logged detailed incident reports and recreated error states in ticketing system to accelerate root-cause analysis.
- Coordinated with product and QA teams to validate reported bugs, reducing repeat escalations from callers.
- Developed quick-reference troubleshooting cards for common issues, cutting average handle time on those calls.
- Logged comprehensive incident tickets with timestamps and error states to speed root-cause analysis.
Customer Support Specialist
1 Year 1 Month- Resolved 50+ daily customer inquiries via phone and email, restoring account access and reducing backlog.
- Processed refunds and billing adjustments for accounting, clearing disputed charges for affected customers.
- Created step-by-step knowledge articles for the help center, cutting repeat inquiries on common issues.
- Answered complex billing and account questions by phone, restoring customer access and logging follow-up steps.
- Resolved escalated technical problems using internal KB and live diagnostics, preventing multiple potential churn cases.
Education
Associate degree - health sciences
- associates degree in health sciences
- GPA: 3.0
Skills
Empathy
Time Management
Critical Thinking
Team Collaboration
Adaptability
Process Improvement
CRM Software
Call control
Database management
Account management
Credit card processing
Order fulfillment
Conflict management
Documentation review
Escalation management
Cross-functional collaboration
Service recommendations
Call center experience
De-escalation techniques
Live chat support
CRM software
Customer service
Problem resolution
Calm under pressure
Understanding customer needs
Teamwork and collaboration
Issue and complaint resolution
Customer relations
Relationship building
Computer skills
Calm and professional under pressure
Customer account management
Remote office availability
Salesforce CRM
Order processing
Service upselling
Sales transactions
Personal Information
Title: Senior Customer Service Representative
Timeline
Senior Customer Service Representative
Wayfair llc
01.2023 - CurrentRead More
Customer Success Representative
Alorica
07.2020 - 12.2021Read More
Customer Support Specialist
Concentrix
06.2019 - 07.2020Read More
Gordon College
Associate degree from health sciences
Read More