Confident Customer Service Representative possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 10+ years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints. Meaningful, rewarding work performed with Dedication and Integrity by creating a stellar customer experience.
Hi, I’m
Tammy Pealer
Summary
Overview
13
years of professional experience
Work History
Bakkt
Customer Service Call Center Supervisor
03.2020 - 12.2023
Job overview
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
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- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
Preserve At Legacy Park
Customer Service Leasing Professional
12.2015 - 02.2020
Job overview
- Kept properties in compliance with local, state, and federal regulations.
- Performed background checks applicants.
- Contributed ideas during team meetings that led to innovative solutions for improving overall operational efficiency.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Maintained detailed records of tenant interactions, enabling effective communication across team members when addressing ongoing issues or requests.
- Greeted clients, showed apartments, and prepared leases.
- Generated leads through effective online postings, prospect calls and on-site tours,, achieving a notable closing ratio of 50%
CLK Multifamily Management
Leasing Coordinator
08.2013 - 12.2015
Job overview
- Distributed and followed up on tenant renewal notices.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Assisted in property acquisition
- Collected rent and tracked resident payments and information in computer system.
- Developed strong rapport with both current and prospective tenants by consistently providing exceptional customer service.
American Express Platinum Travel
Client Service Representative
07.2010 - 08.2013
Job overview
- In bound call center making air, car, hotel reservations for Platinum card holders.
- Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, emails)
- Display a passion to serve by delivering outstanding service in every interaction with our Customers
- The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
- Strong interpersonal, communication, verbal and written skills
- Assertiveness to handle difficult conversations
- Excellent negotiation, influencing and resourcefulness skills
- Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
Education
Advanced Career Training,Atlanta, GA
from Travel Management
09.1992
University Overview
Southern Illinois University CarbondaleCarbondale, IL
from Communications
12.1979
University Overview
Skills
- Call Center Leadership
- Empathy
- Teamwork
- Problem solving
- Communication
- Organization
- Adaptability
- Effective Time Management
- Emotional Intelligence
- Dependability
- Conflict Resolution
- Work Ethic
- Creativity
- Dependability
- Policy Enforcement
- Feedback Delivery
Timeline
Customer Service Call Center Supervisor
Bakkt
03.2020 - 12.2023
Customer Service Leasing Professional
Preserve At Legacy Park
12.2015 - 02.2020
Leasing Coordinator
CLK Multifamily Management
08.2013 - 12.2015
Client Service Representative
American Express Platinum Travel
07.2010 - 08.2013
Advanced Career Training,
from Travel Management
Southern Illinois University Carbondale
from Communications
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