Tammy Smith
Kingsport,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Tier 1 Coach/Supervisor
Agero
02.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Served as reliable point of contact for escalations from clients, service providers, and customers dealing with accident management issues.
- Assisted with training new agents on policies and procedures for service dispatches.
- Assisted dispatching agents with negotiating service charges for contracted providers, approving charges and issuing virtual credit cards to out of network providers
Accident Management Dedicated Agent
Agero
05.2019 - 02.2021
- Successful "cradle to grave" handling of 50-70 cases per day involving vehicle accidents for multiple insurance clients.
- Maintained excellent customer service while negotiating with storage yards, service providers, and body shops on behalf of clients and customers.
- Investigated and resolved accounting, service and delivery concerns.
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
Emergency Roadside Assistance Dispatching Agent
Agero
08.2017 - 05.2019
- Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
Education
High School Diploma -
Daniel Boone High School
Gray, TN05.1992
Skills
- Complaint resolution
- Customer service focus
- De-Escalation Techniques
- Complaint Investigation
- Problem-solving skills
Timeline
Tier 1 Coach/Supervisor
Agero
02.2021 - Current
Accident Management Dedicated Agent
Agero
05.2019 - 02.2021
Emergency Roadside Assistance Dispatching Agent
Agero
08.2017 - 05.2019
High School Diploma -
Daniel Boone High School
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