Hi, I’m
Tammy Walker
ROSHARON,TX
Summary
Personable and dedicated senior customer support representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Service-oriented Customer Support Representative with 20+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
27
years of professional experience
Work History
NRG Energy Inc Houston, TX
Senior Customer Support Representative
01.2006 - Current
Job overview
- Provided high-level customer service to resolve escalated customer inquiries.
- Assisted customers with complex technical issues, troubleshooting and resolving them in a timely manner.
- Monitored incoming support requests from customers via phone, email and other channels.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Developed detailed documentation for processes and procedures related to customer support operations.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
- Maintained up-to-date records of all interactions with customers in the company's CRM system.
- Collaborated with colleagues to develop strategies for improving overall customer experience outcomes.
- Analyzed customer data to identify trends and opportunities for improvement.
- Provided comprehensive customer support and troubleshooting assistance to customers.
- Developed and maintained positive relationships with customers through effective communication.
- Resolved escalated customer issues in a professional manner.
Reliant Energy IncHouston, TX
Business Customer Service Representative
01.2003 - 12.2005
Job overview
- Assisted with customer inquiries via phone, email and in person.
- Processed orders accurately and efficiently.
- Resolved customer complaints in a timely manner.
- Maintained records of customer interactions and transactions.
- Upsold additional products when appropriate.
- Ensured compliance with company policies and procedures.
- Collaborated with internal teams to resolve complex customer requests or complaints quickly and effectively.
- Followed up with customers after service completion to ensure their needs were met.
- Investigated any reported malfunctions, bugs, or errors that impacted user experience.
Mci WorldcomSugar Land, TX
Technical Support Specialist II
01.1998 - 12.2002
Job overview
- Provided comprehensive technical support to customers via telephone, email and chat.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Troubleshot system errors and identified potential solutions.
- Diagnosed system problems using remote tools to access customer machines.
- Conducted tests to identify malfunctions in hardware or software systems.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
Education
University of PhoenixTempe, AZ
Some College (No Degree) from Business Management
Texas Southern UniversityHouston, TX
Some College (No Degree) from Business Administration
Skills
- Complaint resolution
- Call Management
- Product Knowledge
- Building rapport
- Project management abilities
- High-energy attitude
- CRM Software
- Research
- Client Relations
- Customer Service
- Positive and professional
- Customer Relations
- Product Education
- Client Relationship Building
References
References available upon request.
Timeline
Senior Customer Support Representative
NRG Energy Inc
01.2006 - Current
Business Customer Service Representative
Reliant Energy Inc
01.2003 - 12.2005
Technical Support Specialist II
Mci Worldcom
01.1998 - 12.2002
University of Phoenix
Some College (No Degree) from Business Management
Texas Southern University
Some College (No Degree) from Business Administration
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