Tammy Wheeler
Newark,NJ
Summary
Customer-oriented customer rep successful at troubleshooting and handling customer support issues in a timely manner. Energetic customer rep with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Manager highly skilled in negotiating, instructing and supervising Call Center Representatives. Experienced over 10 years in MCA
Merchant Cash Advance B2B Industry , funding US and Canadian Businesses, improving their bottom line.
Overview
11
11
years of professional experience
Work History
Senior Manager
Global Capital Funding LLC
02.2016 - Current
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Acted professionally and patiently when addressing negative customer feedback.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Developed all process controls and metrics for daily management of the Call Center.
Debt settlement advisor
Decision One
01.2015 - 12.2015
- Effectively managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls with up to 25 calls in queue per minute.
- Built and maintained relationships with clients to provide ongoing support.
- Evaluated consumer reports on a monthly basis.
- Managed high call volume with tact and professionalism.
- Developed and maintained pipeline of clients via Outbound dealer five 9 and processed Debt Applications
- Entered Data into Debt Pay Pro - CRM System
- Met or exceeded service and quality standards every review period.
Education
Associate of Science - Medical Insurance Coding
Star Career Academy - Newark
Newark, NJ11.2009
Associate of Science - Early Childhood Education
Kean University
Union, NJ01-1994
High School Diploma -
Clifford J. Scott
East Orange, New Jersey06.1986
Skills
- Skilled in call center operations
- Multi-line phone operation proficiency
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Fast learner
- Customer interface expertise
- Multi-line phone operation proficiency
- Loan origination
- Computer proficiency
Timeline
Senior Manager
Global Capital Funding LLC
02.2016 - Current
Debt settlement advisor
Decision One
01.2015 - 12.2015
Associate of Science - Medical Insurance Coding
Star Career Academy - Newark
Associate of Science - Early Childhood Education
Kean University
High School Diploma -
Clifford J. Scott
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