Tammy Patrice Dailey
Jacksonville,FL
Summary
Flexible Customer Service focused, works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
40
40
years of professional experience
Work History
Substitute Teacher
ESS
Jacksonville, FL
2023.10 - Current
- Delivered engaging lessons to diverse student groups across various subjects.
- Managed classroom behavior to maintain a positive learning environment.
- Collaborated with school staff to ensure smooth daily operations.
Escalation Specialist; Retention Specialist
Comcast Corp.
2005.05 - 2020.12
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Escalated customer issues to management for appropriate action to be taken.
- Trained customers on product usage for increased brand loyalty.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
Life Group Leader
First Baptist Church Of Oakland
2005.09 - 2016.09
- Created Lessons and Activities based on current Sermon Series, focusing on Youth and Young Adult students in the Christian Education Department.
- Prepared Lesson Plans for Facilitators to implement.
Customer Service Supervisor
Garden Ridge Pottery
2003.10 - 2004.11
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
Medicaid Eligibility Specialist
Department Of Children And Families, State Of Florida
1992.01 - 2002.12
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Assisted clients with completion of applications and paperwork.
- Communicated with people from various cultures and backgrounds on application process.
- Determined Medicaid Eligibility for clients in Nursing Homes, Hospice, Assisted Living and those living at home with Intellectual Disabilities.
Program Manager
First Baptist Church Of Oakland Youth Incentive Program
1986.10 - 1996.06
- Supervision of 100+ children from low income, high risk community.
- Tutored children in Reading, Mathematics, Cognitive Reasoning and daily living skills.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
Child Protection Counselor
Department Of Children And Families, State Of Florida
1990.09 - 1992.01
- Wrote individualized treatment plans for children in Child Protection setting.
- Transported and escorted clients between facilities, meetings, appointments and other activities.
- Identified problem situations and implemented successful counseling strategies to addrss concerns.
- Prepared Court Documents to remove children from abusive or neglected home situations
- Prepared home studies for Foster Care placement.
Public Assistance Eligibility Specialist
Department Of Children And Families, State Of Florida
1986.10 - 1990.09
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Education
Bachelor Of Science - Political Science
Florida State University
Tallahassee, FLSkills
- Best Practices Management
- Quality Control Policies
- Creative Solutions
- Website Navigation
- Effective Multitasking
- Knowledge Base
- Call Control
- Collaborative Environments
- Client Relationships
- Customer Issue De-Escalation
- Query Escalation
- Staff Support
- Calm and Professional Under Pressure
- Escalation Management
- Communications Strategies
Timeline
Substitute Teacher
ESS
2023.10 - Current
Life Group Leader
First Baptist Church Of Oakland
2005.09 - 2016.09
Escalation Specialist; Retention Specialist
Comcast Corp.
2005.05 - 2020.12
Customer Service Supervisor
Garden Ridge Pottery
2003.10 - 2004.11
Medicaid Eligibility Specialist
Department Of Children And Families, State Of Florida
1992.01 - 2002.12
Child Protection Counselor
Department Of Children And Families, State Of Florida
1990.09 - 1992.01
Program Manager
First Baptist Church Of Oakland Youth Incentive Program
1986.10 - 1996.06
Public Assistance Eligibility Specialist
Department Of Children And Families, State Of Florida
1986.10 - 1990.09
Bachelor Of Science - Political Science
Florida State University