Tamzen Shimer
Westminster,Colorado
Summary
Customer Service Representative with over 21 years of experience in delivering exceptional customer satisfaction and retention across diverse industries. Adept at conflict resolution, communication, and process improvement, leveraging empathetic problem-solving skills and database management expertise. Committed to enhancing team performance and customer experiences through detailed documentation and strategic collaboration.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Connect for Health Colorado
09.2024 - 03.2025
- Assisted customers in updating their information and enrolling in health plans due to life events, ensuring compliance with regulatory requirements.
- Provided empathetic and detailed support to customers, addressing their needs and concerns related to health insurance plans, dental, and vision coverage.
- Ensured accurate and timely processing of customer applications and updates, maintaining a high level of customer satisfaction.
- Utilized healthcare CRM systems to manage customer interactions and track customer service metrics, contributing to improved customer experience.
- Collaborated with cross-department teams to resolve escalated issues and ensure seamless customer service experiences.
Customer Service Representative
Verizon Wireless
03.2022 - 10.2023
- Responded to customer inquiries via phone, email, and chat, ensuring timely resolution.
- Documented all interactions, follow-up tasks, and escalated issues as needed.
- Maintained courteous and empathetic communication with customers.
- Enhanced customer accounts by updating databases and applying ACP benefits.
- Increased customer satisfaction through effective problem-solving and sales techniques
Customer Service Representative
Bright Horizons
07.2011 - 09.2020
- Address customer inquiries, billing questions, and service requests; ensure high satisfaction rates.
- Resolve service or billing issues by rescheduling care requests, connecting to providers, or adjusting bills.
- Follow up with customers to offer additional support and verify resolution satisfaction.
- Document and research customer service issues, providing effective solutions.
- Improve processes and products by relaying customer feedback, enhancing overall service quality.
CSR-2
T-Mobile
01.2007 - 06.2011
- Recovered outstanding balances through proactive customer calls, ensuring timely payments.
- Supported managers in refining collections and service procedures, improving efficiency.
- Resolved unpaid accounts by establishing flexible payment plans, reducing delinquencies.
- Accurately documented calls with precise account updates, maintaining detailed records.
- Collaborated with customers to understand delinquency causes and develop payment solutions.
- Provided floor support to assist agents and handle escalated calls, enhancing team performance.
Winback/ATR/CSR-2
Dish Network/Echostar
08.2004 - 11.2006
- Resolve technical issues for advanced and base equipment, ensuring customer retention and satisfaction.
- Implemented CSS program to support representatives and supervisors, enhancing team performance.
- Provided solutions to complex technical problems, significantly improving customer experience.
- Collaborated with team to address customer concerns, leading to measurable retention improvements.
Education
High School Diploma -
05.1996
Skills
- Adaptability
- Billing
- Communication
- Conflict resolution
- Critical thinking
- Customer accounts
- Customer retention
- Database management
- Documentation
- Empathy
- Problem solving
- Process improvement
- Research
- Service requests
- Teamwork
- Time management
Timeline
Customer Service Representative - Connect for Health Colorado
09.2024 - 03.2025
Customer Service Representative - Verizon Wireless
03.2022 - 10.2023
Customer Service Representative - Bright Horizons
07.2011 - 09.2020
CSR-2 - T-Mobile
01.2007 - 06.2011
Winback/ATR/CSR-2 - Dish Network/Echostar
08.2004 - 11.2006
Academy of Charter Schools - High School Diploma,
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