Tanell Ferrier
Summary
Proven problem-solver and adept in customer service at Conservice Utility Management & Billing by implementing preventive measures and reducing complaints. Skilled in de-escalation techniques and data entry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with eager to secure entry-level Eligibility Specialist position. Ready to help team achieve company goals.
Overview
14
14
years of professional experience
Work History
Payment Resolution Specialist
Conservice Utility Management & Billing
12.2018 - 07.2024
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Caregiving
12.2015 - 11.2018
Was pregnant with twins so I stayed home with them for a couple years before I moved back to Logan Ut.
Sales Associate
Herberger's Department Store
09.2015 - 12.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Cleaner
Jani King Cleaning
07.2015 - 09.2015
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Used time management and efficient cleaning methods to meet deadlines.
Moved
10.2014 - 07.2015
Moved from Logan Ut. to Rock Springs Wy. with my son, so I took the time to get us settled and adjust to the changes.
Collections Agent
Direct Financial Solutions
07.2014 - 10.2014
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
QA Inspector/Packaging Associate
Mountain West Seat Covers
08.2013 - 10.2014
- Streamlined QA documentation by maintaining organized records of all inspections, tests, and findings.
- Performed detailed visual inspections of products, resulting in fewer defective units reaching customers.
- Ensured compliance with industry standards by diligently following inspection protocols.
- Facilitated open communication between production staff and quality assurance teams to foster a collaborative work environment focused on achieving common goals.
Cleaner
Ocean Breeze Cleaning
06.2013 - 08.2013
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Used time management and efficient cleaning methods to meet deadlines.
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Handled equipment, chemicals, and materials properly and with caution.
Caregiving
02.2011 - 05.2013
Stayed home to take care of my son.
Agent
Call Assistant
02.2010 - 02.2011
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
Education
High School Diploma -
Mountain Crest High School
Hyrum, UT05.2018
Skills
- De-Escalation Techniques
- Assertiveness
- Conflict resolution skills
- Document Preparation
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Money handling abilities
Timeline
Payment Resolution Specialist
Conservice Utility Management & Billing
12.2018 - 07.2024
Caregiving
12.2015 - 11.2018
Sales Associate
Herberger's Department Store
09.2015 - 12.2015
Cleaner
Jani King Cleaning
07.2015 - 09.2015
Moved
10.2014 - 07.2015
Collections Agent
Direct Financial Solutions
07.2014 - 10.2014
QA Inspector/Packaging Associate
Mountain West Seat Covers
08.2013 - 10.2014
Cleaner
Ocean Breeze Cleaning
06.2013 - 08.2013
Caregiving
02.2011 - 05.2013
Agent
Call Assistant
02.2010 - 02.2011
High School Diploma -
Mountain Crest High School
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