Taneya Watson
Phoenix,AZ
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
11
11
years of professional experience
Work History
Debt Specialist III
TD Bank
Phoenix, AZ
04.2024 - Current
- Assisted customers in effectively managing debt through various strategies such as Forbearance, Settlements or Re Age.
- Collaborated with various clients during multiple phases of loss.
- Supported onboarding process by facilitating call observations and side-by-side mentorship.
- Ensured information accuracy to prevent Quality Monitoring discrepancies.
- Validated required customer information amidst managing an influx of calls, reaching around 80-100 every day.
- Resolving immediate tasks while being highly responsive in chats, additional learning courses, and quarterly performance reviews.
- Monitored call scripting to ensure adherence and customer engagement.
- Ensured accuracy in providing company-related data on credits and other financial matters.
Consumer Escalation Specialist
Doordash
Tempe, AZ
02.2019 - 11.2022
- Processed refunds for unapproved charges and recurring payments in platforms like Braintree and Stripe.
- Handled communication concerning escalated order challenges with customers, Dasher pay inconsistencies, along with refund or credit transactions for all subscribers.
- Executed projects consistent with client requirements.
- Identifying additional related investments and service needs based on probing client's investment strategy and needs.
- Ensured accuracy in documentation for IRS and government processes.
- Managed inquiries from 50-75 participants each day utilizing diverse platforms and communication tools.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Retention Supervisor
CenturyLink
Phoenix, AZ
02.2015 - 01.2019
- Enhanced team productivity through regular training sessions, coaching, and
- Identified opportunities and implemented coaching plans to enhance employee performance.
- Facilitated team collaboration as central liaison for onboarding employees.
- Optimized the use of CRM tools to better track customer interactions, leading to more informed decision-making processes.
- Achieved significant results in reducing call handling time from 1137 seconds to 815 seconds and hold time from 260 seconds to 69.
- Conducted side-by-side coaching to address real-time behaviors and offer improvement tips.
- Strengthened connections with agents to facilitate advancement to supervisors.
Customer Retention Specialist
CenturyLink
Phoenix, AZ
01.2014 - 02.2015
- Strengthened customer connections.
- Enhanced customer loyalty by introducing tailored product solutions.
- Exceeded sales targets by optimizing metrics such as ACW and AHT.
- Leveraged various platforms such as Microsoft Teams, Outlook, and Salesforce.
- Developed skills in handling both incoming and outgoing call systems.
- Regularly engaged in trainings to improve proficiency in selling products.
- Performed data entry tasks.
Education
High School - General Studies
Camelback High
Phoenix, AZ01.2008
Skills
- Computer literate with knowledge of a variety of applications
- Accuracy and attention to detail
- Analytical skills
- Ability to multitask and work in a fast-paced atmosphere
- Good filing and organizational skills
- Excellent listener and communicator that conveys information verbally and in writing
- Experience in handling confidential paperwork
- Capability of working alone or with others
- Highly motivated self-starter who takes initiative with minimal supervision
- Team player who excels at building trustworthy relationships with customers and colleagues
- Data entry skills
- Excellent documentation skills
- Time management skills
- Reliable
- Top sale performer
- Telecommunication skills
- Multi line phone use
- Successfully complete all jobs by time requested
Timeline
Debt Specialist III
TD Bank
04.2024 - Current
Consumer Escalation Specialist
Doordash
02.2019 - 11.2022
Retention Supervisor
CenturyLink
02.2015 - 01.2019
Customer Retention Specialist
CenturyLink
01.2014 - 02.2015
High School - General Studies
Camelback High