Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tangela Head

Hendersonville,TN

Summary

Attentive Customer Service Representative with more than 10 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Experienced work from home representative.

Overview

12
12
years of professional experience

Work History

Sr. Customer Service Rep

Cardinal Health
08.2020 - Current
  • Processed daily orders for clients for hospitals and pharmacies.
  • Entered data promptly and efficiently with 99% accuracy rate.
  • Answered customer questions about product availability and shipment times.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Answered customer telephone calls promptly and in appropriate manner.
  • Remote work/call center
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Responded to customer calls and emails to answer questions about products and services.

Care Associate

State Auto Insurance Companies
12.2018 - 06.2020
  • Provides clerical support for corresponding area, completes forms, form letters, communication, and other materials from clear copy or rough draft
  • Assists and maintains paper/electronic files and databases
  • Processes incoming and outgoing mail
  • Routes internal and external inquiries to the proper department and/or person
  • Responsible for administrative tasks such as; maintaining supplies, assembling certified and non- certified copies of policies, copying claims files, faxing documents, and pulling files based upon request
  • Reviews and verifies that data within a report, including but not limited to, entry report, coverage coding, loss draft, etc
  • Is accurate; corrects errors or routes for correction
  • Sorts/files (alphabetically/numerically/chronologically, etc.) or retrieves forms, index cards, documents, correspondence, or other materials
  • Gathers/records/correlates data for reports, from production files, data summarizations and/or other sources; makes basic mathematical calculations
  • May be responsible for issuing drafts on claims to a limited amount
  • May be called upon to perform additional duties as directed

Customer Service Associate

National Distributing Company
07.2018 - 12.2018
  • Processed orders submitted by customers for medical supplies, containers and chiropractic goods
  • Responsible for assisting customers that have had issues with orders, needed to make changes and/or review orders that have been placed
  • Assisted assigned area manager with taking and processing orders for customers placing their first order with company
  • Daily tasks included answering questions for customers calling in, offering product recommendations or alternatives and taking manual payments for orders when necessary
  • Completed follow up inquiries from customers regarding questions on orders, availability of product and/or pricing
  • Customer Service Pro

Customer Service Pro

Verizon Wireless
11.2011 - 07.2018
  • Assisted Customers with billing inquires
  • Negotiated credits
  • Took Escalated calls from customers/Peer to Peer Coaching
  • Dedicated to continuously improving sales abilities and product knowledge
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service
  • Helped drive sales goals and achieve monthly quotas
  • Answered customer questions about product availability and shipment times
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems
  • Determined customer needs by asking relevant questions and listening actively to responses.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.

Education

Associate of Arts - Business Administration

American Intercontinental University Hoffman Estates
Schaumburg, IL

High School Diploma -

Austin Career Education Center Chicago
01.2000

Associate of Arts -

Volunteer State Community College
Gallatin, TN
05.2024

Skills

  • Natural leader
  • Exceptional communication skills
  • Coaching
  • Types 45-50 WPM
  • Excellent work ethic
  • MS Windows proficient
  • Goal-oriented
  • Exceptional time management skills
  • Quick learner
  • Customer Account Management
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Building Customer Trust and Loyalty
  • Training and Development
  • Good Communication Skills
  • Excellent Attention to Detail

Timeline

Sr. Customer Service Rep

Cardinal Health
08.2020 - Current

Care Associate

State Auto Insurance Companies
12.2018 - 06.2020

Customer Service Associate

National Distributing Company
07.2018 - 12.2018

Customer Service Pro

Verizon Wireless
11.2011 - 07.2018

Associate of Arts - Business Administration

American Intercontinental University Hoffman Estates

High School Diploma -

Austin Career Education Center Chicago

Associate of Arts -

Volunteer State Community College

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Tangela Head