Open To Work
Tara Cox
Copperas Cove,Tx
Work Preference
Summary
Customer Service Professional experienced in managing client relationships and driving customer satisfaction. Strong focus on team collaboration and achieving results. Adept at problem-solving, communication, and adapting to changing needs. Known for reliability and customer-first mindset. I have worked both inbound and outbound calls, managing lease accounts for Mercedes-Benz, booking travel through AMEX and Royal Bank of Canada, Cell phone support and patient care.
Overview
15
15
years of professional experience
Work History
Customer Account Advisor
GC Services
Copperas Cove, TX
05.2023 - 04.2026
- Resolved customer inquiries, enhancing satisfaction and retention.
- Managed account updates, ensuring accuracy and compliance with company standards.
- Collaborated with cross-functional teams to streamline processes and reduce response times.
- Trained new staff on customer service protocols and system navigation.
- Supported Mercedes-Benz Financial Services
- Extended lease contract for customer loyalty
- Explained signed contracts for no confusion at lease end.
- Walked customer through the purchase of their lease, emailing credit applications and going over approval sending out contracts
- Developed training materials to improve team performance and knowledge retention.
- Mentored junior advisors, fostering a culture of continuous improvement and professional development.
- Provided exceptional service by quickly identifying client needs and offering appropriate solutions or recommendations.
- Handled escalated calls from dissatisfied customers, working diligently to resolve their issues and restore confidence in the company''s services.
- Assisted customers in navigating complex account systems, making it easier for them to manage their finances effectively.
- Kept up-to-date on industry trends and changes in regulations, allowing for informed discussions with clients regarding potential impacts on their accounts.
- Reduced customer complaints by providing timely solutions and maintaining open lines of communication.
- Maintained detailed records of all client interactions, ensuring continuity of service and seamless handoffs between team members when necessary.
- Effectively managed workload by prioritizing tasks according to urgency and importance while keeping track of deadlines across multiple accounts simultaneously.
- Developed strong client relationships through excellent interpersonal skills and consistent follow-up on outstanding issues.
- Participated in continuous professional development opportunities, staying current with best practices and trends in customer account management.
- Improved customer satisfaction by addressing and resolving account issues promptly and professionally.
Travel Care Professional
Teleperformance
08.2022 - 03.2023
- With Teleperformance I worked with the Expedia client first with Amex Travel and then with Royal Bank of Canada. I used voyager, vnext Cisco IP communicator, finesse soft phone. Citrix for use of proprietary software that was specific to the client. I may not have the years of experience that some do. However, I learn very fast, and enjoy using the GDS. As you can see from the comments that follow in 7 months using Sabre, I learned how to do many processes in manual format not graphical.
- The reason I left this job despite my love for it was I needed to be hospitalized for a little while due to health issues that are linked to my disabilities.
Customer Service Representative
Self
01.2015 - 01.2022
- Scheduled all appointments and daily activities.
- Communicated on a constant basis with physicians, insurance and family members
- Transported patient to and from all appointments, errands, activities, etc.
- Met with physicians regularly to create and update patient care plan
Customer Service Representative
VIPDesk
05.2013 - 12.2015
- Handled high volume calls per day for emergency home repair, giving detailed, personalized, friendly & polite service to ensure customer retention
- Received the highest customer satisfaction rating to date during this time.
- Provided excellent customer service to new and existing patrons by communicating services provided
- Informed customers of deals and promotions.
- Connected customers to trained professionals that could assist with their emergency home repair.
Customer Service Representative
West at Home
01.2011 - 12.2013
- Used empathy, active listening, negotiation and problem-solving skills to resolve customer concerns.
- Reviewed customers’ account information to make appropriate product and service recommendations to customers.
- Successfully convinced customers at a high rate to upgrade to premium and/or multi-year service package
- Assisted customers with any Sirius XM technical issues for their car satellite radios. Stayed on phone with customer until Sirius XM subscription was successfully activated.
- Resolved customer issues and followed up with management when appropriate.
- Client Eddie Bauer
- Very high-volume inbound call flow to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- Kept detailed records of customer interactions and transactions, recording details of inquiries, complaints, and comments.
- Resolving customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Ensured that appropriate changes were made to resolve customers problems.
- Determined charges for services requested, collect payments, and/or arrange for billing.
- Received customer orders and entered them into order processing system
- Helped customer choose a different item if what they wanted was out of stock.
Education
High School Diploma -
Skills
- Strategic thinking
- Client retention strategies
- Professionalism and etiquette
- Strong negotiation
- 50-60 wpm typing speed
- Excellent QA scores always working for excellence
- Using active listening and probing questions to solve any issues
- Excellent de-escalation when customers are upset
- Friendly, cheerful greetings to put customer at ease
Timeline
Customer Account Advisor
GC Services
05.2023 - 04.2026
Travel Care Professional
Teleperformance
08.2022 - 03.2023
Customer Service Representative
Self
01.2015 - 01.2022
Customer Service Representative
VIPDesk
05.2013 - 12.2015
Customer Service Representative
West at Home
01.2011 - 12.2013
High School Diploma -
Awards & Acknowledgements
In all the time working as representative, received multiple complements rarely have escalation to a supervisor or manager. Can de-escalate a call with even when customer is angry. Has been working in the customer service industry since 17 in some form or another retail sales food service, etc., Management experience as well as very familiar and comfortable with upselling.