Tarina Eleby
Washington,DC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
FEMA
04.2021 - 12.2023
- Respond to incoming calls and make occasional outbound calls regarding FEMA
- Utilize standard technology such as computer, telephone, email, and web browser for work tasks
- Complete basic call-related input in computer terminal for phone inquiries
- Maintain confidentiality and privacy policies, referring callers to alternate sources when appropriate
- Pay attention to detail and multitask effectively
Customer Support Specialist (Remote)
SANS Institute
07.2019 - 02.2021
- Exhibit strong communications skills, especially over the telephone.
- Excellent verbal, written, and listening communication skills.
- Strong analytical and problem-solving skills to enable effective incident and problem resolution.
- Strong team-oriented interpersonal skills, with the ability to interface effectively with a broad range of people and roles, including IT business personnel, vendors, and customers.
- Ability to perform tasks with minimum direct supervision but know when to seek assistance.
- Demonstrate close attention of detail in working through a variety of customer facing issues.
- Ability to handle multiple activities and prioritize activities based on the schedule of events, while maintaining a sense of urgency to meet our customer demands.
- Passionate about providing accurate, timely, and customer focused support in a secure fashion.
- Must be willing to perform occasional work after hours and on weekends, participate in on-call rotation.
- Ability to learn and retain a significant amount of technical information in a relatively short period of time
- Receptivity to detailed performance feedback
- Proficiency with a keyboard and window-based applications
- Can work in a remote environment.
Customer Service Representative
KMRG, LLC
09.2016 - 03.2018
- Act as a customer service agent representing the U.S. Patent and Trademark Office (USPTO)
- Respond to phone calls and email inquiries from customers
- Assist customers in accessing information related to USPTO services
- Escalate customer requests to next-level manager, as needed
- Help solve customer problems
- Provide feedback and suggestions to improve work
- Document and track customer requests for information
- Adhere to established operating procedures and guidelines
- Collaborate with internal teams to share and coordinate information
- Be receptive to coaching and feedback for professional development
- Exhibit professionalism and maintain courteous interactions with all customers
- Build and maintain positive working relationships with peers, management, and leadership
- Perform other duties, as required
Remote Customer Service Representative/Dispatcher
Service Specialists Inc
01.2015 - 08.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
The National External Diploma Program
Washingtin, DC10.2023
Skills
- Consultative Sales
- Appointment Scheduling
- Data Collection
- Paperwork Processing
- Call Management
- Complaint Resolution
- Data Entry
- Professional Telephone Demeanor
- Call Center Operations
- Documentation
- Reading Comprehension
- Computer Proficiency
- Brand Representation
- Microsoft Excel
- Microsoft Outlook
- Problem Resolution
- [Software] CRM System Proficiency
- Proofreading
- Active Listening
Certification
- Customer Service & Sales certified Specialist From NRF Foundation for fulfilling curriculum requirements and passing a comprehensive exam.
- Credential Number : 5617711
- Credential Date : June 09, 2021
Languages
English
Full Professional
Timeline
Customer Service Representative
FEMA
04.2021 - 12.2023
Customer Support Specialist (Remote)
SANS Institute
07.2019 - 02.2021
Customer Service Representative
KMRG, LLC
09.2016 - 03.2018
Remote Customer Service Representative/Dispatcher
Service Specialists Inc
01.2015 - 08.2016
High School Diploma -
The National External Diploma Program
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