Tarra Buford

• Responsible for taking escalated calls, assisting with calls and supervising my team with any problems or issues
• Pulling monitors and administering each representative month end and discussing their quality and Calls Per Day and providing guidance on how to improve

• Ensured timecards wete up to date and hours completed
• Monitoring team daily
• Discussing and issuing necessary coaching and warnings
• Watching skills sets and service levels making adjustments when needed during closing.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.

• Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
• Promptly responded to inquiries and requests from prospective customers.
• Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
• Escalated issues to proper supervisors when standard processes were not effective.
• Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.

• Assisted cistomers in the private label and vip ques.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Handled customer inquiries and suggestions courteously and professionally.
• Provided primary customer support to internal and external customers.
• Met customer call guidelines for service levels, handle time and productivity.
• Answered constant flow of customer calls with minimal wait times.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Demonstrated respect, friendliness and willingness to help wherever needed.

Handled general customer service calls.

Assisted with logging in to and navigating websites. Processed payments by phone.

Reviewed borrower accounts and provided explanation of polices and procedures related to the servicing of mortgage loans