Summary
Overview
Work History
Education
Skills
Proficient in Microsoft
Timeline
Generic

Tasheikah Powers

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience

Work History

Interim Team Lead

Optum Services, Inc.
06.2022 - Current
  • De-escalating members complaints and queries, fast-tracking them for problem resolution.
  • Mentored and guided advocates to foster proper completion of assigned duties.
  • Established open and professional relationships with team advocates to achieve quick resolutions for various issues.
  • Built strong relationships with members through positive attitude and attentive response.
  • Conducted training and mentored team advocates to promote productivity and commitment to friendly service, while monitoring SLA.

Mortgage Servicing Specialist

Freedom Mortgage Corporation
01.2020 - 10.2021
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Associate

Statefarm Insurance
06.2017 - 12.2020
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Kept detailed records of customer interactions to track and resolve issues quickly.

Member Services Team Member

US Banking Services
08.2016 - 07.2017
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Associate of Science - Practical Nursing

Florida State College At Jacksonville
Jacksonville, FL
09.2025

Skills

  • Quality Improvement
  • Technical Support
  • Complaint Resolution
  • Coaching and Mentoring
  • Teamwork and Collaboration
  • Team Supervision
  • Staff Education and Training
  • Documentation and Reporting
  • Problem-Solving
  • Service Level Agreements
  • Expectation Setting
  • Issue Resolution

Proficient in Microsoft

  • Excel
  • Word
  • Teams
  • PowerPoint
  • One Note
  • OneDrive
  • Outlook

Timeline

Interim Team Lead

Optum Services, Inc.
06.2022 - Current

Mortgage Servicing Specialist

Freedom Mortgage Corporation
01.2020 - 10.2021

Customer Service Associate

Statefarm Insurance
06.2017 - 12.2020

Member Services Team Member

US Banking Services
08.2016 - 07.2017

Associate of Science - Practical Nursing

Florida State College At Jacksonville

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Tasheikah Powers