Tasia Millsap
Monroe,LA
Summary
Professional office support specialist with extensive experience in administrative functions and office management. Known for reliability and adapting to dynamic work environments. Excellent organizational abilities and collaborative mindset ensure seamless team operations and goal achievement.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Aidvantage – U.S. Department of Education
06.2024 - Current
- Facilitated borrower success through tailored repayment plans and deferment options.
- Guided customers in navigating federal loan programs to optimize financial outcomes.
- Maintained comprehensive documentation of all customer interactions in CRM systems for compliance purposes.
- Achieved exemplary performance by exceeding key performance indicators for accuracy and resolution time.
- Delivered high levels of customer satisfaction, consistently surpassing expectations in service delivery.
- Identified borrower needs and provided proactive support to enhance overall service experience.
- Collaborated with team members to streamline processes and improve service efficiency.
Customer Service Representative
Entergy
11.2023 - 06.2024
- { "ImprovedText": "Enhanced customer satisfaction by managing complex billing inquiries with efficiency
- Facilitated smooth payment arrangements by ensuring clear communication and understanding
- Resolved disputes proactively, minimizing customer frustration and service interruptions
- Reduced escalation rates through solution-focused service and effective conflict resolution
- Implemented strategies that improved the accuracy and speed of billing process
- Strengthened customer relationships by providing empathetic and attentive service
- Ensured compliance with company policies during billing inquiries and dispute resolution
- Utilized skills in conflict management to maintain positive customer interactions" }
Customer Service Supervisor
Pilot Catastrophe Services
10.2019 - 11.2023
- Ensured high standards of service quality through supervision of remote representatives.
- Provided ongoing coaching to remote representatives to maintain compliance with established protocols.
- Effectively managed escalations to resolve customer issues and enhance satisfaction levels.
- Optimized documentation workflows within Salesforce to improve efficiency and data accuracy.
- Developed training materials for remote staff to enhance performance and knowledge retention.
- Monitored performance metrics to identify areas for improvement and implement corrective actions.
Team Leader
General Motors IAC
01.2015 - 10.2019
- Led production teams and tracked KPIs to meet safety and efficiency standards
- Led cross-functional teams to streamline operational workflows, enhancing productivity and efficiency.
- Implemented process improvements that reduced cycle times and improved product quality metrics.
Customer Service Representative
PLS Insurance
01.2018 - 01.2019
- Assisted customers with policy coverage, billing, and claims documentation
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM systems to track interactions, ensuring accurate documentation of customer information.
Education
Bachelor of Arts - General Studies – Concentration: Society & Community Engagement
University of Louisiana At Monroe
Monroe, LA12.2025
Skills
- Customer Support
- Claims & Billing Resolution
- CRM Systems (Salesforce, Zendesk)
- Documentation & Compliance
- De-Escalation
- KPI Performance
- Microsoft Office
- Remote Operations
- Team Leadership
Timeline
Customer Service Representative
Aidvantage – U.S. Department of Education
06.2024 - Current
Customer Service Representative
Entergy
11.2023 - 06.2024
Customer Service Supervisor
Pilot Catastrophe Services
10.2019 - 11.2023
Customer Service Representative
PLS Insurance
01.2018 - 01.2019
Team Leader
General Motors IAC
01.2015 - 10.2019
Bachelor of Arts - General Studies – Concentration: Society & Community Engagement
University of Louisiana At Monroe