Tasnique jones
Greensboro,NC
Summary
Customer service professional committed to excellence and results. Extensive background in managing high-performing teams and driving customer satisfaction. Known for collaborative leadership and adaptability in dynamic environments. Proficient in conflict resolution and process improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
ADP
04.2023 - 10.2024
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Claims Processing Specialist
Accenture
05.2021 - 04.2023
- Contributed to departmental goals by consistently meeting or exceeding individual performance metrics for both quality and quantity of processed claims.
- Established strong working relationships with healthcare providers, fostering better collaboration during the claims process.
- Assisted in the development of standard operating procedures to maintain consistent practices across the team.
- Developed strong rapport among clients by addressing their concerns promptly, which ultimately resulted in higher client retention rates.
Lead Customer Service Representative
Bank of America
01.2019 - 03.2021
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Education
Bachelor of Science - Management
Virginia State University
Petersburg, VASkills
- Customer service
- Data entry proficiency
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Product knowledge
- Claims review
- Claims processing
- Transactions reconciliation
- Claims analysis
Timeline
Customer Service Team Lead
ADP
04.2023 - 10.2024
Claims Processing Specialist
Accenture
05.2021 - 04.2023
Lead Customer Service Representative
Bank of America
01.2019 - 03.2021
Bachelor of Science - Management
Virginia State University
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