TATIANA COOKS
Tallahassee
Overview
6
6
years of professional experience
Work History
Customer Management Representative
Mercedez Benz (Teleperformance)
06.2023 - 03.2024
- Provided excellent customer service and technical support as a Mac specialist for two years
- Demonstrated expertise in troubleshooting and repairing Mac hardware and software issues
- Assisted customers with software installations and upgrades on Mac computers
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Investigated customer complaints to identify cause of malfunctions.
- Resolved complex automotive problems through thorough diagnosis and effective communication with repair teams.
ACCOUNTANT
PTE Systems Inc.
03.2023 - 06.2023
- Managed financial reporting and accounting processes for a large corporation
- Handled day-to-day accounting processes to drive financial accuracy.
- Gathered financial information, prepared documents, and closed books.
- Enhanced financial accuracy by meticulously tracking construction project costs and budgets.
- Collaborated with project managers to develop accurate job costing estimates, contributing to successful bids on new contracts.
Customer Service Representative
Concentrix
12.2022 - 03.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
CUSTOMER MANAGEMENT REPRESENTATIVE
Progressive
05.2022 - 11.2022
- Company Overview: a role within the Progressive Insurance company
- Focusing on the claims handling aspect of auto insurance, where the employee investigates accidents, determines coverage and liability, and works directly with customers to resolve their claims after a car accident, often involving tasks like assessing damage, contacting repair shops, and managing payouts
- A role within the Progressive Insurance company
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Ensured compliance with state-specific regulations governing commercial auto insurance policies during all underwriting decisions.
- Educated clients on available auto insurance products, empowering them to make informed decisions regarding their coverage options.
- Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
- Collaborated closely with fraud investigators to detect potential fraudulent activities related to auto insurance claims.
Tech Support
Kelly Connect (Apple)
11.2020 - 03.2022
- Collaborated with cross-functional teams to drive customer success and retention
- Developed and implemented customer engagement strategies to increase satisfaction levels
- Resolved hardware and software issues for improved device performance and functionality.
- Managed warranty claims, liaising between customers and manufacturers for prompt resolutions.
- Provided exceptional customer service, building rapport with clients to ensure a positive experience.
- Enhanced customer satisfaction by providing timely and efficient technical support for Apple products.
- Educated customers on product features, usage, and maintenance for better user experience.
- Conducted diagnostic tests to identify and address technical problems accurately and efficiently.
- Provided technical support to clients, resolving issues remotely or escalating as necessary.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
DAYCARE TEACHER
Moorehouse Academy
08.2019 - 11.2020
- Implemented progress monitoring systems to track individual student growth, enabling targeted support and interventions as needed.
- Developed positive relationships with parents, resulting in increased parental involvement and support for their child''s education.
- Provided a safe and nurturing environment for students, fostering a sense of belonging and promoting social-emotional development.
- Enhanced student comprehension by incorporating visual aids and hands-on activities into daily lessons.
- .Adapted teaching methods to accommodate diverse learning styles while maintaining consistent academic standards throughout the classroom.
- Utilized data-driven instruction to differentiate lesson plans, addressing diverse learning needs within the classroom.
- .Regularly assessed students using formative assessment tools to inform future instruction based on individual strengths and areas of improvement.
- Actively encouraged children to develop their communication, problem-solving and social skills.
RETAIL ASSOCIATE
Pink
09.2018 - 01.2019
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
- Managed inventory effectively, ensuring proper stock levels and timely replenishment of merchandise.
- Assisted customers with locating specific items in the store or suggesting alternative options based on their preferences.
- Collaborated with team members to achieve daily sales goals and exceed performance targets.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
- Contributed to visual merchandising efforts, creating eye-catching displays that showcased featured products effectively.
- Developed strong rapport with customers through active engagement and attentive listening, fostering loyalty and repeat business.
RETAIL ASSOCIATE
Walmart Associate
03.2018 - 01.2019
- Assisted customers in finding products, providing excellent customer service and ensuring satisfaction
- Stocked and organized merchandise on sales floor, maintaining neat and visually appealing displays
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Coordinated with stock team to expedite restocking of high-demand items.
- Managed inventory to prevent stock shortages, ordering new items as necessary.
Education
HIGH SCHOOL DIPLOMA/GED -
ONLINE GED SCHOOL
MIAMI, NORTHWESTERNAssociate Of Arts - Criminal Justice
Broward College
Fort Lauderdale, FL12.2024
Skills
- Call center experience
- CRM software expertise
- Technical aptitude
- Exceptional interpersonal communication
- Customer service
- Account management
Timeline
Customer Management Representative
Mercedez Benz (Teleperformance)
06.2023 - 03.2024
ACCOUNTANT
PTE Systems Inc.
03.2023 - 06.2023
Customer Service Representative
Concentrix
12.2022 - 03.2023
CUSTOMER MANAGEMENT REPRESENTATIVE
Progressive
05.2022 - 11.2022
Tech Support
Kelly Connect (Apple)
11.2020 - 03.2022
DAYCARE TEACHER
Moorehouse Academy
08.2019 - 11.2020
RETAIL ASSOCIATE
Pink
09.2018 - 01.2019
RETAIL ASSOCIATE
Walmart Associate
03.2018 - 01.2019
HIGH SCHOOL DIPLOMA/GED -
ONLINE GED SCHOOL
Associate Of Arts - Criminal Justice
Broward College
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