Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tatiana Gaines

Niagara Falls

Summary

Dynamic Customer Service Team Manager with a proven track record at TrueCut Insurance, excelling in team management and customer service excellence. Achieved a 92% retention rate by leveraging effective communication and data management skills to enhance client satisfaction and streamline operations. Committed to continuous improvement and fostering strong team performance.

Overview

11
11
years of professional experience

Work History

Customer Service Team Manager

TrueCut Insurance
Buffalo
08.2024 - Current
  • Led and managed multi-location customer service teams in Buffalo, NY, and Ohio, ensuring performance consistency and service excellence.
  • Resolved escalated calls and complex issues to enhance customer confidence and support.
  • Updated policy information, processed changes, and clarified renewals in accessible language.
  • Utilized EZLynx, Microsoft Teams, and Excel for efficient organization and operations.
  • Generated performance metric reports for review by senior management.
  • Identified automation opportunities within customer service processes to improve efficiency.
  • Reviewed daily, weekly, and monthly team performance reports against KPIs for continuous improvement.
  • Achieved and sustained a 92% monthly retention rate by focusing on client satisfaction, timely follow-ups, and personalized policy support.

Customer Service Administrator

The Finacial Guys
Williamsville
09.2022 - Current
  • Delivered exceptional customer service by explaining insurance products and recommending policy updates.
  • Guided sales processes to align solutions with customer needs and preferences.
  • Answered customer inquiries and resolved customer issues in a timely manner.
  • Researched customer accounts for billing discrepancies and provided accurate solutions.
  • Greeted customers and provided prompt, courteous service.
  • Investigated discrepancies between actual charges and expected premiums.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Utilized Microsoft Office, AMS, and Outlook applications to enhance productivity.

Special Education Teaching Assistant

Empower Children's Academy
Niagara Falls
01.2016 - Current
  • Assisted in creating a conducive classroom environment for 15 students.
  • Developed interactive lesson plans for emotionally impaired students.
  • Collaborated with special education teachers to ensure 100% compliance with IEP standards.
  • Oversaw the safety and well-being of a group of 12-15 students.

Specialized Sales Associate

Mosqito Joe
Townawanda
01.2022 - 09.2022
  • Revised and optimized travel itineraries based on factors such as weather conditions, client preferences, and attraction availability.
  • Welcomed and aided customers in making reservations and addressing inquiries, both face-to-face and via phone.
  • Managed employee scheduling, training, and supervision to ensure smooth day-to-day operations.
  • Utilized strong communication and negotiation skills to effectively address customer concerns and objections, ultimately closing sales transactions successfully.

Manager

Sweet life Restaurant
Townawanda
04.2021 - 12.2021
  • Managed store operations during day shifts, ensuring high levels of customer service.
  • Prepared food items before store opening, maintaining quality standards.
  • Supervised and supported employees as needed.
  • Provided excellent table service for varying group sizes.
  • Created bi-weekly schedules for 15 hourly employees.
  • Conducted follow-up calls or emails to ensure customer satisfaction and encourage repeat business, leading to a higher rate of customer retention.

Legal Secretary

Law Office of Kathleen Gaines
Niagara Falls
09.2014 - 04.2017
  • Maintained attorneys' calendars and communicated upcoming events, meetings, and deadlines.
  • Handled incoming and outgoing calls for the lawyer.
  • Prepared memos and copied supporting documents for attorneys and staff.
  • Organized travel arrangements for attorneys, including airfare, accommodations, and ground transportation.
  • Cultivated strong client relationships.

Education

High School -

Christian Academy of Western New York
Townawanda
12.2021

Special Education K-6 -

Niagara County Community College
04.2017

Skills

  • Team management
  • Effective communication
  • Coaching and mentoring
  • Customer service excellence
  • Data management
  • Multitasking Abilities
  • Self motivatied

Accomplishments

  • Real Estate license
  • Fluent in Ukrainian

Timeline

Customer Service Team Manager

TrueCut Insurance
08.2024 - Current

Customer Service Administrator

The Finacial Guys
09.2022 - Current

Specialized Sales Associate

Mosqito Joe
01.2022 - 09.2022

Manager

Sweet life Restaurant
04.2021 - 12.2021

Special Education Teaching Assistant

Empower Children's Academy
01.2016 - Current

Legal Secretary

Law Office of Kathleen Gaines
09.2014 - 04.2017

High School -

Christian Academy of Western New York

Special Education K-6 -

Niagara County Community College

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