Tatiana Stewart
Business Professional
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive eleven year experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Licensed Esthetician
SkinCraze
Jacksonville, FL
06.2021 - 06.2022
- Welcomed clients arriving for appointments.
- Fostered friendly, warm and exceptional customer experience.
- Notified supervisor of supply needs to maintain stock of necessary items.
- Performed over 20 facials, chemical peels and waxing procedures per week.
- Performed waxing, body wrap application and gentle exfoliation to improve overall skin condition.
- Assessed condition of clients' skin in order to make recommendations to improve skin quality.
- Designed post-treatment at-home care products.
- Performed consultations for patients before scheduling treatments.
- Sterilized equipment for patient treatments.
- Advised clients on proper home-care regimens.
Logistics Account Executive
Total Quality Logistics
Jacksonville, FL
01.2020 - 09.2020
- Handled daily customer service aspects, including maintaining positive and ongoing relationships with external customers and freight partners.
- Coordinated daily work strategies, following oral and written instructions to properly move and ship products.
- Maintained strong vendor connections, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns.
- Tracked shipments and trucks out on deliveries.
- Monitored market and negotiated rates based on trends.
- Processed payments and double checked orders.
- Entered shipping information into computer system and estimated freight and postal rates.
- Negotiated and arranged transport of goods with shipping or freight companies.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Reviewed account documentation for over 30 Client profiles, with 98% success rate of matching shippers with carriers for load hauling.
Universal Member Contact Specialist
Florida Blue
Jacksonville, FL
08.2016 - 08.2019
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Optimized customer support by establishing collaborative service environment.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Managed over 60 calls per day.
- Scored in top 5% of employees for elite scoring customer satisfaction rating.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Trained staff on operating procedures and company services.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Trained and mentored new personnel hired to fulfill various roles.
Quality Assurance Specialist
MSI
Jacksonville, FL
12.2015 - 08.2016
- Completing Quality Control/Quality Assurance audits for both Inspection and Seasonal files while maintaining at minimum 98% compliance rating.
- Assisting and suggesting improvements for existing procedures and processes..
- Maintained files for audits both departmentally and companywide.
- Access multiple systems, extract data and compile into cohesive documents and/or reports .
- Work closely with departments to ensure any shortcomings are improved expeditiously.
- Handled escalations timely to ensure clients are made aware of potential violations and/or damages.
- Maintained up-to-date knowledge of various changes effected by both clients and their investors.
- Kept inspection journals and daily summary logs as required.
Customer Service Sales Representative
Citibank
Jacksonville, FL
10.2013 - 07.2015
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Exceeded call monitoring expectations through accurate reporting and processing.
- Remained compliant and adhering to business and system requirements.
- Maximized business potential by providing excellent customer service and ensuring client retention.
- Provided one-call resolutions.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 100% of issues.
- Delivered superior customer service to retain existing customers and attract future customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Collections Specialist
GC Services
Jacksonville, FL
05.2013 - 10.2013
- Discussed options with delinquent clients in terms of proposed solutions or wage garnishments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Meeting or exceeding daily talk time (three hours minimum) and calls made (140 minimum).
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Used probing techniques to determine debtors' reasons for delinquency.
- Performed skip tracing to locate borrowers and collect on outstanding student debt.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Achieved performance goals on consistent basis.
Master Cashier
Krystal
Jacksonville, FL
05.2011 - 06.2012
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Educated customers on promotions to enhance sales.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Education
Board of Cosmetology - Esthiology
Aveda Institute
Jacksonville, FL06.2021
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FL06.2012
Skills
- Establishing and Maintaining Customer Relationships
- Understanding Customer Needs
- Proficiency in Microsoft Office and G Suite
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Excellent Attention to Detail
- Call Volume and Quality Metrics
- Strong Analytical and Problem Solving Skills
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Time Management
Timeline
Licensed Esthetician
SkinCraze
06.2021 - 06.2022
Logistics Account Executive
Total Quality Logistics
01.2020 - 09.2020
Universal Member Contact Specialist
Florida Blue
08.2016 - 08.2019
Quality Assurance Specialist
MSI
12.2015 - 08.2016
Customer Service Sales Representative
Citibank
10.2013 - 07.2015
Collections Specialist
GC Services
05.2013 - 10.2013
Master Cashier
Krystal
05.2011 - 06.2012
Board of Cosmetology - Esthiology
Aveda Institute
High School Diploma -
Samuel W. Wolfson High School
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