TAWONDA HEMPHILL
SGS Consulting
McDonough,GA
16
years of professional experience
Customer Support and Case Management professional with 8 years of experience in financial services, automotive, mortgage, insurance, and benefits industries. Delivers effective solutions through phone, email, chat, and written correspondence, resolving complex issues and managing high-volume inquiries. Excels in researching discrepancies, performing data entry, and maintaining customer records while ensuring productivity and quality in remote environments.
Work History
Customer Service Representative, Loss Draft Department
8 Months- Assisted homeowners with insurance claim and loss draft inquiries, delivering compassionate and solutions-focused customer service.
- Provide phone and written support by answering customer questions regarding claim status, required documentation, billing-related concerns, and next steps.
- Resolved customer complaints and concerns by researching account information and implementing appropriate solutions.
- Research complex account issues and collaborate with internal departments to ensure timely and effective issue resolution.
- Manage multiple customer inquiries and work queues while maintaining accuracy, productivity, and service level expectations.
- Managed multiple customer inquiries and work queues, ensuring accuracy and adherence to service level expectations.
- Assurant - Freedom Mortgage
Tier 2 Escalation Case Manager
8 Months- Managed complex Tier 2 escalated customer cases, including warranty claims, vehicle concerns, buyback requests, and executive-level complaints, ensuring comprehensive resolutions.
- Resolved sensitive customer issues through phone, email, and written communication, exemplifying empathy and professionalism to enhance customer trust.
- Investigated customer complaints, researched case details, and coordinated with dealerships, regional managers, and internal departments to reach appropriate resolutions.
- Provided timely customer updates, explained case decisions, and communicated resolution options and next steps.
- Maintained accurate case notes, customer information, and documentation within internal systems.
- Recommended goodwill assistance and alternative solutions to enhance customer satisfaction and improve retention rates.
- Mazda USA
Benefits Specialist
10 Months- Assisted members with benefits enrollment, eligibility, coverage, and account-related questions, enhancing their understanding and satisfaction with available options.
- Responded to customer inquiries with clear explanations and written communication regarding benefits and enrollment options, improving overall customer experience.
- Guided customers through health and retirement benefit processes while ensuring accurate information and a positive experience.
- Guided customers through health and retirement benefit processes, ensuring accurate information and fostering a positive experience.
- Managed multiple customer inquiries while maintaining productivity, accuracy, confidentiality, and service level expectations.
- Performed data entry and maintained detailed customer records, case notes, and enrollment documentation within CRM systems.
- Alight Solutions
Claims Specialist / Escalation Team Member
2 Years 5 Months- Managed escalated customer claims from initial investigation through resolution, ensuring timely follow-up and quality customer service.
- Resolved customer complaints, account concerns, and billing-related questions through thorough research and tailored solutions.
- Responded to customer complaints, account concerns, and billing-related questions by researching account information and identifying appropriate solutions.
- Provided phone and written support to explain claim status, required documentation, investigation findings, and next steps.
- Collaborated with internal departments to investigate complex issues and facilitate timely resolutions.
- Coordinated with internal departments to investigate complex issues and expedite timely resolutions.
- Achieved performance, productivity, and quality metrics while ensuring compliance with company policies.
- Bank of America
Customer Service Representative
7 Months- Delivered customer support through phone, email, and chat channels in a fast-paced remote environment.
- Resolved customer inquiries and complaints, providing assistance with account-related questions and service issues to enhance customer satisfaction.
- Managed multiple customer interactions while maintaining professionalism and timely responses.
- Handled multiple customer interactions, ensuring professionalism and timely responses to improve overall service quality.
- Performed accurate data entry and organized customer records, facilitating efficient access to interaction documentation.
Shipping and Receiving Clerk / Inventory Control
1 Year 3 Months- Coordinated shipping and receiving operations, resolving inventory discrepancies and documentation issues to ensure accurate stock levels.
- Performed data entry, maintaining accurate inventory records, shipping documentation, and operational reports to support seamless operations.
- Collaborated with internal departments to address concerns, enhancing workflow efficiency and communication.
- Processed high-volume transactions while maintaining accuracy, organization, and attention to detail.
Distribution Clerk
2 Years 10 Months- Prepared reports and maintained accurate distribution records to support operational efficiency.
- Managed administrative tasks and prioritized daily workloads, consistently meeting productivity goals.
- Reviewed documentation for accuracy, ensuring compliance with company procedures and quality standards.
Customer Service Representative
2 Years 2 Months- Provided customer service by phone and assisted customers with account questions, billing concerns, and service-related issues.
- Resolved customer complaints by researching account information and delivering tailored solutions.
- Engaged with customers professionally, utilizing patience, active listening, and problem-solving skills to enhance service experience.
- Escalated complex issues appropriately while maintaining customer satisfaction and service quality.
- Escalated complex issues effectively, ensuring customer satisfaction and upholding service quality standards.
- Consistently achieved performance and quality expectations.
Education
High School Diploma
Skills
Customer Support: Phone Support
Email Support
Chat Support
Customer Service
Complaint resolution
Billing Inquiries
Account Assistance
Customer Retention
Case Management
De-escalation
Communication: Written Communication
Professional communication
Active Listening
Customer follow-up
Verbal Communication
Problem Resolution
Administrative & Data Management: Data Entry
Account Documentation
Record Maintenance
Case Updates
Data Accuracy
Information verification
Operations & Workflow: Queue Management
Multitasking
Prioritization
Cross-functional collaboration
Time Management
Quality assurance
Process improvement
Technical Skills: Salesforce
Oracle
Microsoft Office 365
Outlook
Excel
ServiceNow
Cisco
Slack
CRM Systems
Remote Work Tools
Video Conferencing
Billing support support
Appointment management
Call handling
Product expertise
Appointment management
CRM management
De-escalation
Technical assistance
Quality assurance
Live chat support
Timeline
Customer Service Representative, Loss Draft Department
SGS Consulting
03.2026 - CurrentRead More
Tier 2 Escalation Case Manager
TTEC
07.2025 - 03.2026Read More
Benefits Specialist
Randstad
09.2024 - 07.2025Read More
Claims Specialist / Escalation Team Member
TTEC
07.2021 - 12.2023Read More
Customer Service Representative
Agent Assistance
02.2020 - 09.2020Read More
Shipping and Receiving Clerk / Inventory Control
GFA Logistics
11.2018 - 02.2020Read More
Distribution Clerk
Toys 'R' Us Distribution
03.2015 - 01.2018Read More
Customer Service Representative
Sutherland Global
02.2011 - 04.2013Read More
Troy High School
High School Diploma
Read More