Tessa Anderson
Deerfield Beach,FL
Summary
Dynamic and results-oriented Customer Experience Manager with a proven track record in enhancing client relations and implementing effective de-escalation techniques. Known for natural leadership abilities and a strong commitment to improving customer satisfaction. Seeking to leverage expertise in customer relations and leadership to grow within the customer admissions coordination department, aiming to contribute to streamlined processes and exceptional customer service experiences.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Spartan Investment Group
06.2022 - Current
- Utilize telephone, online chat, and email platforms to deliver outstanding customer service to our self storage customers.
- Document customer interactions in internal database to maintain customer service history details.
- Increase employee retention through effective training and mentorship programs.
- Respond to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintain extensive knowledge of company products to recommend items aligned with customer needs.
- Manage reservations, move-ins, and move-outs efficiently, making sure all transactions are smooth and hassle-free.
- Maintain accurate and up-to-date records of all customer interactions, billing information, and storage unit occupancy.
- Process payments and follow up on overdue accounts, ensuring financial accuracy and integrity.
- Collaborate with the regional management team to implement feedback-driven enhancements to our services and facilities.
- Address and resolve any customer complaints or issues in a timely and effective manner, always aiming for a positive resolution that meets the needs of both the company and the customer.
- Recommend suitable storage solutions and additional services such as tenant insurance, based on customer needs, leading to increased revenue.
- Assist in onboarding and training new team members, sharing expertise and ensuring they're well-equipped to maintain our high standards of customer service.
- Collaborate closely with the team to share insights, streamline operations, and consistently elevate the customer experience.
Manager of Admissions
We Level Up
10.2021 - 06.2022
- Generated new resident and patient admissions by sourcing, opening, and maintaining accounts and relationships with insurers, community organizations, and hospitals.
- Answered challenging enrollment questions and interviewed potential patients in person and by phone before potential acceptance.
- Reviewed patient medical records for accuracy, timeliness, and completeness.
- Ensured smooth transition is achieved, and that all paperwork is complete upon admission.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised multiple Admission’s Coordinators.
Customer Service Dispatcher
Cardinal Van Lines
01.2020 - 01.2021
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of multiple moving company fleet vehicles.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Customer Service and Verification Associate
American Health Professionals
01.2018 - 01.2020
- Assisted members with their health insurance needs/questions including what benefits are included and how to utilize those benefits.
- Responded to customer requests for products, services and company information.
- Recorded account information to open new customer accounts.
- Updated account information to maintain customer records.
Education
High School Diploma -
Naples High School
Skills
- Complaint Resolution
- Cross-Functional Collaboration
- Exceptional Telephone Etiquette
- Skilled Trainer
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Exceptional with De-escalations
Timeline
Customer Experience Manager
Spartan Investment Group
06.2022 - Current
Manager of Admissions
We Level Up
10.2021 - 06.2022
Customer Service Dispatcher
Cardinal Van Lines
01.2020 - 01.2021
Customer Service and Verification Associate
American Health Professionals
01.2018 - 01.2020
High School Diploma -
Naples High School
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