Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
THERESA TOLLIVER

THERESA TOLLIVER

STOCKBRIDGE,GA

Summary

Dynamic and results-oriented professional with extensive experience in customer service roles, notably with Teleperformance USA. Excelled in problem-solving and active listening, significantly enhancing customer satisfaction and loyalty. Proficient in Microsoft Excel and adept at turning challenging situations into positive outcomes, demonstrating a remarkable ability to improve resolution times and client relations.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Representative

United State Postal Service
08.2019 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Improved resolution time with effective problem-solving for customer complaints.

Customer Support Specialist

Teleperformance USA
12.2016 - 06.2019
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.

Customer Service Representative - Retention

AT&T
02.2010 - 02.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

No Degree - Accounting

Atlanta Technical College
Atlanta, GA
06.2025

Skills

  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Computer Proficiency
  • Microsoft Excel
  • Microsoft Outlook
  • Payment Processing
  • Live chat support
  • Scheduling
  • Data Collection
  • Technical Support
  • Clerical Support

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Certification

  • Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
  • LiveChat Expert LiveChat, Inc.
  • Home Health Aide (HHA) Certification

Timeline

Customer Service Representative

United State Postal Service
08.2019 - Current

Customer Support Specialist

Teleperformance USA
12.2016 - 06.2019

Customer Service Representative - Retention

AT&T
02.2010 - 02.2016

No Degree - Accounting

Atlanta Technical College

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THERESA TOLLIVER