Tia Hilton
Tampa,FL
Summary
Enthusiastic professional with 14+ years experience in customer service and sales. Well versed in communication skills, efficient in multi-tasking, while providing an excellent customer experience and resolution to appease the client. Seeking a position that allows me to demonstrate my expertise in problem solving, while promoting business.
Overview
14
14
years of professional experience
Work History
Coordinator Management Support
Verizon
Tampa, FL
06.2017 - 10.2023
- Assist and educate customer service representatives on best practices and protocols to maintain optimal customer satisfaction.
- Call monitoring and coordinated with other supervisors, combining group efforts to achieve goals.
- Assume customer escalation calls at customers request for supervisor, to facilitate a quick resolution, negotiate an offer or explain policy.
- Resolved customer complaints in a timely manner while upholding company goal of 93% or above success in customer satisfaction, to avoid repeat calls.
Customer Service Advocate
Verizon
Hanover, MD
05.2009 - 06.2017
- Greeted and assisted customers with inquiries regarding billing, products, promotional offers and service issues.
- Meet or exceed 95% business goal to maintain and increase customer satisfaction.
- Establish a relationship with the customer providing a great experience and build trust in the business, while resolving concerns.
- Maintained records of customer interactions and transactions.
- Represent the business brand and promote products and services.
Education
Business Management
Strayer University
online05-2025
Skills
- Customer Service Expert
- Verbal Communication
- Problem-solving
- Multitasking
- Escalation Management
- Computer Proficiency
- Consultative Sales
- Inbound and Outbound Calling
- CRM Software
Timeline
Coordinator Management Support
Verizon
06.2017 - 10.2023
Customer Service Advocate
Verizon
05.2009 - 06.2017
Business Management
Strayer University
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