Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Tia Haskins

Biloxi,MS

Summary

Dynamic customer support professional with a proven track record at LegalZoom, achieving a 95% resolution rate for escalated issues. Skilled in technical support and issue resolution, I excel in collaborating with cross-functional teams to drive innovative solutions while fostering a customer-centric culture. Passionate about enhancing customer experiences and operational excellence.

Overview

5
5
years of professional experience

Work History

SR Support

LegalZoom
11.2022 - Current
  • Achieved a 95% resolution rate for escalated issues by investigating and resolving complex customer complaints, significantly reducing customer churn and improving retention
  • Collaborated with product and engineering teams to translate customer and business needs into innovative solutions, managing expectations seamlessly
  • Demonstrated reliability in surpassing key performance indicators (KPIs) and consistently meeting or exceeding daily service level agreements (SLAs), ensuring continuous operational excellence and client satisfaction
  • Efficiently managed and resolved inquiries from over 50 customer calls daily, demonstrating exceptional multitasking skills and maintaining high-quality service standards

Premier SR Support

Rhino
04.2022 - 12.2022
  • Collaborated with Product and Engineering teams to communicate quantitative and qualitative research, identifying product opportunities
  • Investigated complex issues and provided technical support to customers via phone, email, and chat, addressing inquiries and resolving software-related issues
  • Documented call transactions and methodologies used to diagnose and resolve customer issues within the appropriate CRM tool
  • Worked closely with the payments platform team to optimize the customer payment experience and drive revenue, analyzing fraud and chargeback processes to improve payment processing success rates
  • Efficiently manage and resolve customer concerns regarding insurance enrollment, billing issues by guiding application processes, clarifying plan and billing details, processing payments, assisting with claims, and handling policy modifications

SR Escalation/Customer Success Supervisor

Chewy
07.2020 - 05.2022
  • Analyzed customer needs using effective probing techniques, uncovering root causes and negotiating win-win resolutions, achieving a 90% one-call resolution rate and reducing escalations
  • Handle calls that require a higher level of expertise or authority, often dealing with more challenging or sensitive customer issues
  • Investigate and analyze the root causes of problems to provide effective and lasting solutions
  • Drove high customer experience standards, fostering a customer-oriented culture and industry-leading engagement through sales training and product knowledge
  • Communicate empathetically and professionally with customers to understand their concerns and assure them that their issues are being addressed with priority
  • Work closely with other departments, such as logistics, operations, or product teams, to facilitate a swift resolution to the customer's issues
  • Assist in training and mentoring other customer service representatives to handle issues more effectively, potentially reducing the number of escalated calls

Education

Associate of Arts - Business Management

College of Southern Nevada
Henderson, NV
01.2018

Skills

  • Technical support
  • Issue resolution
  • Customer interaction
  • CRM documentation
  • Product collaboration
  • Payment processing

Websites

Timeline

SR Support

LegalZoom
11.2022 - Current

Premier SR Support

Rhino
04.2022 - 12.2022

SR Escalation/Customer Success Supervisor

Chewy
07.2020 - 05.2022

Associate of Arts - Business Management

College of Southern Nevada

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Tia Haskins