Tiana Burns
Federal Way,Washington
Summary
Friendly and analytical Senior Call Center Representative with 10 years of experience handling technical and non-technical customer calls in large and small call center environments. Able to consistently exceed expectations by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly.
Overview
12
12
years of professional experience
Work History
Claim Handler
State Farm Mutual Automobile Insurance Company
DuPont, WA
10.2016 - Current
- Reach company and personal goals by meeting or exceeding targets by proactive claim handling
- Collaborate with cross-functional teams to complete tasks, meeting state compliance
- Influenced a positive team environment where people want to interact by, being an available resource for questions
- Answering on average 10 a day
- Mediate escalations with customers to reduce customer retention with empathy
- Document and handle 40+ calls per day following up on new and existing customers meeting productivity levels
- Consult with clients at each step of the process to develop a mutual understanding of procedure
Food Service Worker
Barista, Starbucks
Tacoma, WA
03.2016 - 10.2016
- Ensured 100% customer satisfaction with friendly service throughout customers’ dining experiences
- Organized orders and restocked shelves maintaining consistent availability of product
- Supervised 1 to 2 new hires in training stages by multitasking to maintain service level objective
- Confidently resolved customer complaints to customer satisfaction that resulted in customer retention and higher sales
Barista
Starbucks
Federal, WA
04.2014 - 03.2016
- Addressed 20 to 30 customers inquiries though researching details, ensuring customers’ needs were met
- Delivered outstanding customer experience to all customers by using a professional customer first-attitude
- Used sales techniques to display and encourage seasonal promotions drawing in new/old customers
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
Customer Service/Technical Support
Xerox Corporation/GM Legal
Federal, WA
09.2011 - 09.2013
- Authenticated customer information on a database to ensure accuracy and to minimize fraud
- Adapted to new weekly procedure changes making visual reminders improving personal and team performance
- Helped test a new department within the company to improve daily service availability for customers
- Supported customers with online billing, access and account issues.
Education
Some College (No Degree) -
Eastern Washington University
Skills
- Time management
- Data management
- Working collaboratively
- Computer skills
- Customer service
- Friendly, positive attitude
- Communication
- Product Launch
- Retail Marketing
- Call Center Operations
- Technical Troubleshooting
Timeline
Claim Handler
State Farm Mutual Automobile Insurance Company
10.2016 - Current
Food Service Worker
Barista, Starbucks
03.2016 - 10.2016
Barista
Starbucks
04.2014 - 03.2016
Customer Service/Technical Support
Xerox Corporation/GM Legal
09.2011 - 09.2013
Some College (No Degree) -
Eastern Washington University
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