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
2016.10 - 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
2016.03 - 2016.10
- 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
2014.04 - 2016.03
- 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
2011.09 - 2013.09
- 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
2016.10 - Current
Food Service Worker
Barista, Starbucks
2016.03 - 2016.10
Barista
Starbucks
2014.04 - 2016.03
Customer Service/Technical Support
Xerox Corporation/GM Legal
2011.09 - 2013.09
Some College (No Degree) -
Eastern Washington University
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