Tiara Hardesty
Port Richey
Summary
Dynamic customer service professional with a proven track record at Duke Energy, excelling in customer relations and quality assurance. Skilled in analytical thinking and CRM software, I have led teams to enhance productivity and improve first-call resolution rates, fostering a culture of innovation and collaboration.
Overview
9
9
years of professional experience
Work History
Senior Specialist
Duke Energy, CSR
02.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Assisted in managing customer accounts, ensuring accurate information and timely updates.
- Utilized CRM software to track customer interactions and enhance service quality.
- Assisted customers with inquiries and product issues via phone, email, and chat.
- Resolved customer complaints efficiently, ensuring a positive experience.
- Maintained up-to-date knowledge of products and services to assist clients effectively.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
Subject Matter Expert
Intouchcx
04.2021 - 01.2024
- Collaborated with cross-functional teams to implement process improvements.
- Led team of customer service representatives, ensuring high-quality support and timely resolution of inquiries.
- Mentored staff on best practices in customer engagement, resulting in increased team cohesion and productivity.
Supervisor
Dial America
11.2018 - 04.2021
- Supervised daily operations to ensure adherence to company policies and quality standards.
- Trained and mentored new staff on best practices and operational procedures.
- Implemented workflow improvements that enhanced team productivity and efficiency.
- Coordinated scheduling to optimize resource allocation and minimize downtime.
Sales Agent
Dial America
04.2017 - 11.2018
- Developed comprehensive product knowledge to effectively address customer inquiries and provide tailored solutions.
- Executed sales strategies to achieve individual targets while contributing to team objectives.
- Utilized CRM systems to document interactions, track leads, and manage customer relationships efficiently.
- Mentored junior agents in best practices for effective communication and closing techniques.
Education
High School Diploma -
Palmetto High School
Palmetto, FLBachelor of Science - Psychology
Keiser University
New Port Richey, FL06-2028
Skills
- Innovation management
- Analytical thinking
- Documentation management
- Customer relations
- Technical communication
- Quality assurance
- Management collaboration
- Proficient in [software]
- Team collaboration
- Coaching and mentoring
Timeline
Senior Specialist
Duke Energy, CSR
02.2024 - Current
Subject Matter Expert
Intouchcx
04.2021 - 01.2024
Supervisor
Dial America
11.2018 - 04.2021
Sales Agent
Dial America
04.2017 - 11.2018
High School Diploma -
Palmetto High School
Bachelor of Science - Psychology
Keiser University