Tiara Wesley
New Haven,CT
Summary
Multifaceted Lead Customer Service Representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Specialist
Amalgamated Life Insurance
02.2021 - Current
- Address various customer questions and concerns regarding claim status/billing, Healthcare benefits, retirement inquiries and all client needs.
- Train, oversee, and mentor new team members to strengthen performance and job expertise.
- Respond to customer requests via phone or email, offering excellent support and tailored recommendations.
- Cross-train and assist other customer service managers.
Call Center Customer Service Representative
T-Mobile
01.2019 - 01.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management and order calls.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Described product highlights and benefits to help guide purchasing decisions.
School Safety Agent
Mount Vernon City School District
05.2017 - 01.2019
- Patrolled and monitored hallways, stairwells, toilet facilities, outside facilities, other public and unsupervised places of the school to ensure safety.
- Assisted with supervision in the breakfast, lunch periods and morning arrival/afternoon dismissal of students.
- Assisted the professional staff, police, and emergency personnel in handling emergencies or disruptive situations.
- Removed disruptive students from classes when needed.
- Assisted visitors with directions and secured proper identification.
- Kept building log accurate of all safety conditions.
Sales Associate (Part Time)
Lord & Taylor
05.2017 - 06.2019
- Consistently greets customers and educates them on current promotions
- Completes the markdown process timely, with accuracy, and according to company standards
- Signs merchandise accurately according to directive and current promotions
- Efficiently and accurately processes sales transactions using the POS register system and adheres to checkout standards
- Recommends, selects, and help locate or obtain merchandise based on customer needs and desires
- Assists customers in fitting room to ensure proper sizing
- Participates in the ongoing maintenance of the selling floor and fitting rooms, including re-sizing of fixtures, putting go-backs away, executing markdowns, and signing fixtures and windows where needed
- Engages customers and ensures stores daily, weekly and monthly goals are met with email capture and loyalty program participation
- Maintains the proper display of goods in the store, ensuring they comply with brand standards.
Security Officer
Berkeley College
03.2014 - 01.2017
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Patrolled internal building spaces and facility grounds to identify and deter threats.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Monitored CCTV cameras and alarm systems for security breaches.
Education
High School Diploma -
M.L.K The High School of Arts And Technology
New York, NY06.2010
Skills
- Administrative Support
- CRM Software
- Document and Records Management
- Call Center Operations
- Interpersonal Skills
Timeline
Lead Customer Service Specialist
Amalgamated Life Insurance
02.2021 - Current
Call Center Customer Service Representative
T-Mobile
01.2019 - 01.2021
School Safety Agent
Mount Vernon City School District
05.2017 - 01.2019
Sales Associate (Part Time)
Lord & Taylor
05.2017 - 06.2019
Security Officer
Berkeley College
03.2014 - 01.2017
High School Diploma -
M.L.K The High School of Arts And Technology
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