Tika Clarke
Dallas,GA
Summary
Human Resource Paraprofessional with 15+ years of experience promoting operational excellence in the education, customer service and communication technology industries. Aspiring Human Resource Business Partner with acquired competencies in human resource administration, case management, customer service, and crisis intervention. Versatile self-starter with the willingness to learn business processes while demonstrating excellent communication and prioritization skills to multi-task, solve problems, and work under pressure. Attentive listener commended for exemplifying a positive attitude, leadership, empathy, accountability, and emotional intelligence to attain key metrics.
Overview
7
7
years of professional experience
Work History
Insight and Marketing Team Member
VERIZON WIRELESS
11.2022 - Current
- Improve customer experience by facilitating chat support, performing troubleshooting services, and negotiating payment arrangements
- Increase company sales by devising cost-effective solutions to mitigate disconnections and revenue loss
- Integrate continuous improvement strategies to multi-task, work independently, resolve conflicts, secure confidentiality of sensitive information, and optimize productivity in a fast-paced environment, exemplifying organizational skills
- Furnish error-free documentation in addressing technical issues, account inquiries, or customer requests by capitalizing on verbal and written communication skills while exhibiting time management and analytical skills to enhance clients’ wireless experience
- Contribute creative input in conceptualizing compelling marketing campaigns and strategies to magnify company branding
- Accomplishments:
- Accentuated value proposition in augmenting extensive support for the first marketing pilot program, generating 5K+ new promotions, discounts, offers, and savings to boost customer engagement and expand the client base
- Consistently surpassed monthly goal performance as the top team performer for customer satisfaction and resolutions as well as top dollar per hour representative while serving as a member of the company employee resource groups (ERGs).
Homeschool Educator
SUCCESS UNLIMITED ACADEMY
08.2016 - Current
- Committed to expanding knowledge in workers compensation, FMLA policies, employment laws, claim administration, agile methodologies, and other required competencies to effectively perform leave specialist or claims specialist roles., Enhance students’ academic performance through systematized instructional delivery, material development, and assessment
- Promote optimal learning by utilizing the latest educational models to devise plans and execute high-quality instruction
- Facilitate engaging, individualized instruction with corresponding creative materials in various home settings
- Develop level-appropriate assessment tools to gauge skill mastery and design proactive interventions when necessary
- Maintain open communication with parents to cascade feedback, achievements, and improvement opportunities.
- Adapted teaching methods and lesson plans to changing student needs.
- Researched and chose appropriate curriculum to meet children's abilities and grade levels.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Boosted cultural awareness by incorporating children's literature from world cultures.
Wireless Customer Support Agent
VERIZON WIRELESS
12.2021 - 11.2022
- Delivered exceptional customer service through effective product positioning, technical support, and proactive problem resolution
- Navigated internal systems, including online reporting trackers, to ensure accurate documentation of customer interactions, encompassing inquiries, complaints, or comments, while conducting consistent follow-up on issue resolution.
Education
Bachelor of Science - Psychology, Sociology
UNIVERSITY OF WEST GEORGIA
2023
Associate of Arts - Psychology
LIBERTY UNIVERSITY
2014
Skills
- Documentation & Reporting
- Diversity & Inclusion Mechanisms
- Case Management
- Workflow Coordination
- Stellar Customer Service
- Employee Engagement
- Client Relations
- Coaching & Mentoring
- Leadership & Collaboration
- Persuasive Negotiation
- Communication & Interpersonal Skills
- TECHNICAL SKILLS
- Adobe Windows Slack Zoom Skype Social Media (Facebook, Instagram, Twitter) Microsoft Office Suite PeopleSoft(Word, Excel, PowerPoint)
- Data Analytics
- Talent Review
- Organizational Systems
- Advising on Strategies
Accomplishments
Spotlight Award 12/2022- Quality Process Improvement
Spotlight Award 1/2023- Collaboration and Teamwork
Spotlight Award 5/2023- Customer Excellence
Additional Information
- continued streamlined communication with clients to assess needs, heighten awareness of products or services, cancel accounts, address complaints, cascade claim investigation results, and negotiate payment or billing arrangements. Ascertained policy compliance in evaluating complaints and offering client-centric solutions, including refunds, merchandise exchange, or bill adjustments, while referring unresolved grievances to designated departments for further investigation. Incorporated best practices in training, coaching, and mentoring new customer service personnel to make or receive customer calls, research customer accounts, analyze issues, as well as independently resolve concerns.
Timeline
Insight and Marketing Team Member
VERIZON WIRELESS
11.2022 - Current
Wireless Customer Support Agent
VERIZON WIRELESS
12.2021 - 11.2022
Homeschool Educator
SUCCESS UNLIMITED ACADEMY
08.2016 - Current
Bachelor of Science - Psychology, Sociology
UNIVERSITY OF WEST GEORGIA
Associate of Arts - Psychology
LIBERTY UNIVERSITY
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