Tina Anderson
Caroga Lake
Overview
35
35
years of professional experience
Work History
Customer Service/Escalations Team Lead
Frontier Communications
Johnstown
02.2024 - 04.2025
- Collaborated with cross-functional teams to resolve customer issues promptly.
- Monitored team performance and provided constructive feedback regularly.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Ensured compliance with industry standards and regulations.
- Offered training and support to keep team members motivated and working toward objectives.
- Established clear team goals aligned with company objectives, tracking progress regularly.
Retention Specialist
Frontier Communications
Johnstown
06.2018 - 02.2024
- Analyzed customer feedback to identify areas for improvement and service enhancement.
- Collaborated with cross-functional teams to resolve customer issues efficiently.
- Conducted regular follow-ups with customers to ensure ongoing support and engagement.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Explained new products and services to customers.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
Customer Service Sales Representative
Frontier Communications
Johnstown
09.2000 - 06.2018
- Assisted customers with inquiries regarding services and billing issues.
- Educated customers on new products and service features for better understanding.
- Conducted follow-up calls to confirm issue resolution and customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained knowledge of current promotions and product offerings.
- Suggested additional products or services that may benefit the customer's needs.
Customer Service Representative
Grandoe Glove Corporation
Gloversville
04.1995 - 09.2000
- Collaborated with sales representatives to ensure accurate inventory for order fulfillment.
- Entered orders into the system for efficient processing and tracking.
- Handled customer inquiries regarding orders and processed returns promptly.
Customer Service Representative
Buddy L Enterprises
Mayfield
05.1990 - 04.1995
- Executed data entry for sales orders with precision and accuracy.
- Facilitated daily communication with sales representatives regarding inventory levels and order statuses.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Gloversville High School
Gloversville, NY06-1987
Skills
- Customer service and support
- Team leadership and delegation
- Conflict resolution and issue management
- Process improvement strategies
- Goal setting and performance monitoring
- Effective communication skills
- Problem solving and analytical thinking
- Time management and prioritization
- Positive reinforcement techniques
- Attention to detail in operations
- Daily activity oversight
- Call center management
Accomplishments
While working in the position of Customer Service Sales Representative i continuously accomplished all monthly goals set for sales and retention. I was awarded the 2007 MVP award for outstanding achievement.
References
References available upon request.
Timeline
Customer Service/Escalations Team Lead
Frontier Communications
02.2024 - 04.2025
Retention Specialist
Frontier Communications
06.2018 - 02.2024
Customer Service Sales Representative
Frontier Communications
09.2000 - 06.2018
Customer Service Representative
Grandoe Glove Corporation
04.1995 - 09.2000
Customer Service Representative
Buddy L Enterprises
05.1990 - 04.1995
High School Diploma -
Gloversville High School
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