Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tina Whitmer

Clintonville,PA

Summary

Dynamic customer service professional with a proven track record at Liberty Mutual, USIS,United Healthcare,and Radio Shack, excelling in problem-solving and teamwork. Recognized for enhancing customer satisfaction through effective communication and attention to detail. Adept at multitasking and maintaining composure under pressure, consistently achieving high performance metrics while fostering positive relationships with clients.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Liberty Mutual
09.2015 - 06.2017
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
  • Collaborated with team members to streamline service processes and reduce response times.
  • Trained new representatives on company policies and customer service protocols, fostering a knowledgeable team.
  • Managed high-volume calls while ensuring adherence to quality standards and best practices.

Data Entry Clerk

USIS
07.2012 - 08.2015
  • Processed high volumes of data entries with precision and attention to detail.
  • Implemented quality control measures to enhance data integrity across systems.
  • Resolved discrepancies in data entries through thorough investigation and analysis.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Created and maintained data entry logs to track data entry activities.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
  • Utilized advanced Excel functions to streamline data management tasks.
  • Maintained accurate records and ensured timely updates of databases.
  • Collaborated with team members to improve data entry workflows and efficiency.
  • Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.

Customer Care Representative

United Healthcare
09.2012 - 04.2013
  • Resolved customer inquiries through multiple communication channels, ensuring satisfaction and retention.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Implemented process improvements that streamlined workflows and reduced response times.
  • Collaborated with cross-functional teams to address complex customer issues effectively.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Developed and maintained comprehensive knowledge of products to provide accurate information to customers.
  • Trained new team members on best practices for customer interaction and issue resolution.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Administrator, Manager,Associate

RadioShack
06.1999 - 02.2012
  • Streamlined administrative processes to enhance operational efficiency and reduce turnaround time.
  • Managed scheduling and coordination of meetings, ensuring effective communication across departments.
  • Developed and maintained filing systems to improve document retrieval and information accessibility.
  • Implemented training programs for new staff, fostering a collaborative work environment.
  • Coordinated travel arrangements and logistics for staff, optimizing resource allocation and cost-effectiveness.
  • Led initiatives to upgrade office technology, enhancing productivity through improved tools and systems.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Maintained personnel records and updated internal databases to support document management.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Established an organized filing system that streamlined document retrieval and reduced misplaced files.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
  • Coordinated company events and meetings to foster teamwork and boost employee morale.
  • Reduced overhead costs through careful budget management and resource allocation.
  • Managed scheduling for executive staff to ensure optimal time management and productivity.
  • Facilitated communication between departments, ensuring smooth operation and timely completion of projects.
  • Improved team productivity with introduction of shared online calendar for tracking deadlines and appointments.
  • Orchestrated relocation of office, ensuring smooth transition with minimal operational downtime.
  • Streamlined office operations by implementing new filing system, significantly reducing retrieval times.
  • Enhanced employee onboarding process, improving new hire satisfaction and reducing time to productivity.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Education

High School Diploma -

Meadville Area Senior High
Meadville, PA
06-1982

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Customer service
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Calm under pressure
  • Active listening

Certification

  • Certified Recovery Specialist
  • Certified Family Recovery Specialist

Timeline

Customer Service Representative

Liberty Mutual
09.2015 - 06.2017

Customer Care Representative

United Healthcare
09.2012 - 04.2013

Data Entry Clerk

USIS
07.2012 - 08.2015

Administrator, Manager,Associate

RadioShack
06.1999 - 02.2012

High School Diploma -

Meadville Area Senior High

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