Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tina Y. Madden

Missouri City,TX

Summary

Client & Customer Care Support and Resolution. Experienced in providing clients prompt and effective solutions via phone, email or chat. Works best in high volume, fast paced environment. Excellent leadership and professional etiquette. Proficient in critical thinking and teamwork. Superb listening and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

20
20
years of professional experience

Work History

Team Lead Customer Support Specialist

Conduent, Family & Health
11.2016 - 06.2018
  • Assisted clients with details of their individual healthcare plan and network coverage
  • Helped clients navigate the company website for physicians and facilities in network
  • Found best possible solutions in solving client problems
  • Delivered calm conflict resolution to frustrated clients
  • Focused on
  • Enhanced customer satisfaction by addressing and resolving technical issues in a timely manner.
  • Streamlined support processes for increased efficiency and improved response times.
  • Collaborated with cross-functional teams to develop and implement new support strategies.
  • Provided exceptional customer service, resulting in high levels of client retention and loyalty.

Call Center Team Lead

Getronics
01.1998 - 01.2006
  • Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Streamlined communication within the team by implementing clear guidelines and expectations for all agents.
  • Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.

Education

Bachelor of Science - Business Management

University of Phoenix
05.2005

Skills

  • Case Support
  • Software Support
  • Team Support
  • Support Services
  • Customer Accounts Management
  • Creative Issue Resolution
  • Resolve Technical Problems
  • Novell Servers
  • Customer Communication and Empathy
  • Emergency Service Coordination
  • Microsoft Windows and Office
  • Defect Analysis and Resolution

Timeline

Team Lead Customer Support Specialist

Conduent, Family & Health
11.2016 - 06.2018

Call Center Team Lead

Getronics
01.1998 - 01.2006

Bachelor of Science - Business Management

University of Phoenix
Tina Y. Madden