Tinesha Mack
Dallas,TX
Summary
Motivated, flexible and professional individual with 20 years of experience in various positions. Hard working and organized with the ability to work independently and in a team environment.
Experienced with managing customer inquiries and delivering consistent support. Utilizes effective communication and problem-solving skills to resolve issues efficiently. Track record of maintaining high satisfaction levels through empathetic and responsive service.
As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
15
15
years of professional experience
Work History
Customer Service Associate
Always Answer
09.2018 - 02.2025
- Responsibilities consist of, responding to customer inquiries and complaints, gathering information and researching solutions. Logging customer calls, informing customers about services. Strong verbal and written communication skills. The ability to navigate multiple systems and programs. Possess patience and empathy. The ability to sit for long periods of time.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Office Clerk Assistant
Horace Mann Insurance
03.2010 - 01.2018
- Job duties included open sort and distributed mail. Operate office machines such as photocopiers and fax machines, voice mail and personal computer. Compile, copy, sort and file records. Take orders as well as addressing complaints. Other various duties assigned.
- Maintained accurate records using office management software and databases.
- Coordinated office supplies inventory, streamlining procurement processes for cost efficiency.
- Implemented filing systems that improved document retrieval time and organization.
- Trained new clerical staff on office procedures, enhancing team productivity and cohesion.
- Excellent communication skills, both verbal and written.
- Contributed to a positive work atmosphere by maintaining a clean and organized workspace for all employees to enjoy.
Customer Service Representative
Alacrity Solutions
02.2013 - 01.2017
- Duties include handling customer's inquiries, identify customer needs and requests. Transfer calls to appropriate staff. Also responsible for research and resolve customer issues using the computer system. Recognize, document and alert supervisor for escalated calls. Other duties assigned.
- Reviewed discrepancies in loss data, investigating root causes and implementing corrective measures to enhance accuracy.
- Identified opportunities for streamlining workflows within the department, leading to increased efficiency in claims processing.
- Provided essential support during peak claim volume periods by effectively managing workload and staying organized under pressure.
- Demonstrated strong attention to detail when gathering necessary documentation from policyholders to substantiate reported losses or damages sustained.
- Facilitated seamless claims handling through effective collaboration with cross-functional teams such as underwriting, risk management, and legal departments.
Education
High School -
Justin F. Kimball High School
Dallas, TX01.1999
Skills
- Management
- Problem solving
- Communication
- Leadership
- Complaint handling
- Complex Problem-solving
- Customer relationship management (CRM)
- Clerical support
- MS office proficiency
- Tactful and diplomatic
- Computer skills
- Data entry
- MS office
- Microsoft office
- Inbound call management
- Policies and procedures adherence
- Administrative and office support
Languages
English
Timeline
Customer Service Associate
Always Answer
09.2018 - 02.2025
Customer Service Representative
Alacrity Solutions
02.2013 - 01.2017
Office Clerk Assistant
Horace Mann Insurance
03.2010 - 01.2018
High School -
Justin F. Kimball High School