Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Tineshia L. Royal

Victorville,CA

Summary

Results-oriented achiever with multiple years of customer service experience, with a proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Retirement Representative

Empower
04.2023 - Current
  • Analyze information quickly and accurately to provide accurate solutions for participants
  • Provide excellent customer service and support to participants by responding to inquiries in a timely manner
  • Assisted participants with website registration
  • Acted as a liaison between participants and internal departments, coordinating efforts to address specific client needs or concerns effectively.
  • Handle high volume of inbound calls per shift to assist participants with loans, withdrawals, personal information change and deferrals change.

Appraisal Coordinator

Appraisal Management Company
11.2021 - 06.2022
  • Collaborated with team members to identify areas for improvement within the appraisal process, leading to streamlined workflows and increased productivity.
  • Mitigated potential conflicts between appraisers and clients through proactive communication strategies facilitating a harmonious working relationship.
  • Optimized client satisfaction by promptly addressing inquiries and resolving concerns related to appraisals.
  • Enhanced appraisal accuracy by streamlining processes and implementing standardized procedures.
  • Managed vendor relationships to ensure high-quality services were provided consistently while adhering to budget constraints.
  • Exceeded targeted performance metrics by implementing efficient time management techniques coupled with effective prioritization skills.
  • Improved overall efficiency by maintaining organized records of active projects, completed appraisals, and relevant documentation.

Appraisal Coordinator

PCV Murcor
09.2019 - 12.2021
  • Mitigated potential conflicts between appraisers and clients through proactive communication strategies facilitating a harmonious working relationship.
  • Enhanced appraisal accuracy by streamlining processes and implementing standardized procedures.
  • Optimized client satisfaction by promptly addressing inquiries and resolving concerns related to appraisals.
  • Communicated with fee appraisers regarding orders, reports and assignment schedules.
  • Improved overall efficiency by maintaining organized records of active projects, completed appraisals, and relevant documentation.

Customer Service Representative

Zions Bancorporation
05.2018 - 09.2019
  • Successfully assisted with referrals for other bank products and services including commercial lending products
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative

L.A. City Parking Bureau
08.2017 - 05.2018
  • Collect parking fees and posted payments daily
  • Issued city parking permits and maintained records of cash collected and other methods of payment
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Administrative Assistant

Wilco Realty
12.2016 - 08.2017
  • Created and maintained calendar and schedule, implemented filing system
  • Tracked and collected rents, drafted late fee notices/monthly rent increases
  • Provided administrative support to multiple levels of management, answered phones and distributed messages
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

Front End Manager

Kmart Stores, Inc
09.1999 - 12.2016
  • Managed 10-25 employees at a time, supervised and coordinated employee schedules and shifts, oversee cashiers accountability and balanced register
  • Responsible for closing the store securing and maintaining departments in working order
  • Recruited and conducted interviews, thoroughly trained and monitored employee on company policies and procedures

Education

High School Diploma -

Thomas Jefferson High
Los Angeles, CA

Skills

  • EASY
  • OnBase
  • Salesforce
  • Olympus
  • Account Changes
  • Understanding Customer Needs
  • Customer service
  • Friendly, positive attitude
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible

Accomplishments

Recognized as top performer on my team in current role as a Government Retirement Representative for 457 (b), 403 (b), 401k and 401a plans.


Recognized by current manager for maintaining and exceeding metrics goals.


Cross trained in Govt. Tier 1,2 & 3




Certification

N/A

Timeline

Retirement Representative

Empower
04.2023 - Current

Appraisal Coordinator

Appraisal Management Company
11.2021 - 06.2022

Appraisal Coordinator

PCV Murcor
09.2019 - 12.2021

Customer Service Representative

Zions Bancorporation
05.2018 - 09.2019

Customer Service Representative

L.A. City Parking Bureau
08.2017 - 05.2018

Administrative Assistant

Wilco Realty
12.2016 - 08.2017

Front End Manager

Kmart Stores, Inc
09.1999 - 12.2016

High School Diploma -

Thomas Jefferson High

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Tineshia L. Royal