Summary
Overview
Work History
Education
Skills
Certification
Assessments
Accomplishments
Additional Information
Timeline
Generic

Tisce Clark

Fort Worth,TX

Summary

  • Achieved a 98% customer satisfaction score over a 12-month period by resolving issues quickly and empathetically.
  • Reduced average response time by 30%, resulting in improved customer retention.
  • Maintained a customer issue resolution rate of 95%+ within the first contact.

Efficiency & Problem Solving

  • Handled an average of 60+ customer interactions per day while maintaining quality service scores above company benchmarks.
  • Developed a new FAQ and ticket categorization system that decreased support tickets by 15%.
  • Resolved escalated customer complaints with a 92% resolution success rate, minimizing negative reviews.

Team & Training Impact

  • Trained and mentored 10+ new customer service representatives, improving team productivit

Overview

26
26
years of professional experience
1
1
Certification

Work History

Banker

U.S. Bank
02.2022 - 06.2025
  • Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
  • Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
  • Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
  • Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
  • Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
  • Built and maintained strong relationships with over 150 retail and small business clients, improving customer retention by 25%.
    Advised clients on banking products such as savings accounts, credit cards, loans, and investment options, resulting in a 30% increase in product cross-selling.
    Conducted KYC and AML compliance checks, ensuring full adherence to regulatory standards.
    Processed customer transactions efficiently, maintaining 98% accuracy across all financial operations.
    Collaborated with the branch manager to achieve monthly sales targets, contributing to a 20% branch revenue increase in 2023.

Customer Service Advisor/ Seasonal Hiring Manager

Conduent
08.2016 - 03.2020
  • Assisted customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Also during our peak months I was a seasonal Hiring Manger
  • Customer-focused and results-driven Seasonal Customer Service Manager with over [X years] of experience leading high-performing service teams during peak periods. Proven ability to train and motivate staff, resolve escalated issues, and ensure exceptional customer satisfaction in fast-paced environments. Skilled in scheduling, team coordination, and performance improvement
  • Interviewed and effectively participated in the hiring and termination of employees.
  • Effectively managed high volume recruitment activities during peak hiring season (from seasonal to senior technical) reported on status, analyzed challenges and participated in maintaining team reports
  • Engaged in a timely review of a high volume of resumes, effectively evaluated
  • Average new hires of 20-30 weekly to achieve required staff levels

Account Manager

Santander Consumer USA Inc
09.2013 - 11.2015
  • As a Account Manager I maintain and reduce delinquency on accounts while minimizing losses. I called customers whose accounts were past due to negotiate resolution and sends correspondence in accordance with company policies and procedures. I also develop the ability to recognize high risk accounts, become familiar with and solicit collection remedies, balance renewals and discuss difficult situations with an Account Stage Manager.Key SkillsDebt Recovery & Negotiation
    Account Reconciliation
    Customer Conflict Resolution
    FDCPA Compliance
    Skip Tracing
    Payment Arrangements
    Call Handling & Documentation
    CRM/Collection Software (e.g., TLO, FICO, Experian

Customer Service Representative

Letstalk.com
01.2010 - 08.2013
  • I Administered and received inbound/outbound calls answering customer concerns, complaints and technical support questions. Initiated and designed the procedures booklets for the customer service, technical support and returns departments. Preformed team lead duties in customer service and manager duties in both the returns and technical support areas. Supervised vendor returns. Responsible for keeping daily, weekly and monthly inventory spreadsheets.

Customer Service Representative

Pizza Hut
01.1999 - 10.2007
  • Customer service Rep: Answering phones and entering the orders in the terminal. Follow up calls.

Education

Diploma - Highschool

Eastern Hills Texas
Fort Worth, TX
01.2002

Skills

  • Customer Service (10 years)
  • Microsoft Word
  • Negotiation
  • Microsoft Powerpoint
  • Data Entry
  • Account Management
  • Technical Support
  • Cold Calling
  • Order Entry
  • Help Desk
  • Sales Management
  • Inside Sales
  • Microsoft Windows
  • Desktop Support
  • Recruiting

Certification

  • Certified Nursing Assistant (CNA)
  • May 2012 to June 2012

Assessments

  • Customer service — Proficient
  • July 2021
  • Identifying and resolving common customer issues
  • Full results: Proficient
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Accomplishments

  • Achieved a 98% customer satisfaction score over a 12-month period by resolving issues quickly and empathetically.
  • Reduced average response time by 30%, resulting in improved customer retention.
  • Maintained a customer issue resolution rate of 95%+ within the first contact.

Efficiency & Problem Solving

  • Handled an average of 60+ customer interactions per day while maintaining quality service scores above company benchmarks.
  • Developed a new FAQ and ticket categorization system that decreased support tickets by 15%.
  • Resolved escalated customer complaints with a 92% resolution success rate, minimizing negative reviews.

Team & Training Impact

  • Trained and mentored 10+ new customer service representatives, improving team productivit

Additional Information

  • Participated in annual conferences and webinars on best practices in customer engagement and call center management.

Timeline

Banker

U.S. Bank
02.2022 - 06.2025

Customer Service Advisor/ Seasonal Hiring Manager

Conduent
08.2016 - 03.2020

Account Manager

Santander Consumer USA Inc
09.2013 - 11.2015

Customer Service Representative

Letstalk.com
01.2010 - 08.2013

Customer Service Representative

Pizza Hut
01.1999 - 10.2007

Diploma - Highschool

Eastern Hills Texas

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Tisce Clark