Titiana Thompson
Tampa
Summary
Professional with solid experience in customer support, adept at resolving inquiries efficiently and enhancing customer satisfaction. Known for strong team collaboration and adaptability to changing needs, consistently delivering reliable results. Skilled in communication, problem-solving, and multi-tasking, with focus on meeting and exceeding performance goals. Recognized for positive attitude and effective interaction with diverse customers.
Overview
17
17
years of professional experience
Work History
Inbound Customer Service Representative
Humana
09.2019 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
Assistant Manager
McDonald’s
08.2012 - 09.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Lunch Aid
Ben Hill Middle School
01.2008 - 07.2012
- Organized students entering cafeteria into various food lines to keep groups flowing smoothly.
- Circulated among tables to assist young students and special needs children with opening milk containers and lunch items.
- Regulated dismissal of students by section and guided disposal of tray and silverware in return area.
- Oversaw lunchroom workers and kitchen staff in preparation, delivery and cleaning duties.
Education
Diploma - English Literature
Middleton High School
Tampa,fl05.2005
Skills
Active listening, time management, problem solving, effective communication,active listening
Timeline
Inbound Customer Service Representative
Humana
09.2019 - Current
Assistant Manager
McDonald’s
08.2012 - 09.2019
Lunch Aid
Ben Hill Middle School
01.2008 - 07.2012
Diploma - English Literature
Middleton High School
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