Tiwanna Duncan
Hartford,CT
Summary
Detail-oriented Customer Care Specialist skilled in managing client inquiries and maintaining accurate account records. Committed to enhancing customer satisfaction through effective communication and problem-solving. Experienced in customer relationship management and case management, consistently delivering efficient service and resolving inquiries.
Overview
9
9
years of professional experience
Work History
Transit Bus Operator
DATTCO
New Britain, Connecticut
07.2026 - Current
- Operated transit buses safely along designated routes.
- Provided excellent customer service to enhance passenger experience.
- Conducted pre-trip inspections of the bus to ensure it was safe for operation.
Customer Care Specialist
MassMutual Investor Services
Springfield, MA
08.2023 - 01.2026
- Handled high call volumes, maintaining consistent quality in service delivery.
- Utilized CRM software to track customer information and interactions efficiently.
- Managed client inquiries on account services and transactions, ensuring timely resolution.
- Provided administrative support to financial advisors, facilitating efficient client service.
Customer Service Representative
The Hartford Insurance Group
Hartford, CT
05.2023 - 07.2023
- Resolved customer billing inquiries and discrepancies to enhance customer satisfaction.
- Executed policy changes and updates using company software to ensure accurate account management.
- Guided customers through billing procedures, processed payments, and configured payment options for convenience.
Customer Service Specialist
MassMutual
Springfield, MA
10.2021 - 08.2022
- Facilitated securities transfers between parties, ensuring regulatory compliance and accuracy.
- Coordinated with financial institutions to resolve transaction record discrepancies, enhancing data integrity.
- Responded promptly to inquiries from internal staff, external customers, and financial institutions regarding account status and issues, improving communication and service.
Customer Service Representative
MassMutual
Springfield, MA
09.2017 - 10.2021
- Assisted customers with inquiries on insurance policies and claims to resolve issues effectively.
- Answered incoming calls and addressed product inquiries, billing questions, and customer service issues to ensure prompt assistance.
- Educated clients on policy benefits and terms to enhance understanding and satisfaction.
- Processed customer payments efficiently using electronic payment systems.
Education
MBA - Global Management
University of Louisiana
Lafayette, LA05-2027
Master of Science - Higher Education Administration
National University
La Jolla, CA03-2011
Bachelor of Arts - Theatre/Business
Central Connecticut State University
New Britain, CT05-2002
Skills
- Customer relationship management
- Case management
- Account maintenance
- Administrative support
- Task prioritization
- Policy Education
Timeline
Transit Bus Operator
DATTCO
07.2026 - Current
Customer Care Specialist
MassMutual Investor Services
08.2023 - 01.2026
Customer Service Representative
The Hartford Insurance Group
05.2023 - 07.2023
Customer Service Specialist
MassMutual
10.2021 - 08.2022
Customer Service Representative
MassMutual
09.2017 - 10.2021
MBA - Global Management
University of Louisiana
Master of Science - Higher Education Administration
National University
Bachelor of Arts - Theatre/Business
Central Connecticut State University