Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tomarra Higgins

Fairmon

Summary

Accomplished Customer Service Supervisor, Trainer, and Representative at Teleperformance USA, Excelled in staff training, significantly improving service quality and team performance. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Teleperformance USA
07.2020 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Customer Service Trainer

Teleperformance USA
09.2024 - 12.2024
  • Collaborated with management to assess staff development needs and created customized training materials accordingly.
  • Worked closely with other trainers to adapt best practices and share insights, resulting in a more cohesive and effective training program.
  • Stayed up-to-date on industry trends and advancements, incorporating new customer service strategies into the training curriculum as needed.
  • Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.
  • Developed a thorough understanding of company products and services to provide accurate information during training sessions.
  • Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
  • Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
  • Provided expert guidance on company policies and procedures, ensuring proper adherence among all customer service representatives.
  • Provided coaching and mentoring to employees.
  • Trained and mentored a number of new personnel hired to fulfill various roles.

Customer Service Supervisor

Teleperformance USA
11.2023 - 01.2024
  • Prepared feedback summaries to share insights with management.
  • Facilitated knowledge-sharing sessions for team members to enhance skills.
  • Conducted performance reviews to promote professional growth within team.
  • Analyzed service processes by identifying areas for improvement.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.

Education

High School Diploma -

North Marion High School
Farmington, WV
05-2007

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Microsoft Excel
  • Professional telephone demeanor
  • Microsoft outlook
  • Product knowledge
  • Staff training

Timeline

Customer Service Trainer

Teleperformance USA
09.2024 - 12.2024

Customer Service Supervisor

Teleperformance USA
11.2023 - 01.2024

Customer Service Representative

Teleperformance USA
07.2020 - Current

High School Diploma -

North Marion High School
Tomarra Higgins