TOMEISHA ROBERSON
Customer Experience Advocate 3
Forest Hill,TX
Summary
Results-driven administrative professional with 10+ years of experience in HR Operations,
Administration, Customer Service, Claims Management, Logistics, & Team Leadership.
• Accomplished in executing program initiatives, optimizing workflow and performance, spearheading process improvements, and delivering tangible solutions for enhanced operational efficiency.
• Adept at managing data, complex problem-solving, and fostering collaboration and positive relationships.
Overview
12
12
years of professional experience
Work History
CUSTOMER EXPERIENCE ADVOCATE III
General Motors (GM) Financial
Arlington, TX
10.2021 - Current
- Responsible for handling inbound lease and loan inquiries, evaluating account details, and documenting correspondence
- Collaborate with external partners and leadership to resolve complex issues
- Provided Best in Class Service and enhanced brand loyalty through multi-channel customer engagement
- Delivered positive customer experiences that promoted customer satisfaction and retention
- Part of a special projects team that worked closely with complaints to ensure that customers concerns were researched thoroughly, fulfilled and closed properly
TEACHER'S AIDE
The Sunshine House Early Learning Academy
North Richland Hills, TX
03.2020 - 06.2020
- Played a key role in lesson preparation, providing targeted support to students, managing behaviors, delivering diverse instructional methods, and directly contributing to a positive educational experience
- Effectively assisted in daily lesson execution, leading to smoother classroom operations
- Improved student understanding and participation by reinforcing learning concepts
- Significantly boosted academic progress and ensured a safe, engaging learning environment
CLAIMS SPECIALIST
Allstate Insurance
Irving, TX
07.2019 - 11.2019
- Conducted thorough investigations to resolve intricate coverage, liability, injury, and damage claims, ensuring adherence to policy details
- Acted as liaison between internal clients and external agencies and leveraged expertise in data entry across multiple systems
- Streamlined claim processing by researching polices and gathering evidence, leading to faster and more accurate report completion
- Minimized potential risks and losses through keen investigation and resolution
- Provided clear, actionable claim guidance to clients, resulting in improved decision-making
DATA ENTRY SPECIALIST (LOGISTICS)
Neiman Marcus Direct
Irving, TX
11.2017 - 02.2018
- Responsible for identifying and correcting data entry errors using quality control methods, processing invoices, and facilitating timely payments and correct updates
- Meticulously entered data into various software programs and adhered to best data management practices
- Contributed to seamless operations and reliable reporting
- Minimized disruptions and maintained smooth workflow by addressing data queries promptly and reporting major errors to management
- Improved vendor relations and financial standing
- Reduced discrepancies and enhanced data integrity
TEAM LEAD/CHAT AGENT
Teleperformance (AT&T & American Express)
Dallas, TX
05.2015 - 03.2017
- Demonstrated ability to lead and manage employees to execute daily processes
- Entrusted to evaluate team performance, encourage strict adherence to policies, and implement disciplinary measures when necessary
- Received recognition for performance as Customer Service Representative and promotion to Team Lead
- Led a social media triage team of 10-12 members in meeting and exceeding performance objectives
- Improved employee performance through targeted coaching, training, and feedback
- Managed special projects within the Customer Service and Operations domains
- Improved recruitment processes and enhanced employee engagement strategies
- Promoted to Chat Agent and handled high volumes of customer inquiries through chat/messaging
- Reduced escalations and average handling times with skilled resolution of customer issues
TAX PREPARER
Right Way
Grand Prairie, TX
01.2015 - 03.2017
- Served as a tax professional and provided personalized tax planning and advice, conducted thorough reviews of financial documents, and processed error-free tax filings
- Prepared and filed tax returns for 15+ clients virtually, maintaining compliance with all federal and state regulations
- Provided proactive advice that helped clients navigate complex tax scenarios
- Identified potential discrepancies, prevented penalties, and speedily resolved issues
- Minimized audit risk and secured timely refunds due to keen attention to detail
CUSTOMER SERVICE REPRESENTATIVE
Morley Companies Inc.
Saginaw, MI
10.2012 - 11.2014
- Contributed to delivering customer support and tailored solutions that prioritized customer needs
- Maintained precise records of customer interactions, seamless accounts processing, and proper documentation
- Managed a high volume of 50+ incoming calls daily to process roadside assistance and collections
- Built strong, sustainable relationships with customers and fostered long-term trust and loyalty
- Effectively resolved customer complaints, leading to improved customer satisfaction and retention
Education
MBA - Business Administration
Strayer University
Dallas, TX09-2026
Bachelor of Science - Business Administration
Strayer University
Dallas, TX09-2022
Associate of Arts - Business Administration
Strayer University
Dallas, TX05-2021
Skills
- CRM software
- Microsoft Excel
- Microsoft word
- Microsoft Power Point
- Power Bi
- Kronos
- Genesys
- Microsoft Teams
- GPS
- DPS
- Medalia
- Active listening
- Reliability
- Account management
- Phone etiquette
- Analytical skills
- Adaptability
- Billing adjustments and refunds
- Project management
- Teamwork
- Customer relations
- Call documentation
- Problem-solving abilities
- Inbound and outbound calling
- Interpersonal communication
- Multitasking and prioritization
- Time management
- Emotional intelligence
- Administrative and office support
- Customer retention
- Regulatory compliance
- Salesforce CRM
- Organizational skills
- Data entry accuracy
- Decision-making
- Call center experience
Timeline
CUSTOMER EXPERIENCE ADVOCATE III
General Motors (GM) Financial
10.2021 - Current
TEACHER'S AIDE
The Sunshine House Early Learning Academy
03.2020 - 06.2020
CLAIMS SPECIALIST
Allstate Insurance
07.2019 - 11.2019
DATA ENTRY SPECIALIST (LOGISTICS)
Neiman Marcus Direct
11.2017 - 02.2018
TEAM LEAD/CHAT AGENT
Teleperformance (AT&T & American Express)
05.2015 - 03.2017
TAX PREPARER
Right Way
01.2015 - 03.2017
CUSTOMER SERVICE REPRESENTATIVE
Morley Companies Inc.
10.2012 - 11.2014
MBA - Business Administration
Strayer University
Bachelor of Science - Business Administration
Strayer University
Associate of Arts - Business Administration
Strayer University
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