Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Tommia Swain

Virginia Beach,VA

Summary

Dynamic professional with extensive experience in customer service and team leadership at Lotto Liquor Discounts. Proven ability to enhance customer satisfaction through effective problem-solving and conflict resolution. Skilled in money handling and fostering strong customer rapport, consistently achieving successful outcomes in high-pressure environments.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Cricket Wireless
11.2024 - Current
  • Expertly addressed disputes under pressure, ensuring a professional resolution.
  • 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.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Collections Agent

Mrs Bpo LLC
02.2022 - 10.2022
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Assistant Manager

Lotto Liquor Discounts
04.2018 - 02.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Ensured store environment remained organized, safe, and clean to boost customer satisfaction.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.

Food Service Worker

SUBWAY®Restaurants
08.2015 - 10.2016
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Maintained safety standards by properly handling food and adhering to sanitation guidelines.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Greeted customers at counter to fulfill requests and answer questions.

Education

Social Work

George C Wallace Community College
Dothan, AL

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Customer relations
  • Problem-solving
  • Task delegation
  • Conflict resolution
  • Customer rapport

Timeline

Customer Service Representative

Cricket Wireless
11.2024 - Current

Collections Agent

Mrs Bpo LLC
02.2022 - 10.2022

Assistant Manager

Lotto Liquor Discounts
04.2018 - 02.2022

Food Service Worker

SUBWAY®Restaurants
08.2015 - 10.2016

Social Work

George C Wallace Community College

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Tommia Swain