Hi, I’m
Tosha Sidwell
Monroe,TN
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
years of professional experience
Work History
Teleperformance USA
Customer Experience Specialist
02.2022 - Current
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Educated customers about billing, payment processing and support policies and procedures
- Met customer call guidelines for service levels, handle time and productivity
- Promptly responded to inquiries and requests from prospective customers
- Processed over 100 invoices each weeks and mailed documentation to clients
- Opened and processed claims, refunds, and credits daily.
Dollar Tree
Head Cashier
09.2021 - 02.2022
Job overview
- Taught employees fundamentals of register use, merchandise scanning and customer service
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Alleviated customer service needs with policy-appropriate solutions
- Mentored new team members on sales software system operation
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary
- Answered customer questions and helped find specific items
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Received and processed customer payments
- Processed both cash and card purchases and returns.
Pamida
Customer Service Manager
06.2004 - 05.2014
Job overview
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Education
Tennessee College of Applied Sciences, Volunteer State Community College
Medical Coding and Billing from Psychology
Volunteer State Community CollegeGallatin, TN
from Psychology
08.2005
Skills
- Client Management Systems
- Strong Communication
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Conflict Resolution Techniques
- Team Management Experience
- Responding to Difficult Customers
- Upselling Products and Services
- Ability to Be Flexible
- Strong Computational Skills
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Collaboration Experience
- Complex Product Knowledge
- Training Junior Team Members
- Confidentiality Requirements
- Policy and Procedure Adherences
- Analytical Understanding
- Critical Thinking
- Issue and Complaint Resolution
- Order and Refund Processing
- Brand Experience
- Call Documentation
- Understanding Customer Needs
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Specialist
Teleperformance USA
02.2022 - Current
Head Cashier
Dollar Tree
09.2021 - 02.2022
Customer Service Manager
Pamida
06.2004 - 05.2014
Tennessee College of Applied Sciences, Volunteer State Community College
Medical Coding and Billing from Psychology
Volunteer State Community College
from Psychology
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