Tovasha Garrett
Waco,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Teleperformance
Waco
07.2022 - 06.2023
- Answering inbound and outbound phone calls making appointments, troubleshooting devices, assisting with set up on devices. 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Customer Service Representative
Blue Cross Blue Shield
Waco
07.2020 - 12.2022
- Giving benefit information to specialist or doctors, collecting medical debts, proving patients with plan benefits. Managed approximately 50 incoming calls, emails and faxes per day from customers. Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Teletech UnitedHealth Care
Waco
02.2021 - 07.2022
- Work from home, healthcare, providing customers with information on their insurance policies, helping customers change their policies also.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
CNA - Certified Nursing Assistant
Quality Care Rehabilitation Care
Waco
03.2019 - 01.2021
- Began Certified Registered Nurse classes in 2019 and began working there as full-time Certified Nurse same year.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Built rapport with patients and families, providing emotional support during difficult times.
Receptionist/Office Assistant
Marriott International, Inc.
Waco
08.2015 - 12.2017
- Answering phone, assigning guests their rooms, making sure lobby was clean at all times and staying with positive attitude and having outstanding relationship with guest.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Managed multiple tasks and met time-sensitive deadlines.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
Application Specialist
Atmos Energy
Waco
01.2011 - 08.2014
- Bill collecting, answering phone to set up service and making sure customers were satisfied with their service.
- Assisted in the development of product documentation, creating easy-to-follow user guides and manuals.
- Streamlined communication between departments by establishing clear channels for sharing information.
- Established strong relationships with vendors, negotiating favorable contracts that maximized value for the organization.
- Identified areas for improvement through rigorous testing and analysis of existing systems.
- Contributed to sales growth by demonstrating product expertise during client presentations and negotiations.
Education
High School Diploma -
McLennan Community College
Waco, TX06.2027
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Microsoft Excel
- Payment Processing
- Product Knowledge
- Appointment Scheduling
- Team Development
- Staff Training
- Technical Support
- De-Escalation Techniques
- Multi-line phone talent
- Product Sales
- Product and service solutions
Timeline
Customer Service Representative
Teleperformance
07.2022 - 06.2023
Customer Service Representative
Teletech UnitedHealth Care
02.2021 - 07.2022
Customer Service Representative
Blue Cross Blue Shield
07.2020 - 12.2022
CNA - Certified Nursing Assistant
Quality Care Rehabilitation Care
03.2019 - 01.2021
Receptionist/Office Assistant
Marriott International, Inc.
08.2015 - 12.2017
Application Specialist
Atmos Energy
01.2011 - 08.2014
High School Diploma -
McLennan Community College
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