T'Quay Waters
Stockbridge
Summary
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
11
11
years of professional experience
Work History
Customer Service Manager
Prudential Healthcare
02.2022 - 12.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Pharmacy Technician
Walmart
01.2020 - 02.2022
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Call Center Representative
The Results Companies, LLC
03.2017 - 03.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Call Center Supervisor
K-Mart Store
08.2013 - 11.2016
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Education
High School Diploma -
Freedom High School
Woodbridge, VAAssociate of Science - Pharmaceutical Sciences
Everest College
Woodbridge, VA06-2016
Skills
- Customer service
- Problem-solving skills
- Customer support
- Coaching and mentoring
- Call center customer service
- Microsoft outlook, word, and Excel
- Training experience
- Customer relationship management
- Exceptional telephone etiquette
Timeline
Customer Service Manager
Prudential Healthcare
02.2022 - 12.2024
Pharmacy Technician
Walmart
01.2020 - 02.2022
Call Center Representative
The Results Companies, LLC
03.2017 - 03.2020
Call Center Supervisor
K-Mart Store
08.2013 - 11.2016
High School Diploma -
Freedom High School
Associate of Science - Pharmaceutical Sciences
Everest College
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