Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Tunya Barnes

Cincinnati,OH

Summary

Authorized to work in the US for any employer Personable and dedicated Customer Service Representative with extensive experience in Customer Care industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Energetic and reliable Customer Service Representive well-trained in overseeing CRM for high-end merchandise environments. Proven performer leverages superior communication and relationship-building strengths. Detailed focus to increase and retain long-term customers. Experience in working remotely.

Overview

9
9
years of professional experience

Work History

Customer Care Specialist

Council on Aging of South Western Ohio
Cincinnati, OH
05.2024 - Current
  • Assisted customers with inquiries about products and services via phone, email, and chat.
  • Provided timely responses to customer questions and complaints in a professional manner.
  • Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
  • Entered customer information into the database for tracking purposes.
  • Maintained an organized system of records related to customer service requests.
  • Offered suggestions for new features that would improve the overall experience with our products and services.
  • Tracked order status updates from vendors in order to provide accurate delivery estimates to customers.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
  • Delivered customer support to high call load each shift.
  • Resolved billing and service issues for customers.
  • Exceeded company productivity standards on consistent basis.

Accounts Receivable Specialist

Duke Energy
Cincinnati, OH
04.2022 - 04.2024
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Set up and activated customer accounts.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained organized records of all customer accounts receivable activity.
  • Responded promptly to customer inquiries regarding their account status or payment history.
  • Provided excellent customer service while resolving disputes with customers concerning their accounts receivable balance.
  • Assisted in developing policies and procedures associated with Accounts Receivable activities.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Processed new customer forms to set up accounts in system.
  • Activated contracts and set up installment billing plan to generate on-time payments.

Customer Service-Adjudicator

Ohio Department of Job and Family Services
Cincinnati, OH
01.2021 - 06.2021
  • Determined insurance coverage levels and restrictions by thoroughly examining claims forms and associated records.
  • Conducted secondary evaluations of original investigations documentation and reports to facilitate smooth resolutions.
  • Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
  • Created master spreadsheet to record procedures, denials and approvals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Customer Service Representative PT

Cornerstone Brands
Cincinnati, OH
07.2016 - 05.2022
  • Working remotely to help customers needs and upsold products and services to maximize sales.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered 80 + inbound calls per day and directed to designated individuals or departments.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Worked with service resolution teams to develop customer service improvement initiatives.
  • Offered custom troubleshooting to assist problem resolution and restore service levels.

COS-Check-Out Supervisor

Sam's Club
Cincinnati, OH
12.2015 - 07.2016
  • Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Taught junior employees how to meet operational and sales goals with proactive strategies.
  • Built and maintained effective working relationships with peers and upper management.

Education

Certificate - Meeting And Event Planning

Penn Foster Career School
Scranton, PA
08.2020

High School Diploma -

Aiken High School
Cincinnati, OH
06.1988

Skills

  • ADDITIONAL INFORMATION
  • Communication Skills, Problem Solving, Diversity Skills, Great Teamwork/Team Player Skills And
  • Organizational Skills
  • Calculators
  • Cashier
  • Cash
  • Registers
  • Communication Skills
  • Credit
  • Notes
  • Money
  • Organizational Skills
  • Policies
  • Pricing
  • Problem Solving
  • Progress
  • Sales
  • Scanners
  • Team Player
  • Teamwork
  • Credit card payment processing
  • Route management
  • Retail sales customer service
  • Sales expertise
  • Problem-solving abilities
  • Courteous demeanor
  • Call Centers
  • High-energy attitude
  • Promotional support
  • Adaptive team player
  • Billing Dispute Resolution
  • Investigative Research
  • Adjustment Posting
  • Relationship Building
  • Accounts Receivable
  • Collections
  • Coding Proficiency
  • Payment Posting
  • Audit Procedures
  • Credit and Collections

Accomplishments

  • Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Sales - Consistently generated additional revenue through skilled sales techniques.
  • Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Consistently maintained high customer satisfaction ratings.

Timeline

Customer Care Specialist

Council on Aging of South Western Ohio
05.2024 - Current

Accounts Receivable Specialist

Duke Energy
04.2022 - 04.2024

Customer Service-Adjudicator

Ohio Department of Job and Family Services
01.2021 - 06.2021

Customer Service Representative PT

Cornerstone Brands
07.2016 - 05.2022

COS-Check-Out Supervisor

Sam's Club
12.2015 - 07.2016

Certificate - Meeting And Event Planning

Penn Foster Career School

High School Diploma -

Aiken High School
Tunya Barnes