Tuwana Newbern
Customer Service Manager (CSM)
Las Vegas,NV
Summary
Experienced in the call center industry with polished communication skills for effective customer interaction. Exceptional organizational abilities for efficient task handling and smooth workflow. Adept at overcoming customer objections, finding solutions, and providing excellent service. Self-motivated and thrive in a team-oriented environment, always ready to contribute towards achieving collective goals.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
8
8
years of professional experience
Work History
Call Center Representative
DailyPay
Las Vegas, Nevada
06.2020 - 03.2023
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
Call Center Customer Service Representative
TTEC
03.2019 - 03.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Detailed payment options and explained price, receipt and billing details to customers.
Wal-Mart Associate
Walmart
06.2017 - 12.2019
- Cashier ringing up customers fast was a cashier before becoming a manger
- Trained in all department
- Performed administrative duties such as making money drops picking up money doing customers returns making sure that customer service stayed clean
Customer Service Manager (CSM)
Walmart
06.2016 - 02.2018
- Help assist customers and manage employees through out the day.
- Deals with customer's complaints and technology support on cash registers and other equipment.
- CSM takes care of the front end of the store
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Completed point of sale opening and closing procedures.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Supervised guests at front counter, answering questions regarding products.
Customer Service Representative
C3/CustomerContactChannels
05.2015 - 05.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Education
GED -
Goodwill High School
Victorville, United States 05.2001 -
Skills
- Call Center
- Customer Care
- Customer Experience
- Customer Service
- Communication skills
- Typing
- Sales
- Cash handling
- Cash register
- Computer skills
- Data entry
- Microsoft Word
- Microsoft Excel
Complaint resolution
Account updating
Problem-solving skills
Communicating with clients
Quality assurance
Product upselling
Payment processing
Inbound phone calls
Verbal and written communication
Product knowledge
Resolving issues
Call center operations
Documentation and reporting
Database research
Logging call information
Account management
System documentation
Technical troubleshooting
Performance monitoring
CRM navigation
Call handling
Customer account updates
Timeline
Call Center Representative
DailyPay
06.2020 - 03.2023
Call Center Customer Service Representative
TTEC
03.2019 - 03.2022
Wal-Mart Associate
Walmart
06.2017 - 12.2019
Customer Service Manager (CSM)
Walmart
06.2016 - 02.2018
Customer Service Representative
C3/CustomerContactChannels
05.2015 - 05.2016
GED -
Goodwill High School
05.2001 -
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