TYEESHA TIBBS

Handled customer issues through chat and over the phone support. Assisted customers in seeing which devices would be the best fit for their needs.

• Offered advice and assistance to customers, paying attention to special needs or wants
• Answered customer telephone calls promptly to avoid on-hold wait times
• Responded to customer requests for products, services, and company information
• Updated account information to maintain customer records
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Handled inbound customer chat conversations from various websites
• Worked closely with each customer to carefully resolve issues within timely fashion
• Provided online demonstrations to educate customers on product features and online help resources
• Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action
• Assisted customers with order placement, product returns and order tracking

• Escalated files with significant indemnity exposure to supervisor for further investigation
• Reviewed new files to determine current status of injury claim and to develop plan of action
• Followed up with customers on unresolved issues
• Utilized appropriate cost containment techniques to reduce overall claim costs
• Conducted full claim investigations and reported updates and legal actions

• Evaluated technical control manuals and operational documentation, editing content for clarity and compliance with [Type] standards
• Spearheaded installation of company-wide unified communications solution to increase collaboration and streamline communications via voice, chat and video calling
• Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary
• Reviewed technical guidelines to verify compliance with information security standards and best practices

• Cross-trained and backed up other customer service managers
• Responded to customer requests, offering excellent support and tailored recommendations to address needs
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
• Answered constant flow of customer calls with minimal wait times