Tyra Simmons
Leasing Agent and Customer Service Rep
Jonesboro,GA
Summary
Effective Tax Service Representative with 5 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Leasing Agent
Peak Living
Atlanta, Georgia
05.2020 - Current
- Collaborated with customer service team to resolve advanced concerns.
- Managed smooth flow of customers at fast-paced checkout, including checking carts, assisting with bulky items and processing accurate orders.
- Boosted interest in loyalty programs and company credit cards by skillfully promoting applications.
- Handled problems such as incorrect prices and missing tags independently.
- Kept front end clean, neat and well-stocked with merchandise to promote customer sales.
- Focused attention on customers to help each feel welcomed and fully served.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Cultivated lucrative relationships with clients through active engagement, issue resolution and Customer Service Relations talents.
- Collaborated with internal personnel and clientele to improve store operations and address concerns quickly.
- Conducted department to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
- Mentored newly hired cashiers in upselling techniques, soliciting Red Card Applications to improve sales expertise.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
Tax Service Representative
Jacobs Administrative Servies
Griffin, GA
12.2015 - 04.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted approximately 12 taxpayers each hour with PA Local Tax questions.
- Informed taxpayers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with taxpayers to determine best methods to resolve service and billing issues.
- Educated taxpayers on special pricing opportunities and company offerings.
- Reviewed account and service histories to identify trends and issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld privacy and security requirements established by The PA Dept of Community and Economic Development and The PA Tax Enabling Act regulatory agencies.
- Interviewed customers regarding various local tax issues and reported feedback to management team.
- Documented conversations with customers to track requests, problems and solutions.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Exceeded company productivity standards 3% on consistent basis, handling more than 94% of quota each day.
- Escalated customer concerns to supervisors rarely.
- Delivered service and support to each customer.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered 160+ inbound calls per day and directed to designated individuals or departments.
- Worked with Team Leads to develop customer service improvement initiatives.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Grew territory 30% by collaborating with district management in business planning based on sales performance.
- Grew territory [30]% by collaborating with district management in business planning based on sales performance.
- Serviced accounts, managing product access, reimbursement issues and product contracts totaling over $20k.
- Grew territory 30% by collaborating with district management in business planning based on sales performance.
- Fueled market share growth 30%, boosting sales with strategic launch of new products in competitive territories.
Education
Associate of Arts - Accounting And Business Management
Springfield Technical Community College
Springfield, MA 1995.05 - 1998.05
Skills
- Payment acceptance
- System updates
- Account management
- Customer support
- Calendar management
- Database maintenance
- Quality assurance controls
- Office equipment proficiency
- Customer service
- Customer relations
- Inbound and outbound calling
- Senior leadership support
- Project management abilities
- Microsoft Office expertise
- Employee coaching
- Credit card payment processing
- Report creation
- PA Local Taxes regulations knowledge
- High-energy attitude
- Conflict mediation
- Call center experience
- Property tours and inspections
- Leasing and sales
- Contract Negotiation
- Strategic planning
- Administrative support
Custom
Results oriented work leader and team player, applying a combination of administrative assistant, clerical, correspondence, communications, and customer service skills. Responsive listening skills, and Interactive communications to obtain the utmost customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Leasing Agent
Peak Living
05.2020 - Current
Tax Service Representative
Jacobs Administrative Servies
12.2015 - 04.2020
Associate of Arts - Accounting And Business Management
Springfield Technical Community College
1995.05 - 1998.05