Summary
Overview
Work History
Skills
Timeline
Generic

Tyzeuna Byrd

TX

Summary

Encouraging leader, team-player and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I'm looking to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Customer Care Advocate II

Pearl Interactive Network
05.2024 - Current
  • Enhanced company reputation through exceptional customer service and follow-up on inquiries.
  • Conducted thorough research to provide accurate information and resolve complex issues effectively.
  • Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
  • Navigated multiple computer systems and applications to find information.
  • Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
  • Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
  • Coordinated with healthcare providers to verify treatment plans and expenses.
  • Calculated adjustments, premiums and refunds.
  • Coordinated with contracting department to resolve payer issues.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Assisted in developing policies and procedures for the dispute resolution department, ensuring compliance with both internal requirements and external regulations.
  • Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Paid attention to detail while completing assignments.
  • Excellent communication skills, both verbal and written.

USCIS- Homeland Security CSR

GDIT
09.2022 - 05.2024
  • Handled an average of 30-60 inbound calls per day via phone and chats.
  • Maintained a positive customer feedback CSAT percentage.
  • Worked effectively in fast-paced environments.
  • Successfully de-escalated complex customer complaints by actively listening to concerns, identifying root causes, and offering appropriate solutions to ensure customer satisfaction.
  • Managed customer accounts by updating information
  • Scheduled on site office visits.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Community Service Volunteer

NON-PROFIT ORGANIZATIONS
01.2013 - 07.2023
  • Being reliable, being trustworthy, respecting others and their wishes, not being judgmental, being accountable and accepting feedback, being committed to the program, acknowledging decisions made by the staff or the organization, addressing areas of conflict with the appropriate staff member or volunteer coordinator and asking for support when it is needed.
  • Maintained clean facilities to better serve program needs.
  • Exhibited excellent communications and customer service relations skills.
  • Gained knowledge and experience working with children in educational setting.
  • Collaborated with local organizations to provide food baskets to families in need.
  • Planned and delivered numerous activities and special events.
  • Established and maintained relationships with local organizations to coordinate volunteer efforts.
  • Led weekly volunteer team to clean up public parks and create safe environment for children.
  • Hosted monthly meetings with volunteers to discuss upcoming events and initiatives.

Assistant Store Manager

Family Dollar
02.2022 - 09.2022
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Skills

  • Customer Service (7 years)
  • Leadership
  • Time Management
  • Computer Skills
  • Inventory Control
  • Typing
  • Sales
  • Microsoft Office Specialist
  • Responding to customer situations with sensitivity
  • Identifying and resolving common customer issues
  • Applying customer service skills in a call center setting
  • Calculating retail transactions and knowing cash drawer policies and procedures
  • Tendency to be dependable and come to work
  • Development in any professional field
  • Ability to Accept and Learn From Criticism
  • Trained in Salesforce
  • Prioritization
  • Coordination
  • 10-Key
  • Call Volume and Quality Metrics
  • Understanding Customer Needs
  • Shipping and Receiving Understanding
  • POS Systems Expertise
  • Technical Support
  • Refund Processing
  • First-Tier Technical Support
  • Staff Training
  • Reading Comprehension
  • Team Development
  • Active Listening
  • Document and Records Management
  • Livechat Messaging
  • Strong Analytical and Problem-Solving Skills
  • Store Maintenance
  • Issue and Complaint Resolution
  • Order Fulfillment
  • CRM Software
  • Data Review and Verification
  • Data Entry
  • Medical Terminology

Timeline

Customer Care Advocate II

Pearl Interactive Network
05.2024 - Current

USCIS- Homeland Security CSR

GDIT
09.2022 - 05.2024

Assistant Store Manager

Family Dollar
02.2022 - 09.2022

Community Service Volunteer

NON-PROFIT ORGANIZATIONS
01.2013 - 07.2023

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Tyzeuna Byrd