Summary
Overview
Work History
Education
Skills
Timeline
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Tamira Montgomery

Memphis

Summary

Astute Call Center professional/ Customer service professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player with willingness to take on added responsibilities to meet team goals. 6+ Years in Customer service/support in Multiple work settings.

Overview

7
7
years of professional experience

Work History

Call Center Customer Service Agent

Activus Connect
01.2023 - 02.2024
  • Efficiently managed high call volume, effectively addressing customer inquiries and concerns.
  • Reduced average call handling time with efficient multitasking and prioritizing during calls.
  • Utilized effective communication skills to clarify customer concerns, resulting in better issue understanding and faster resolution times.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer calls and emails to answer questions about products and services.
  • Navigated multiple systems simultaneously to access customer information, ensuring timely resolutions for various issues.

Help Desk Support Specialist

Sprint
06.2021 - 12.2022
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
  • Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
  • Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
  • Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Customer Service Representative

Alorica
03.2020 - 09.2021
  • Verified accuracy of information and executed clarification of orders.
  • Answered customer account inquiries and provided resolution.
  • Provided order tracking information and resolved issues when needed.
  • Provided high level of dedicated assistance to customers by helping place orders on company's website.
  • Utilized active listening and communication skills to engage customers and ascertain how to best provide assistance.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service change
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Supervisor

Walgreens
08.2017 - 11.2019
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
  • Counted and balanced cashier drawers.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Built and maintained productive relationships with employees.
  • Managed cashier shifts and breaks.
  • Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Scanned items quickly to keep lines moving and reduce overall wait time.
  • Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Education

Associate of Applied Business - Customer Service Management

Dyersburg State Community College
Dyersburg, TN
05.2021

Skills

  • Customer Support
  • Building rapport
  • Empathy Display
  • Workload Management
  • MS Office proficiency
  • Verbal Communication
  • Call Control
  • Data Entry
  • Payment Processing
  • Technical Support
  • Answering questions
  • Inbound phone calls
  • Call Center Customer Service
  • Issue resolution
  • Help Desk Support
  • Friendly and Patient

Timeline

Call Center Customer Service Agent

Activus Connect
01.2023 - 02.2024

Help Desk Support Specialist

Sprint
06.2021 - 12.2022

Customer Service Representative

Alorica
03.2020 - 09.2021

Customer Service Supervisor

Walgreens
08.2017 - 11.2019

Associate of Applied Business - Customer Service Management

Dyersburg State Community College

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Tamira Montgomery