TORI VILLA
Nashville
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving internal and external issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
6
6
years of professional experience
Work History
Project Data Assistant
Everlight Solar
08.2024 - Current
- Permitting Specialist: Create and submit applications to customers' utility companies, work with internal and external teams to make changes to Computer Animated Designs, and coordinate with the installation team to ensure the schedule is followed
- Scheduling Specialist: Coordinate with internal teams, customers, and utility companies to schedule solar installations, inspections, and final witness tests
- Post Install Specialist: Create monitoring accounts to monitor solar production, coordinated with inspectors to ensure timely approval, submit documents to the utility company to get permission to operate the system
Consumer Advisor
Blue Cross Blue Shield of TN
07.2023 - 08.2024
- Cultivated strong relationships with customers through active listening, empathy, and timely follow-up. Assisted members with inquiries about their health plans, billing information, or general questions about coverage. Utilized problem-solving skills to identify root causes of customer dissatisfaction and develop solutions that met the needs of all parties involved. Maintained positive interactions with members by providing timely, accurate information and solutions to their inquiries or problems.
Support and Quality Team Lead Bellhop
Bellhop Moving
04.2021 - 04.2023
- Assisted in interviewing and hiring new associates – trained, mentored, and coached new hires. Led a team of 9 Quality and Support personnel to ensure a high quality experience for customers. Created comprehensive training materials for new hires on quality assurance procedures and best practices. Generated weekly summaries highlighting any changes made in performance and quality for the team
Senior Customer Care Associate Bellhop
Bellhop Moving
02.2020 - 04.2021
- Point of Contact role - de-escalated customer issues with conflict mediation and problem-solving abilities, while keeping the rest of the team on task. Handled claims for damaged and missing items and worked with the customer throughout the process. Built trust and rapport with both the team and customers by remaining calm and compassionate in any situation.
Education
Bachelor of Science - Communications
University of Tennessee
Chattanooga05.2019
Skills
- Management Experience
- Problem Resolution
- Training & Development
- Time Management
- Data Analysis Skills
- Customer Account Management
- Multitasking
- Data integration
Timeline
Project Data Assistant
Everlight Solar
08.2024 - Current
Consumer Advisor
Blue Cross Blue Shield of TN
07.2023 - 08.2024
Support and Quality Team Lead Bellhop
Bellhop Moving
04.2021 - 04.2023
Senior Customer Care Associate Bellhop
Bellhop Moving
02.2020 - 04.2021
Bachelor of Science - Communications
University of Tennessee