Tamika Wright
Canton
Summary
Professional with considerable background in relationship management, adept at fostering strong connections with clients and stakeholders. Skilled in communication, conflict resolution, and strategic planning, driving positive outcomes in collaborative team environments. Reliable and adaptable, consistently meeting and exceeding expectations in dynamic settings.
Overview
17
17
years of professional experience
Work History
Banking Relationship Specialist
American Express, Global Business Consulting
2022.04 - Current
- - Delivered white-glove customer service in a fast-paced financial services call center
- - Handled inbound calls regarding account inquiries, billing issues, card benefits, and payment arrangements
- - Met performance goals in call resolution time, customer satisfaction scores, and compliance
- - Educated card members on features, fraud prevention, and credit best practices
- Collaborated with cross-functional teams to develop strategies for improving customer retention rates.
- Drove process improvements within the department by identifying inefficiencies in current procedures and collaborating on solutions.
- Assisted colleagues with challenging client scenarios by sharing expertise and providing constructive feedback on proposed resolutions.
Call Center Representative
Comcast, Xfinity
2017.09 - 2020.11
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- - Processed account updates, payments, and service orders using CRM tools
- - Consistently met or exceeded KPIs including First Call Resolution (FCR) and Quality Assurance (QA) scores
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Customer Care Trainer
Xerox, ACS
2012.01 - 2017.09
- Cultivated strong relationships with key stakeholders by consistently delivering exceptional support services.
- Led weekly meetings to discuss performance metrics, identify areas for improvement, and share best practices among team members.
- Focused on continuous improvement initiatives that led to a more efficient workflow within the department.
- Analyzed call center data to identify trends and areas requiring improvement, implementing targeted solutions that led to enhanced KPIs.
- Handled high-pressure situations with poise, maintaining professionalism and providing exceptional support to customers during their time of need.
- Boosted employee morale through regular recognition of achievements, fostering a positive work environment.
- Mentored junior staff members by providing guidance on best practices in customer service, resulting in improved overall team performance.
- Collaborated with other department leaders to develop cross-functional initiatives promoting exceptional customer care across all touchpoints.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Customer Service Representative
Check 'n Go
2012.04 - 2012.11
- - Processed loan applications, verified customer identity, and explained terms
- - Handled cash drawer, balanced end-of-day receipts, and managed in-store marketing
- - Performed collection calls and courtesy follow-ups in compliance with company and state policies
Retail Associate
Ross
2008.10 - 2009.01
- - Assisted customers with purchases, returns, and product inquiries
- - Operated cash registers, maintained merchandising displays, and ensured store cleanliness
- - Promoted a safe, respectful, and efficient shopping environment
Education
Bachelor of Science - Biology (Nursing Concentration)
Jackson State University
Jackson, MSPractical Nursing Diploma - undefined
Virginia College
Jackson, MS12.2011
Skills
- - Inbound & Outbound Call Handling
- - Conflict Resolution & De-escalation
- - CRM Software (Salesforce, AmEx Systems, Comcast Systems)
- - Billing, Payment Processing & Account Management
- - Customer Retention & Loyalty Programs
- - Multitasking & Time Management
- - Data Entry & Documentation Accuracy
- - Team Collaboration & Adaptability
- Patience and tolerance
- Active learning
- Open-mindedness
Timeline
Banking Relationship Specialist
American Express, Global Business Consulting
2022.04 - Current
Call Center Representative
Comcast, Xfinity
2017.09 - 2020.11
Customer Service Representative
Check 'n Go
2012.04 - 2012.11
Customer Care Trainer
Xerox, ACS
2012.01 - 2017.09
Retail Associate
Ross
2008.10 - 2009.01
Practical Nursing Diploma - undefined
Virginia College
Bachelor of Science - Biology (Nursing Concentration)
Jackson State University