Tammy Gibson
Dinuba
Summary
Dynamic customer service professional with a proven track record at the IRS, excelling in complaint resolution and problem-solving. Enhanced first call resolution rates through effective call handling and empathy, significantly improving customer satisfaction. Skilled in workload management, I thrive in high-pressure environments while maintaining focus on excellent customer service.
Overview
20
20
years of professional experience
Work History
Contact Center Representative
Internal Revenue Service, IRS
08.2022 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Security Officer
Securitas Security Services USA
06.2005 - 07.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing customer concerns related to their issue.
Education
Certificate - Medical Office Administration
SJVC
Visalia, CA05.2012
Diploma - General Studies
Dinuba Adult School
Dinuba, CA05.2000
Skills
- Complaint resolution
- Workload management
- Call handling
- Customer service
- Problem-solving skills
Timeline
Contact Center Representative
Internal Revenue Service, IRS
08.2022 - Current
Security Officer
Securitas Security Services USA
06.2005 - 07.2022
Certificate - Medical Office Administration
SJVC
Diploma - General Studies
Dinuba Adult School
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