Tameca Roache
Team Lead at Complete Contract Consulting- Claim this Profile
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Topline Score
Bio
Credentials
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Diploma in Supervision
Alison - Empower YourselfSep, 2022- Sep, 2024
Experience
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Complete Contract Consulting
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United States
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Government Relations Services
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1 - 100 Employee
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Team Lead
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Dec 2021 - Present
Led a team of customer service representatives, overseeing daily operations and ensuring the delivery of outstanding service to a diverse customer base. Developed and implemented customer service strategies aligned with organizational objectives, resulting in increased customer retention by 20%. Translated strategies into actionable initiatives, optimizing workflows, and streamlining processes, leading to a 30% improvement in service efficiency. Mentored team members, providing guidance, coaching, and professional development opportunities to enhance their skills and performance. Implemented quality assurance measures, conducting regular performance evaluations and providing constructive feedback to maintain service excellence. Collaborated with cross-functional teams, such as Sales and Operations, to align customer service goals and improve overall customer satisfaction. Utilized CRM software to manage customer interactions, track customer data, and enhance personalized service delivery. Show less
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Sutherland Global Services
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United States
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Technology, Information and Internet
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200 - 300 Employee
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Customer Service Representative
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Jun 2017 - Dec 2021
Maintained and adjust customer accounts having a 98% in customer connections experience Provided customer service to 50-100 customers using patience and professionalism through phone and chat confidently Helped both new and tenured colleagues in maneuvering the system and building their job knowledge Properly documented each customer interaction according to company standard operating procedures Collected customer feedback and make suggestions for new features Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Translated complex technical issues into digestible language for non-technical users. Used ticketing systems to manage and process support actions and requests. Show less
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Conduent
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Service Representative
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Aug 2015 - Mar 2017
Applied problem-solving skills to resolve customer inquiries and disputes, and escalate using appropriate channels when necessary Answered approximately 70 calls daily utilizing a courteous and professional manner to collect information and identify customer needs Met and exceeded productivity goals, including high call volume and consistently earned top survey and satisfaction scores Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Collected customer feedback and made process changes to exceed customer satisfaction goals. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. Met customer call guidelines for service levels, handle time and productivity and increased KPI to 95% Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Show less
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Education
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2021 - 2021
Global Institute of Certified Specialists
Diploma of Education, Licensed Practical/Vocational Nurse Training -
Titchfield High School
High School Diploma, Liberal Arts and Sciences/Liberal Studies
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