Tashena Bailey

Tashena Bailey -| - | Philadelphia, PA SUMMARY Experienced customer service professional with 7 years of expertise in handling inbound calls, chats, and emails to address customer inquiries, resolve issues, and provide detailed product and service information. Skilled in maintaining accurate customer records, processing orders, and ensuring customer satisfaction. Proficient in Microsoft Office Suite and Adobe Suite, with a strong focus on data entry and organization. Known for delivering exceptional service and fostering positive customer relationships through effective communication across multiple channels. WORK EXPERIENCE Carnival Customer Service Representative - Remote Dec 2022 - Sep 2024 • Assisted customers with billing inquiries, product selection, and technical issues, maintaining detailed interaction records for accurate follow-up and resolution. • Navigated multiple systems proficiently, utilizing problem-solving and multitasking abilities to provide immediate and effective solutions. • Enhanced overall customer satisfaction by delivering timely resolutions and demonstrating strong communication and service skills in a high-volume environment. Sagility (Humana/GO365) Customer Service Representative- Remote Dec 2021 - Dec 2022 • Addressed customer inquiries regarding healthcare plans, benefits, and online tool usage, utilizing in-depth knowledge of medical terminology. • Processed insurance claims and resolved payment issues, while efficiently managing the distribution of customer rewards programs. • Educated members on self-service tool navigation and coordinated with internal departments to streamline communication and enhance overall service satisfaction. J Crows Inc Customer Service Representative- Remote Dec 2020 - Dec 2021 • Addressed customer inquiries related to billing, delivery, and product issues through email correspondence, ensuring resolution of concerns to maintain customer satisfaction. • Managed multiple customer interactions simultaneously in a high-velocity setting, upholding service quality and responsiveness. • Prioritized tasks and adhered to deadlines, which consistently led to favorable resolutions and positive customer feedback. Port Maria Police Station Document Manager Dec 2019 - Dec 2020 • Managed and organized critical documents, ensuring accurate filing and easy retrieval for administrative purposes. • Performed data entry tasks using Microsoft Word and Excel to maintain precise and up-to-date records. • Ensured compliance with confidentiality and organizational standards for all documents. • Monitored and maintained both physical and digital document archives, reducing duplication and errors. • Collaborated with administrative staff to streamline document workflows and improve operational efficiency. • Conducted routine checks to ensure documents were properly filed, updated, and accessible to authorized personnel. Pure Vision Optical Receptionist Dec 2018 - Dec 2019 • Managed front-desk operations, including scheduling appointments and registering customers, ensuring efficient workflow and client service. • Handled phone communications effectively, fostering a welcoming environment and contributing positively to overall customer satisfaction. NK Customer Solutions Customer Service Representative Dec 2017 - Dec 2018 • Resolved customer inquiries by providing comprehensive technical support and addressing complaints, ensuring efficient problem resolution and customer satisfaction. • Managed inbound sales by delivering detailed product and service information, contributing to the maintenance of positive customer relationships. EDUCATION Distinction College Certification in Pediatric Nursing 2022 HEART TRUST NTA Level II Certificate in Front Office Agent 2019 Horace Clarke High School High School Diploma 2018 Saint Mary Technical High School High School Diploma 2017 CERTIFICATIONS Certification in Pediatric Nursing Level II Certificate in Front Office Agent - SKILLS Strong Organizational and Time-Management Skills • Exceptional Communication and Interpersonal Skills • Ability to Work Independently and as Part of a Team • Detail-Oriented and Able to Handle Multiple Tasks Simultaneously • Appointment Setting • Data Entry • Problem-Solving • Computer Literacy • Patience • Multitasking • Time Management • Communication Skills • Active Listening • Customer Relationship Management (CRM) Software Proficiency • Conflict Resolution • Empathy • Communication • Technical Proficiency • Rapport Building • Service Mindset