Tajunae Palmer
Wilmington
Summary
Customer service professional with experience in handling high-volume inbound calls, resolving inquiries, and delivering accurate information in fast-paced environments. Proven ability to interpret and research customer data, reset credentials, and escalate complex issues professionally. Skilled in providing accurate and compassionate support while maintaining service quality and integrity.
Overview
6
6
years of professional experience
Work History
Call Center Helpline Specialist
FEMA
10.2021 - Current
- Handled high-volume inbound calls from individuals impacted by disasters, providing accurate information and resources
- Gathered information, research/resolves inquiries, and appropriately documents customer calls.
- Resolved customer inquiries regarding assistance programs by researching and interpreting relevant data
- Maintained detailed and accurate records of customer interactions, ensuring compliance with documentation standards
- Delivered clear and concise communication to address disputes and concerns, escalating complex issues when necessary
- Supported credential resets and troubleshooting, enhancing user access to self-service systems
- Reading and interpreting documents, retaining large amounts of information, and escalating complex cases professionally
- Reviewed the customer needs and inform customers of services and resources available to them.
Customer Experience Specialist/ Technical Support
USAA
02.2019 - 10.2021
- Delivered telephone support by answering and resolving customer inquiries related to financial services
- Provided accurate information regarding account histories and payment issues, ensuring customer understanding
- Assisted customers with credential resets and account access, ensuring seamless navigation of automated systems
- Researched and documented customer calls with precision, improving issue resolution efficiency
- Escalated complex cases to appropriate departments while maintaining a professional and customer-centric approach
Education
High School Diploma - N/A
Highland Spring High
Highland Springs, VA06.2019
Skills
- Inbound call handling
- Customer inquiry resolution
- Issue escalation
- Credential resets
- Documentation accuracy
- Interpreting account information
- Active listening
- Problem resolution
- Documentation
- Information sharing
- Data entry
- Customer relationship management (CRM) systems
- Multi-tasking
- Empathy display
- Customer service
- Call handling
- Problem-solving skills
- Product knowledge
- Technical troubleshooting
- Calm disposition
- Technical support
Timeline
Call Center Helpline Specialist
FEMA
10.2021 - Current
Customer Experience Specialist/ Technical Support
USAA
02.2019 - 10.2021
High School Diploma - N/A
Highland Spring High
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