Summary
Overview
Work History
Education
Skills
Timeline
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TOSHA FLEMING

Charlotte

Summary

Qualified, upbeat, energetic customer service professional with over 20 years of experience in customer care roles, including sales, tech support, and customer care. Good listener, astute problem solver, and confident on the phone. Proficient with various CRM tools. Proven ability in engaging customers, resolving complaints, and strengthening customer-client relationships. Seeking a rewarding position with a company that values its customers.

Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.

Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.

Overview

12
12
years of professional experience

Work History

Retention Specialist

Charter
05.2023 - Current
  • Perform detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
  • Provide new contracts to customers who are resigning in accordance with the policy for contract drafting and handling.
  • Receive retention accounts from Retention TL.
  • Prioritize and initiate customer contact to begin retention process.
  • Utilize pre-approved levels of credits and discounts based on customer situation and performance level and follow the policy to document and apply changes.
  • Identify and engage appropriate resources to implement account retention resolution.
  • Achieve minimum customer retention and productivity per month in accordance with department standards.

Fulfillment Center Warehouse Associate

Amazon
01.2022 - Current
  • Picked and packed orders accurately and efficiently.
  • Collaborated with team members to meet production goals.
  • Performed quality control checks on incoming and outgoing products.
  • Managed inventory and coordinated shipments in a warehouse setting.
  • Maintained a clean and organized work environment.
  • Utilized computer systems to track inventory and shipments.
  • Demonstrated strong attention to detail and time management skills.

Customer Service

Carnival Cruise/Arise
06.2018 - 01.2022
  • Prepared invitations, VIP letters, and other letters requested by HD and GSM.
  • Made changes to bookings, such as names, dates, ships, and sail dates.
  • Help customers navigate the Carnival website.
  • Ensured group set-ups and venues are in order.
  • Scheduled and monitor the use of lounges for all group events via the Groups Management System.
  • Plan and organize last-minute groups and venue requests.
  • Respond and document all group queries and liaise with the GSM and HD for resolution.

Call Center Supervisor

Asurion Insurance Services
01.2014 - 03.2018
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
  • Maintained up-to-date knowledge of products and services offered to customers.

Education

High School -

South Iredell High School
Statesville, NC
01.1993

Skills

  • Time management
  • Conflict resolution
  • Communication skills
  • Active listening
  • Problem solving
  • Microsoft outlook
  • Leadership
  • Sales
  • Quality assurance
  • Troubleshooting and diagnosing
  • Teamwork and collaboration
  • Documentation skills
  • Persuasion techniques
  • Upselling and cross selling
  • Customer relations
  • Decision-making
  • Persuasion strategies
  • Talent acquisition
  • Termination documentation
  • Documentation and recordkeeping
  • Call monitoring
  • Coaching and mentoring

Timeline

Retention Specialist

Charter
05.2023 - Current

Fulfillment Center Warehouse Associate

Amazon
01.2022 - Current

Customer Service

Carnival Cruise/Arise
06.2018 - 01.2022

Call Center Supervisor

Asurion Insurance Services
01.2014 - 03.2018

High School -

South Iredell High School

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TOSHA FLEMING