- Murphy, Texas
- February 13, 2025
Results-driven professional with 10+ years of personal and detailed oriented customer service experience. I am accomplished and client-focused in driving client success and business results. I also excel at devising and executing strategic procedures and customer retention in compliance with business objectives. Decisive and visionary with a demonstrated ability to plan and achieve company and team success goals. Diplomatic and proactive problem solver focused on finding solutions for customers and teams. Able to forge solid relationships with partners and build consensus across multiple organizational levels.
Education
Experience
• Build strong relationships with participants by actively listening to their needs and providing personalized solutions for their financial goals and objectives.
• Facilitate seamless financial transactions and service participant requests with accuracy and efficiency.
• Leverage in-depth knowledge of TIAA products and services to provide clear, concise explanations and tailored recommendations to empower participants to make informed decisions.
• Collaborate with internal business partners to connect participants with specialized expertise, thus ensuring comprehensive support and guidance to achieve their desired financial outcomes.
• Provided technical support for mobile applications and SaaS products, expertly managed and resolved Jira tickets to ensure timely issue resolution and customer satisfaction.
• Collaborated with the QA team to test and validate new features across multiple products, ensuring seamless functionality and quality before release.
• Conducted thorough testing and quality assurance, including browser compatibility testing on Chrome, Safari, Firefox, and Edge, to identify and report defects and collaborated with cross-functional teams to resolve issues.
• Delivered exceptional customer service and drove client satisfaction and loyalty through proactive issue resolution, strategic planning, and tailored support, improving client experience and increasing company profitability.
• Developed and implemented process improvements, created and executed departmental SOPs, managed special projects and oversaw client deliverables to ensure timely completion and excellence.
• Worked jointly with the sales teams, drove business growth, and leveraged industry knowledge and product expertise to oversee pre-sales processes.
• Managed client expectations and resolved escalated billing issues while actively engaging in ongoing training and development programs.
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