Tatum Tso
Fort Defiance
Summary
Offering strong communication skills and positive attitude, eager to learn and excel in customer-oriented environment. Brings ability to quickly absorb and apply new information, along with dedication to using technology efficiently for problem resolution. Ready to use and develop communication and problem-solving skills.
Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.
Developed strong communication and problem-solving skills within high-paced customer service environment. Excel at efficiently managing inquiries and resolving issues using technology-driven solutions. Seeking to transition to new field where these transferable skills can drive impactful results.
Upbeat, customer-focused, and adaptable with knack for effective communication and problem-solving. Possesses knowledge of customer service principles and leverages technology to handle inquiries and resolve issues efficiently. Committed to delivering exceptional service to enhance customer satisfaction and drive loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2
2
years of professional experience
Work History
Contact Center Agent
Navajo Tribal Utility Authority
04.2024 - 09.2024
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Entered customer information into customized computer system with Paymentus and Cisco Finesse to document and organize client records.
- Entered customer information into customized computer system with Cisco Finesse to document and organize client records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed strong relationships with customers, fostering loyalty and repeat business for the contact center.
- Contributed towards the achievement of team and organizational goals by actively participating in performance-driven initiatives, resulting in increased efficiency for the contact center.
- Reduced average call handling time through effective problem-solving skills and utilizing available resources.
Administrative Assistant
Navajo Housing Authority
08.2022 - 12.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Processed applications for Emergency Rental Assistance Program. Made sure applicant had all documents attached.
- Contacted Apartment complexes to obtain lease and W9.
- Contacted Utility companies to obtain account ledger.
- Contacted wifi companies to obtain bill ledger.
- Created RDP's to send to treasury dept to process payments for applicants.
- Contacted applicants to obtain further information.
Education
No Degree - Business Administration
University of Arizona
Tucson, AZNo Degree - General Studies
Chinle High School
Chinle, AZ05-2010
Skills
- Problem-solving skills
- Office administration
- Answering questions
- Administrative support
- Gathering information
- Microsoft Word
- Follow-up skills
- Microsoft Excel
- File organization
- Schedule adherence
- Microsoft outlook
- Customer and client relations
- Typing speed
- Computer proficiency
- Filing
- Customer relations
- Call center operations
- Critical thinking
- Language proficiency
- Professional communication
- Call handling
- Customer service
- Call center customer service
- Customer communications
- Verbal communication
- Inbound phone calls
- Customer support
- Professional and mature
- Communicating with clients
Languages
Navajo
Native or Bilingual
Timeline
Contact Center Agent
Navajo Tribal Utility Authority
04.2024 - 09.2024
Administrative Assistant
Navajo Housing Authority
08.2022 - 12.2022
No Degree - Business Administration
University of Arizona
No Degree - General Studies
Chinle High School
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