Tamera Burden
Kennesaw
Summary
Results-driven professional with 3 years of experience in social media customer operations, adept at managing online customer interactions across platforms to enhance brand loyalty and satisfaction. Skilled in digital communication, conflict resolution, and social listening, with a proven track record of reducing response times, boosting engagement, and streamlining support workflows. Skilled in interpersonal communication, product troubleshooting, documenting, investigating, and handling customer support through chat, calls, and email.
Overview
8
8
years of professional experience
Work History
Social Media- Customer Operations
Papa Johns International
Atlanta
07.2021 - 05.2024
- Oversaw social media account operations, providing prompt responses to customer posts and implementing monitoring protocols with Sprinklr and Sprout Social
- Liaised with local stores to facilitate customer issue resolution through systematic ticketing processes
- Conducted regular updates to online profiles and performed market research to assess and enhance the online customer experience.
Authorizer
American Home Shield
02.2020 - 07.2021
- Analyzed home warranty contracts to determine coverage limits and facilitated informed decision-making in service request adjudication.
- Administered repair work authorizations in compliance with warranty claims, maintaining service quality and timely resolution of issues.
- Communicated technical and diagnostic findings to homeowners, improving comprehension of warranty provisions and supporting a clear customer service experience.
Customer Service
Amazon
05.2020 - 11.2020
- Delivered comprehensive technical support, effectively addressing customer inquiries through phone, email, and web, ensuring adherence to departmental service standards.
- Diagnosed and communicated solutions for a multitude of technical issues, enhancing customer satisfaction and service restoration across multiple platforms.
- Partnered with supervisory teams to escalate complex customer concerns, facilitating timely and appropriate resolutions.
E-Commerce Specialist
Kroger
Atlanta
11.2016 - 12.2019
- Oversaw the timely and accurate processing of customer orders, managing inventory levels to meet demand, and maintaining the highest standards of quality and safety.
- Provided strong leadership to a diverse team of 15 plus employees, fostering a collaborative environment while implementing training programs to enhance employee skills and performance.
- Utilized problem-solving abilities to address and resolve customer inquiries and complaints, maintaining customer satisfaction.
- Contributed to the consistent growth of the online grocery segment Through strategic planning and effective resource management.
- Drove improvements in operational efficiency and customer service excellence.
Education
Bachelor of Arts -
Georgia State University
Atlanta, GA12.2018
Study Abroad - Business and Economics of South Africa
Georgia State University
Atlanta, GA08.2017
Skills
- Administrative Support
- Social Media
- Communication Skills
- Interpersonal Skills
- Customer Complaint Resolution
- Call Center Experience
- Order Management
- Client Engagement
- Team Training and Development
- Complaint Handling
- Product troubleshooting
- Call Center Operations
- Creative Problem Solving
- Microsoft Word
- Microsoft Excel
- Microsoft Teams
- Microsoft Outlook
- Microsoft Powerpoint
- Flexibility
- Business Process Improvement
- Inventory Control
- Spreadsheets
- Data Entry
- Follow-Up Skills
- Live Chat Support
- Report Generation
- Escalation Management
- Data Analysis
- Customer Relationship Management (CRM)
- Zendesk
- Hubspot
- Upselling and Cross Selling
- Interpersonal Communication
- Customer issues
- Research
- Analytical Skills
- Time management
- Inventory management
- Resource Allocation
- Multitask
- Sprinklr
- Sprout Social
Timeline
Social Media- Customer Operations
Papa Johns International
07.2021 - 05.2024
Customer Service
Amazon
05.2020 - 11.2020
Authorizer
American Home Shield
02.2020 - 07.2021
E-Commerce Specialist
Kroger
11.2016 - 12.2019
Bachelor of Arts -
Georgia State University
Study Abroad - Business and Economics of South Africa
Georgia State University