Tawana Stubbs
Peachtree Corners
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Charter Spectrum
07.2019 - 07.2025
- Enhanced service quality by analyzing customer feedback for process improvements.
- Reduced average response time through streamlined call handling initiatives.
- Coached team members by monitoring performance metrics for improved effectiveness.
- Boosted customer retention by implementing best practices in conflict resolution.
- Assisted customers in informed purchasing through developed product knowledge.
- Established rapport by actively listening to customers' unique needs.
Customer Service Representative
Comcast, Xfinity
01.2015 - 04.2019
- Managed customer inquiries through phone and online channels, ensuring timely resolution and satisfaction.
- Developed and maintained knowledge of products and services to provide accurate information to customers.
- Trained new team members on processes, tools, and customer service protocols to enhance team performance.
- Collaborated with cross-functional teams to address complex customer issues and improve service delivery.
Customer Service Representative
Time Warner Cable
11.2011 - 10.2013
- Delivered exceptional customer service for account maintenance and billing inquiries.
- Facilitated service upgrades and reconnections for video and high-speed data services.
- Conducted upselling of video and ancillary services to enhance customer experience.
- Resolved billing and service issues while adhering to company policies and procedures.
- Utilized computer systems for accurate data entry and necessary follow-ups.
Mental Health Caregiver
East Central Regional Hospital
03.2007 - 10.2008
- Assist patients with Activities of Daily Living.
- Chart behavior for next shift.
- Assist patients with learning modules.
- Provide ongoing care to the mentally disable.
- Escorting consumer on and off campus appointments and outings.
Customer Care Associate
Site One
08.2005 - 03.2007
- Analyzed and resolved any technical issues that may arise with services.
- Advised customers on self-help billing options and billing due dates.
- Closed sales by addressing client concerns and consistently moving the client towards commitment.
- Initiated Issue Track tickets pertaining to refunds, billing and quality assurance issues.
- Performed Accounts Receivable processes; including billing, collections, and dispute resolution.
- Established and exceeded new accounts and daily sale quota.
- Recognize, Empathize, and Resolve customer's issues within the allotted time per call.
Education
College Prep/Vocational Diploma -
Central High School
Talbotton, Ga01.1991
Skills
- Client support
- Effective listening skills
- Analytical reasoning
- Accurate data entry
Certification
Certified Nursing Assistant, Flint River Technical College
Timeline
Customer Service Representative
Charter Spectrum
07.2019 - 07.2025
Customer Service Representative
Comcast, Xfinity
01.2015 - 04.2019
Customer Service Representative
Time Warner Cable
11.2011 - 10.2013
Mental Health Caregiver
East Central Regional Hospital
03.2007 - 10.2008
Customer Care Associate
Site One
08.2005 - 03.2007
College Prep/Vocational Diploma -
Central High School