TYSHANEKA DOUGLAS
Sr. Customer Service Representative
Indianapolis,IN
Summary
A knowledgeable and dedicated customer service professional with extensive experience in resolving account and service concerns for customers. Seeking the opportunity to utilize and grow my experience and interpersonal skills with a company that shares the same quality standards.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Retention Customer Service Representative
Liberty Mutual Insurance
10.2018 - Current
- Provides exceptional customer service to all inbound customer calls regarding personal lines policies.
- Champion a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Provides customer service on the Digital Experience Team, assisting customers with policy inquiries through webchat and text messages.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Dedicated team member on the Continuous Improvement Team that specializes on improving processes and procedures for the betterment of the company and customers.
- Earned recognition as a top performer (2023 COE) consistently exceeding targets throughout my tenure as a specialist in the CRC.
Detention Officer
DuComb Detention Center
06.2018 - 10.2018
- Attended to feeding, housing, and physical well-being of inmates.
- Created and maintained positive relationships with inmates to build rapport and trust.
- Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
- Conducted physical searches of prisoners and premises in search of weapons and contraband.
- Processed prisoners through appropriate identification and documentation processes as part of facility booking procedures.
Patient Care Rep/Team Lead
Dynamic Synergy
09.2015 - 06.2018
- Within a year I was promoted to Team Lead Support.
- Acted as a liaison between the patient and the doctor's office to renew annual prescriptions on behalf of the patient.
- Followed HIPPA and FWA guidelines on a daily consistent basis.
- Trained new hires on how to perform the duties of the job and how to utilize our software programs.
Cash Logistics Processor
Brink's Incorporated
05.2015 - 09.2015
- Prepared cash shipments and verified bank deposits.
- Prepared outbound currency orders and replenishments.
- Counted, verified, and reported currency inventory daily.
- Processed, verified and reconciled inbound and outbound currency transactions.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH 06.2023 - 01.2025
Associate of Applied Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH 08.2021 - 2023.05
Skills
Proficient in Microsoft Word, Excel, CSW, Triton
Timeline
Bachelor of Science - Criminal Justice
Southern New Hampshire University
06.2023 - 01.2025
Associate of Applied Science - Criminal Justice
Southern New Hampshire University
08.2021 - 2023.05
Retention Customer Service Representative
Liberty Mutual Insurance
10.2018 - Current
Detention Officer
DuComb Detention Center
06.2018 - 10.2018
Patient Care Rep/Team Lead
Dynamic Synergy
09.2015 - 06.2018
Cash Logistics Processor
Brink's Incorporated
05.2015 - 09.2015
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