Tanika Wallace Email & Phone Number

Dublin, Ohio, United States

Diligent and customer-focused professional with a successful track record managing Home Warranty Accounts for three companies. Proven expertise in navigating CRM systems, implementing negotiation tools, and providing exemplary customer support.Key Accomplishments:Successfully maintained Home Warranty Accounts for three companies, involving dynamic responsibilities such as changing and selling service plans.Utilized effective negotiation tools to retain customers, showcasing a talent for resolving complex customer issues.Provided customers with comprehensive product information and enrolled them in customized plans via phone and email, demonstrating excellent communication skills.De-escalated irate and challenging calls by educating customers about protection plans, exclusions, and resolving billing issues with a focus on customer satisfaction.Supported new hires through comprehensive training, offering assistance for challenging calls, and providing continuous mentoring to exceed performance objectives.Navigated CRM systems and procedures to determine service request eligibility, ensuring accurate and timely resolutions.Located and dispatched contractors for repair or replacement of covered lines and systems, maintaining effective communication with customers throughout the process.Received the prestigious "Quarterly Recognition" award for outstanding performance, surpassing standard targets in all observed performance objectives during the 3rd quarter of 2023.Actively engaged in ongoing learning initiatives to stay updated on industry trends and best practices in Home Warranty and Customer Service.

Aiken, South Carolina, United States

• Maintained Natural Gas Service Accounts data for over 300,000 customers while making appointments, scheduling installations, changing and selling service plans, utilizing negotiation tools to retain customers.• Achieved a quality average of 99 % and accuracy average of 100%, surpassing the benchmark of 97% and 99.8% respectively.• Supported approximately 15 new representatives per hiring class by providing training and assistance for challenging calls and continuously mentored and motivated them to exceed the performance objectives.• Appointed by leadership to assist representatives on the CRS assistance line by helping to de-escalating irate and challenging calls, educating customer relations specialists who were uncertain of billing resolutions and providing training on proper procedures and problem-solving strategies.• Consulted with representatives from the Department of Human Resources and identified, researched and resolved all unique inquiries and escalated calls to ensure low-income qualified customers received federal funding to assist with bills.• Selected to complete special projects, i.e. Rate renewals, Retention/Recovery and assist Atlanta Contract commercial, based on the quality of customer service rendered and ability to work independently.• Specialized in residential, commercial and industrial accounts.• Awarded the “Top Performer” of new service in 2017, 2018 and 2019 for outstanding performance and exceeding the standard target for the observed performance objectives in all areas.• Awarded the “BST Sales Challenge” award for three times in 2019 for exceeding monthly sales goals.

Bachelor Of Science - Bs, Chemical Engineering

Cyber Security

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