Tia Wilson
Sumter
Summary
Dedicated and results-driven Customer Service professional with over 6 years of experience managing high-volume customer inquiries, resolving complex account disputes, and optimizing client retention.
Proven track record in fast-paced call centers and retail environments, consistently meeting and exceeding performance metrics (KPls) for resolution time and customer satisfaction. Adept at handling sensitive financial transactions, fraud mitigation, and digital order management.
Overview
10
10
years of professional experience
Work History
Customer Support Agent
InfoCision
06.2024 - Current
- Serve as the primary, front-line point of contact for clients looking to liquidate vehicles, establishing immediate rapport and ensuring a seamless onboarding experience.
- Accurately gather, verify, and document vehicle specifications and customer data within the CRM database to facilitate quick valuation and transaction processing.
- Educate clients on the vehicle acquisition process, successfully converting inquiries into confirmed vehicle sales for auction house and private partner pipelines.
- Consistently meet or exceed daily call volume, quality assurance (QA), and customer satisfaction (CSAT) metrics.
Customer Support Agent
Foundever
02.2020 - 09.2023
- Managed high-volume inbound calls regarding consumer credit card accounts, maintaining a calm, empathetic, and professional demeanor during sensitive interactions.
- Investigated and processed billing discrepancies, billing adjustments, and formal fraud disputes, ensuring strict adherence to compliance regulations and financial policies.
- Authorized the removal of interest charges and late fees within approved financial guardrails to resolve escalations and boost long-term customer loyalty.
- Diagnosed and resolved general account inquiries, navigating multiple software screens simultaneously to provide rapid, first-contact resolutions (FCR)
Online Shopping & Fulfillment Associate
Walmart
05.2016 - 03.2022
- Executed digital order fulfillment strategies by meticulously picking, scanning, and auditing items for high-volume online consumer orders.
- Managed the staging, tracking, and staging operations of the digital commerce department to guarantee on-time curbside and home delivery windows.
- Interfaced directly with customers during order dispensing, resolving item substitutions or delays with high-quality service that preserved customer satisfaction.
- Collaborated closely with cross-functional store teams to maintain inventory accuracy and streamline department workflow efficiency.
Education
High School Diploma -
Sumter High School
Sumter, SC06.2000
Skills
- Customer Relations: Inbound/Outbound Calls, Escalation Resolution, Empathy & Active Listening,
First-Contact Resolution (FCR) - Technical Proficiencies: CRM Databases, Multi-line Phone Systems, Data Entry, Digital Order Management, Microsoft Office Suite
- Financial & Compliance: Billing & Invoicing, Fraud Dispute Investigation, Account Auditing, Regulatory Compliance
Timeline
Customer Support Agent
InfoCision
06.2024 - Current
Customer Support Agent
Foundever
02.2020 - 09.2023
Online Shopping & Fulfillment Associate
Walmart
05.2016 - 03.2022
High School Diploma -
Sumter High School