Tera Tamashaitis
Chicopee,MA
Summary
Experienced with managing client support operations, ensuring high levels of customer satisfaction. Utilizes strong problem-solving skills and team leadership abilities. Knowledge of implementing effective process improvements to enhance client experiences.
Client support professional with strong background in managing support operations and delivering client satisfaction. Known for fostering team collaboration and meeting dynamic client needs. Trusted for problem-solving abilities and adaptability in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Support Manager
PayDay Employer Solutions
04.2024 - Current
- Participated in strategic planning sessions to align support objectives with broader organizational goals and priorities.
- Maintained detailed records of client interactions for easy reference during future engagements or escalations.
- Developed comprehensive training materials to ensure consistent support quality across the team.
- Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
- Fostered an environment that encouraged open communication, teamwork, and continuous learning among support team members.
- Coordinated regular team meetings to discuss progress, challenges, and best practices in client support management.
- Developed and implemented training programs for staff.
- Payroll Error Rate, Assessed the frequency of errors in payroll run totals
Customer Service Supervisor
Isolved
03.2023 - 03.2024
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Assisted in developing training materials for new hires as well as existing employees.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Customer Service Supervisor
Complete Payroll Solutions
02.2015 - 03.2023
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Bachelor of Arts - Elementary Education
Central Connecticut State University
New Britain, CT05-2006
Bachelor of Science - Communication Sciences
University of Connecticut
Storrs, CT12-1999
Skills
- Problem Resolution
- Customer Experience Improvement
- Staff Mentoring & Leadership
- Leading Team Meetings
- Staff Education And Training
- Employee Development
- Team Collaboration
- Management Collaboration
- Interdepartmental Communication
- Client Relations And Retention
- Adaptive Team Player
- Multi-Task Management
- Team management
- Sales support
- Client relationship building
- Complaint handling
Accomplishments
- Supervised team of 11 staff members.
- Collaborated with managerial team members in the development of SOP's
- Achieved a lower rate of csr payroll errors by introducing a payroll run checklist
- Collaborated with team of 3 in the development of a team that worked on transitioning clients to online. Developed trainings, procedures and documents.
Certification
- American Payroll Institute Fundamental Payroll Certification
Languages
English
French
Elementary
References
References available upon request.
Education and Training
Held FPC ; Preparing to take the CPP
Timeline
Client Support Manager
PayDay Employer Solutions
04.2024 - Current
Customer Service Supervisor
Isolved
03.2023 - 03.2024
Customer Service Supervisor
Complete Payroll Solutions
02.2015 - 03.2023
Bachelor of Science - Communication Sciences
University of Connecticut
Bachelor of Arts - Elementary Education
Central Connecticut State University
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