Tiera Lamb

With over a decade of experience in customer service and team leadership, I have honed my skills in resolving complex issues and optimizing workflows. My journey began as a Customer Service Agent at Delta Dental, where I managed a high volume of inbound calls, assisting customers and dental offices with claims and benefits. My commitment to delivering tailored solutions while maintaining professionalism has been a cornerstone of my career.

As a Customer Service Team Lead, I directed the resolution of escalated customer issues, achieving an impressive 95% first-call resolution rate. I designed innovative workflows and tools, such as a SharePoint PC tracker, to streamline processes across departments. My leadership in cross-functional training initiatives resulted in a 20% efficiency improvement, showcasing my ability to enhance team performance and drive customer success through data-driven strategies.