Tami Silks

About Tami Silks

I am a dynamic, solutions-oriented service leader with a proven track record of…

Experience

1. Vip Member Relations Lead

   Belong

   Jun 2024 — Present · Miami, FL, US

   Successfully manages and resolves escalated work orders with critical thinking and problem-solving skills, minimizing further escalation and maximizing client satisfaction.Monitors escalation metrics to track performance against SLAs and targets, proactively identifying trends, root causes, and opportunities for improvement through data analysis.Compiles detailed executive reports with actionable insights to enhance escalation management processes and improve response and resolution times.Develops and implements innovative, long-term solutions for recurring issues, ensuring sustained satisfaction for residents and homeowners.Maintains clear, proactive, and empathetic communication with residents, homeowners, and internal teams, building strong relationships to streamline processes.Ensures stakeholders receive timely updates on progress, resolutions, and follow-up actions to facilitate future resolution efforts.Collaborates cross-functionally with Homecare, Customer Support, Product, Sales, and Quality teams to create and implement efficient, high-impact problem-solving strategies.Partners closely with the Quality team to enhance CSAT scores by identifying improvement areas and implementing feedback loops.Conducts follow-ups on negative surveys and CSAT scores to deliver effective escalation resolutions, driving client retention and satisfaction.Delivers ongoing training to multiple teams, aligning them on best practices for escalation resolution and equipping them for success.Fosters a collaborative environment that encourages sharing of information and best practices, increasing overall efficiency in escalation management.Strategically develops and oversees a nationwide vendor network, negotiating contracts, setting service standards, and driving continuous improvements to deliver prompt, cost-effective, and high-quality repair solutions.