Tiana Hanauer
Virginia Beach
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Inside Sales Support Representative
Xerox
05.2024 - Current
- Assisted customers with sales needs such as inventory and shipping questions.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Boosted customer satisfaction by promptly addressing inquiries and providing accurate product information.
- Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule.
- Facilitated communication between sales representatives and other departments to ensure seamless order fulfillment processes.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Inside Sales Support Representative Team Lead
Xerox
05.2023 - 05.2024
- Monitored employee productivity and motivated team to meet daily goals.
- Provided accurate and detailed quotes for customers to maintain customer satisfaction.
- Stayed on top of changes in company offerings and policies by remaining in frequent contact with service, inventory management and technical personnel.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Collaborated with international sales, manufacturing and shipping departments to process necessary documentation and manage related logistics.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Provided training and product support for other members of sales team.
Inside Sales Support Representative
Xerox
10.2021 - 05.2023
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Collaborated with international sales, manufacturing and shipping departments to process necessary documentation and manage related logistics.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Maintained accurate sales forecasting reports.
Customer Care Center Agent
Xerox
07.2017 - 10.2021
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Maintained satisfaction with customers by providing exceptional service and support.
- Updated organizational databases with customer information, including contact information and addresses.
- Followed up on emailed or web-submitted customer inquiries within 1 hour.
- Kept customer and system account information accurate and current to support timely resolutions for all concerns.
- Diminished process lags, training new hires on customer service protocols and best practices.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Customer Experience Coordinator
TJX Companies
01.2015 - 07.2017
- Exchanged and returned items, noting all details in company database and placed returned merchandise in bins for restocking.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Greeted customers and responded to informational requests.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Handled
customer
complaints
and
concerns promptly, escalating complex issues to direct supervisor for quick resolution. - Collected merchandise from store and searched back-end locations for customer purchases.
- Organized cash movements between offices and to or from banks.
- Balanced overall budget, measuring daily cash access needs against money safe contents and communicating with managers to replenish supply of cash on hand when necessary.
- Reconciled daily cash variance reports, tracking overages and shortages through compilation of summary reports and comparing against past variances to isolate and address possible causes.
- Investigated and solved account issues to maintain current and accurate money systems.
- Prepared and checked cashier register tills.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges.
Nursery Worker
Saint John’s The Apostle Catholic Church
01.2014 - 02.2015
- Secured indoor and outdoor premises to protect children under care.
- Maintained organized and clean classroom and work areas.
- Engaged groups of culturally diverse children in creative, safe and focused setting.
- Kept children safe and secure at all times.
- Incorporated music and art activities to encourage creativity and expression.
- Assisted children in developing fine motor skills in preparation for preschool and kindergarten.
Education
Bachelor of Science - Business Administration
Strayer University
Washington, DC09.2024
High School Diploma -
Floyd Kellam High School
Virginia Beach, VA06-2014
Skills
- Payment processing
- Data evaluation
- Conflict mediation
- Customer relations
- Data entry
- Customer service
- Call center experience
- Inbound and outbound calling
- Salesforce proficiency
- Sales forecasting
Education and Training
true
Timeline
Inside Sales Support Representative
Xerox
05.2024 - Current
Inside Sales Support Representative Team Lead
Xerox
05.2023 - 05.2024
Inside Sales Support Representative
Xerox
10.2021 - 05.2023
Customer Care Center Agent
Xerox
07.2017 - 10.2021
Customer Experience Coordinator
TJX Companies
01.2015 - 07.2017
Nursery Worker
Saint John’s The Apostle Catholic Church
01.2014 - 02.2015
Bachelor of Science - Business Administration
Strayer University
High School Diploma -
Floyd Kellam High School
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