Tianna Reed
Williamsburg
Summary
Dynamic call center professional with extensive experience in team management and customer service. Recognized for implementing effective training programs and quality assurance measures that drive team performance and elevate customer satisfaction.
Overview
10
10
years of professional experience
Work History
Call Center Team Lead
Bed Bath Beyond
04.2022 - Current
- Led team of customer service representatives to enhance operational efficiency and improve response times.
- Developed training programs to elevate staff performance and ensure consistent service delivery standards.
- Implemented quality assurance measures to monitor calls and provide constructive feedback for improvement.
- Analyzed call center metrics to identify trends and recommend strategies for process optimization.
- Coordinated scheduling and workflow management to maximize resource allocation and productivity.
- Resolved escalated customer issues, enhancing satisfaction through effective problem-solving techniques.
- Collaborated with cross-functional teams to align customer service initiatives with overall business objectives.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
Call Center Sales Representative
Chico's FAS
01.2018 - 03.2021
- Exceeded sales targets by effectively promoting product features and benefits to customers.
- Developed strong customer relationships through personalized service and follow-up communications.
- Trained new representatives on sales techniques and company policies to enhance team performance.
- Analyzed customer feedback to identify trends and improve service delivery methods.
- Led team meetings focused on sharing best practices and motivating staff toward common goals.
- Resolved complex customer issues, ensuring satisfaction while maintaining company standards for service excellence.
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
Call Center Representative
OnStar
02.2016 - 01.2018
- Assisted customers with inquiries, providing timely and accurate information on services and products.
- Handled high volumes of incoming calls while maintaining professionalism and empathy in customer interactions.
- Resolved customer issues by actively listening and employing problem-solving skills to achieve satisfactory outcomes.
- Utilized CRM software to document interactions, ensuring accurate record-keeping for follow-up actions.
- Collaborated with team members to streamline processes, enhancing overall efficiency in call handling procedures.
- Adapted quickly to new systems and protocols, contributing to training sessions for new hires on best practices.
- Monitored call metrics, identifying trends to suggest improvements in service delivery and customer satisfaction.
Education
Associate of Science - Nursing Education
Lake Sumter Community College
Leesburg, FL05-2020
Skills
- Call center customer service
- Team management
- Escalation handling
- Quality assurance
- Employee development
- Policy enforcement
- Staff motivation
- Coaching and mentoring
- Scripting
- Account updating
- Documentation expertise
- Customer service
- Problem-solving
- Problem-solving skills
- Multitasking
Timeline
Call Center Team Lead
Bed Bath Beyond
04.2022 - Current
Call Center Sales Representative
Chico's FAS
01.2018 - 03.2021
Call Center Representative
OnStar
02.2016 - 01.2018
Associate of Science - Nursing Education
Lake Sumter Community College