Shyericka Tumlin
Houston,TX
Summary
Dynamic professional with a proven track record at Cash App, enhancing customer satisfaction and organizational performance through innovative problem-solving and effective communication. Expert in operations management and cross-functional collaboration, I've significantly improved resolution times and complaint handling, showcasing exceptional interpersonal skills and a commitment to process improvement.
Overview
7
7
years of professional experience
Work History
Executive Escalation Relations Specialist
Cash App
07.2022 - Current
- Successfully de-escalated tense situations with dissatisfied customers, employing effective communication and problem-solving skills.
- Became an expert in the Cash App Product, consistently delivering customer resolutions within program Service Level Agreements (SLAs).
- Managed complaint escalations effectively across multiple channels, including in-app messaging, voice, and email, ensuring timely and satisfactory resolutions.
- Took proactive action on customer accounts, addressing consumer issues promptly and efficiently.
- Handled threat complaints; threat identification, swift response mechanisms, and collaboration with relevant teams to address and resolve issues effectively.
- Remediate all Tier 1 and Tier 2 high-severity complaints received.
- Managed a high-volume caseload of customer complaints 500+ week, consistently meeting or exceeding resolution targets
Customer Success Payroll Specialist
Square
11.2021 - 07.2022
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to over 1000+ employees weekly regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Addressed merchant onboarding issues, offering practical solutions to enhance the onboarding process.
- Collaborated with the Square Payroll team to identify and implement improvements in customer onboarding procedures.
- Assisted in the preparation and processing of quarterly tax filings and payments for Square Payroll customers.
Customer Service Representative- General Queue
Square
10.2021 - 11.2021
- Connected with sellers to understand their business needs and demonstrated how Square products could support them in starting, running, and growing their business.
- Identified, documented, and took ownership of customer issues, ensuring problems were resolved and escalating feature requests when necessary.
- Managed inbound calls 500+, efficiently to elevate the customer experience with Square products at a rapid pace
- Applied creative problem-solving techniques to address seller inquiries, collaborating with partners, utilizing available resources, and seeking guidance from leadership.
- Identified opportunities to cross-sell Square products by educating customers on the benefits of Square's ecosystem.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Key Account Manager
Bunzl Distribution NA
12.2019 - 09.2021
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problem-solving.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Led a team of 4 Key Account Customer Service Specialists, overseeing and ensuring the efficient handling of customer concerns and grievances
- Lead point of contact for all key client matters, anticipate the client’s needs, work within the company to ensure deadlines for the client were met, and help the client succeed
- Managed over 15 Key Accounts, including National Accounts such as Walmart, Target & UNFI.
- Schedule, organize and prioritize work to meet customer and product deadline scheduling demands promptly, accurately, and efficiently.
- Collaborating with sales team to maximize profit by cross selling
- Successfully embraced change during Bunzl's internal reorganization, adapting to new leadership and methods.
- Collaborated cross-functionally with departments such as Purchasing, Account Receivables, Warehouse, and supply chain to achieve departmental goals.
Adminstrative Assistant
Bunzl Distribution NA
09.2018 - 12.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Offered invaluable administrative support to Vice Presidents and office managers, demonstrating prowess in maintaining complex calendars, managing phones, and orchestrating seamless travel arrangements.
- Executed tasks with precision, including booking and confirming travel arrangements, handling incoming and outgoing correspondence, scheduling meetings, creating agendas, and placing catering orders.
- Established and maintained a systematic filing system, streamlining access to critical information for enhanced efficiency.
Operations Administrative Assistant
Amazon
08.2017 - 09.2019
- Expertly navigate systems to clear flags and strategically assess attendance points for associates.
- Showcase precision in ensuring proper coding, including meticulous management of vacation requests for associates.
- Take charge in making accurate corrections for staffing agencies, demonstrating a commitment to detail and accuracy.
- Exhibit keen attention to detail in identifying, tracking, and reconciling missing in/out and lunch punches.
- Secure manager approval while swiftly clearing discrepancies associated with Time of Task Flags.
- Play a pivotal role in safety and dock audits, contributing to a culture of compliance and excellence.
- Showcase exceptional organizational skills by typing and publishing reports for managers, streamlining communication.
- Collaborate with managers in running and tracking production reports, actively contributing to operational efficiency.
Education
Associate of Arts - Business Administration
Columbia College
Saint Louis, Mo12-2025
Skills
- Interpersonal skills
- Operations management
- Executive support
- Data Analysis and Reporting
- Process Improvement
- Customer Satisfaction Enhancement
- Root Cause Analysis
- Cross-Functional Communication
Timeline
Executive Escalation Relations Specialist
Cash App
07.2022 - Current
Customer Success Payroll Specialist
Square
11.2021 - 07.2022
Customer Service Representative- General Queue
Square
10.2021 - 11.2021
Key Account Manager
Bunzl Distribution NA
12.2019 - 09.2021
Adminstrative Assistant
Bunzl Distribution NA
09.2018 - 12.2019
Operations Administrative Assistant
Amazon
08.2017 - 09.2019
Associate of Arts - Business Administration
Columbia College
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