Tahkyla Farquharson

I have been promoted from a Customer Service Agent to a Resource Specialist. In this role, I assist customer service agents with questions and concerns during calls via chat, providing the necessary information and support. I also conduct Quality Audits (QAs), where I listen to or review calls and assign performance scores. I lead a team and conduct weekly one-on-one meetings with agents to discuss areas for improvement, commend their successes, share tips and tricks, and review their overall performance. Additionally, I handle emails related to invoice adjustments, payment schedules, and updating information.

• Identified useful resources and coordinated referrals.
• Enhanced resource allocation efficiency by streamlining the procurement process and implementing inventory management strategies.
• Designed robust contingency plans to ensure uninterrupted supply chain flow during unforeseen events or disruptions.
• Collaborated with cross-functional teams to identify resource gaps and create solutions for streamlined operations.
• Helped formulate Type plans and complied with all outlined improvement goals.
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
• Boosted team morale through recognition programs that acknowledged excellent performance.
• Maintained comprehensive records of agent interactions using CRM software while ensuring data privacy compliance.
• Analyzed data trends to identify areas for improvement in agent support processes.
• Participated in cross-functional initiatives to enhance overall operational effectiveness across departments.
• Continuously updated personal knowledge on industry trends and best practices to provide informed recommendations on improvements to existing processes or tools used by agents during their daily work activities.
• Streamlined agent onboarding process for greater efficiency and reduced training time.
• Collaborated with team members to resolve complex issues, improving overall service quality.

Worked as a third-party representative for Public Partnerships, delivering exceptional customer service to 65-100 individuals daily who required assistance due to their inability to function independently. Facilitated the enrollment of caregivers into the program, managed account creation, account unlocking, password resets, billing information updates, and contact information updates. Resolved complex issues and provided technical support. Additionally, served as a supervisor multiple times, training new agents to become proficient customer service representatives for PPL.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Consistently met or exceeded speed, accuracy, and volume goals.
• Work with customers to determine requirements and handle complaints
• Entered customer information into a customized computer system using CRM/Five9 to document and organize client records.

I assisted customers in selecting and locating shoes, ensuring proper packaging and timely shipment to fulfill online orders. Provided exceptional customer service and maintained a positive atmosphere for customers both in-store and around the premises. Guided customers in finding the perfect shoe and correct size, operated the cash register, and enrolled customers in loyalty programs, sweepstakes, product launches, and events by collecting their first and last names, email addresses, and phone numbers. Demonstrated strong problem-solving skills by efficiently resolving technical issues with the registers.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Built relationships with customers to encourage repeat business.
• Managed returns, exchanges and refunds in accordance with store policy.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Helped customers locate products and checked store system for merchandise at other sites.
• Answered customer questions about sizing, accessories, and merchandise care.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Took incoming phone calls and answered them with information about products, services, store hours, policies, and promotions.
• Sold a variety of products by explaining their unique features and instructing customers on how to use them properly.
• Consistently met or exceeded upselling, donation, and credit card sign-up targets by leveraging excellent communication and interpersonal
• strengths.
• Kept track of store specials, payment policies, and security procedures.
• Suggested the best merchandise based on the needs and desires of the customer.
• Worked with other members of the sales team to meet group goals
• Set up new merchandise with attractive displays and signage to encourage customer sales and move overstock items.
• Kept track of product, service, and company policy information so that I could help coworkers and customers.

Managed an online/ in store clothing and purse boutique, overseeing all aspects of operations to ensure a seamless customer experience. Responsibilities included capturing high-quality product images, executing promotional campaigns, and updating the inventory bi-weekly. Prioritized customer satisfaction by providing exceptional service through phone, email, and text, assisting with site navigation, payment plans, order tracking, and discount codes. Successfully packaged and shipped over 1,000 orders, ensuring customers received timely tracking information for their purchases.

• Conducted thorough competitor analysis to identify market trends, gaps, and opportunities for differentiation.
• Managed annual budget allocation across various digital channels, ensuring efficient use of resources for maximum ROI.
• Streamlined online customer journey, resulting in enhanced user satisfaction and increased time spent on site.
• Used Shopify to analyze and interpret store trends to aid planning.
• Looked for industry trends on social media and through online sources.
• Sold a variety of products by explaining their unique features and instructing customers on how to use them properly.
• Promoted customer loyalty by resolving escalated conflicts to complete satisfaction.
• Took incoming phone calls and answered them with information about products, services, store hours, policies, and promotions. Customers
• Received merchandise recommendations based on their needs and preferences.
• Consistently met or exceeded upselling, donation, and credit card sign-up targets by leveraging excellent communication and interpersonal strengths.
• Set up new merchandise with attractive displays and signage to encourage customer sales and move overstock items.
• Kept track of product, service, and company policy information
• Kept store nice and up to date decorations throughout the year and holidays.