Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Timeline
Generic

Tanika Gilbert

Glade Spring,VA

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every team member a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

18
18
years of professional experience

Work History

Learning Lead

HSN
Piney Flats, TN
08.2021 - Current
  • Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Developed and maintained training materials, including job aids, handouts, and presentations.
  • Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
  • Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
  • Devised programs to develop executive potential among employees in lower-level positions.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Prepared custom training course materials and presentations for corporate training.
  • Organized educational seminars and workshops related to professional development topics.
  • Identified areas for improvement in training programs and collaborated with training team to implement changes.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Implemented performance management systems to track employee progress against established goals.
  • Created and offered additional materials to enhance training.
  • Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.
  • Mentored and onboarded new staff members to establish top client satisfaction.
  • Tracked attendees, participation and understanding of course material.
  • Produced high-quality videos for future training purposes.
  • Identified areas for improvement within existing training programs and provided recommendations for change.
  • Researched industry trends and best practices related to corporate learning and development initiatives.
  • Explained goals and expectations required of trainees.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Managed group of assigned Training Assistants
  • Tracked and keyed in training premium pay
  • Collaboration with Area Managers on a regular basis
  • Built relationships with team members
  • Lead by example on policy and procedures
  • Ability to work with little to no oversight

Operations Administrator

HSN
Piney Flats, TN
09.2020 - 08.2021
  • Maintained accurate records of all Timekeeping transactions.
  • Confirmed attendance, and call out processes.
  • Managed YMS, incoming and outgoing Tractors/Trailers.
  • Manned Security Gate.
  • Updated Staffing Requests
  • Updated Schedule's
  • Assisted with Yard Audits

Seasonal Learning Lead

HSN
Piney Flats, TN
08.2020 - 09.2020
  • Researched current trends in learning technologies, making recommendations for implementation.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Developed and facilitated training programs for employees to ensure they had the skills necessary to succeed in their roles.
  • Delivered presentations at industry conferences highlighting successful training initiatives implemented within the organization.
  • Led regular meetings with staff to discuss challenges encountered while performing job duties and identified solutions for improvement.
  • Assessed learners' comprehension levels after completing online courses or classroom activities.
  • Conducted needs assessments to identify areas where additional training was needed.
  • Explained goals and expectations required of trainees.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Created and implemented learning strategies that aligned with organizational objectives.
  • Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
  • Provided coaching and mentoring support to team members, assisting them with developing new competencies.
  • Acted as a liaison between management teams and trainers when addressing issues related to program content or design.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Provided guidance on best practices related to adult learning principles when creating instructional materials.
  • Implemented innovative approaches for delivering instruction that would enhance learner engagement and motivation levels.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Designed effective e-learning materials for use in corporate training initiatives.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Selected and assigned instructors to conduct training.
  • Collaborated with others to discuss new opportunities.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Understood and followed oral and written directions.
  • Completed day-to-day duties accurately and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Maintained schedule of class assignments to meet deadlines.
  • Planned and completed group projects, working smoothly with others.
  • Maintained updated knowledge through continuing education and advanced training.

MHE Operator

HSN
Piney Flats, TN
12.2017 - 08.2020
  • Processes, prepares and moves product accurately and efficiently according to established guidelines
  • A MHE II ensures department service levels, accuracy and quality processes are being met, while practicing safe work methods
  • He/she works independently and in a team environment as assigned and moves between job functions as needed
  • Performance of tasks requires the use of all MHE.- Performs job functions of a MHE I, Associate I or II as needed - Operates all Material Handling Equipment
  • Replenishes both deconsolidated and consolidated inventory
  • Consolidates product to make room in the warehouse for incoming product
  • Identifies process issues, such as inventory control issues, replenishment/stocking errors, etc
  • And presents them to the Team Lead or Supervisor for problem resolution.
  • Visually assessed materials for conformance to quality standards and shipping orders, removing nonconforming products and reporting for further action.
  • Stacked items onto pallets according to customer specifications.
  • Positioned lifting devices to secure material or products for transport to designated areas.
  • Organized warehouse space by moving stock around with the appropriate MHE equipment.
  • Minimized number of material moves and reduced backtracking and length of moves, resulting in optimum equipment and personnel deployment.
  • Positioned lifting devices around loaded pallets, skids and boxes to secure materials for transport to designated areas.
  • Adhered strictly to company policies regarding safety measures when operating MHE equipment.
  • Employed hand signals to communicate effectively with coworkers operating transport vehicles and direct movements from floor.
  • Developed and maintained strong working knowledge of products and handling requirements.
  • Communicated effectively with coworkers regarding job duties related to operating MHE equipment.
  • Transported materials between loading, unloading, processing and storage areas.
  • Inspected MHE for any defects prior to use, including checking brakes, lights, steering and other components.
  • Followed proper lifting techniques when handling heavy loads with a forklift or other machinery.
  • Loaded, unloaded, transported and stacked materials through careful operation of various warehouse equipment.
  • Operated motorized material handling equipment to transport materials and products in a safe and efficient manner.

Outbound Team Member

Elwood Staffing/NSE
Bristol, TN
08.2018 - 12.2018
  • The Associate processes, prepares and moves product accurately and efficiently according to established guidelines
  • An Associate I ensures department service levels, accuracy and quality processes are being met, while practicing safe work methods
  • He/she works independently and in a team environment as assigned and moves between job functions as needed
  • Performance of tasks may require limited use of material handling equipment
  • Places product in correct shipping container with appropriate dunnage
  • Places inserts and order summary in packages
  • Applies shipping labels
  • Randomly inspects packages Working in GTP, Speedlines and sidepack.
  • Maintained a clean and organized work area throughout shift.
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
  • Analyzed key performance indicators to identify effective strategies.
  • Assessed company operations for compliance with safety standards.
  • Maintained positive working relationship with fellow staff and management.
  • Improved knowledge and productivity through continuous education and learning from senior team leaders.

Sales and Customer Service Representative

AT&T
Lebanon, VA
01.2017 - 03.2018
  • Assisting with billing issues, offering money saving solutions, Taking customers lifestyle, budget, and tech savvy into consideration to make sure they are getting the most effectiveness out of the products and services
  • Being knowledgeable on the most up to date products and services
  • Being able to recommend a services that is going to help them with all of the everyday needs that they may have,either in entertainment such as television services or streaming, as well as cell phone service plans, devices and internet services
  • Using multiple systems to access different databases to insure proper documentation of the call and the clients needs.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained schedule of class assignments to meet deadlines.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Understood and followed oral and written directions.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Collaborated with others to discuss new opportunities.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked with cross-functional teams to achieve goals.
  • Maintained updated knowledge through continuing education and advanced training.

Negotiator

Dex Media
Bristol, TN
09.2015 - 01.2017
  • Claims, billing issues, advertising issues, digital issues, customer service, escalations.
  • Developed and implemented negotiation strategies to achieve desired outcomes.
  • Advised senior management on various negotiating strategies based on industry best practices.
  • Negotiated with vendors, suppliers, customers, and other stakeholders on pricing, terms, contracts, agreements.
  • Drafted proposals outlining specific terms and conditions of proposed agreements.
  • Evaluated customer feedback regarding past deals in order to improve future negotiations.
  • Monitored competitor activities in order to stay ahead of industry trends.
  • Managed communication channels between parties throughout the entire negotiation process.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Collaborated with others to discuss new opportunities.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Customer Care Representative I

DexMedia
Bristol, TN
11.2013 - 08.2015
DexMediaystem, and many more programs.

Mid-Level Account Manager

Universal Companies
04.2013 - 09.2013
  • This was a promotion from customer service representative
  • Handling over 150 accounts, for customer service issues, orders, warranty related issues, product related questions, as well as attending trade shows
  • This job involves using AS400, Ripplestone, and RMS.
  • Developed strategies to increase revenue from existing accounts.
  • Greeted and assisted customers to foster positive experiences.
  • Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
  • Operated register, handled cash and processed credit card transactions.
  • Resolved customer complaints in a timely manner.
  • Sourced new opportunities to introduce products and services to potential customers.
  • Solicited feedback from customers on their experience with products or services.
  • Assisted in developing pricing models based on competitor analysis.
  • Developed successful customer relationships and quickly resolved service requests to increase sales.
  • Identified customer needs by asking questions and advising on best solutions.
  • Negotiated contracts and closed agreements to maximize profits.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided technical support to customers when needed.
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.

Customer Service Representative

Universal Companies
Abingdon, VA
07.2012 - 04.2013
  • Answering incoming customer service calls, as well as sales calls, assisting customers with their issues, containing product related situations, equipment related issues, warranty and returns this job involves using AS400, Ripplestone, and RMS.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Led on- and off-site customer support teams across multiple time zones.
  • Collected deposits or payments and arranged for billing.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Set up and activated customer accounts.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Strengthened customer retention by offering discount options.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Management Assist Team & Customer Advocate Team

U.S. Solutions
Abingdon, VA
10.2010 - 06.2012
  • Duties included answering incoming sales calls, placing the customer's order in a timely but kind manner to ensure customer satisfaction
  • Handing management escalations for billing as well as customer service issues, assisting customers with crisis situations.

Customer Service Representative

U.S. Solutions
Abingdon, VA
08.2008 - 10.2010
  • Duties included answering incoming phone calls and placing orders
  • I also updated and filed records
  • Assisting customer with billing questions, scheduling pickups for their orders.

Waitress, Cook, Delivery Driver

DJ's Pizza
Glade Spring, VA
03.2006 - 04.2008
  • Duties included answering telephone; training new employee's, greeting and seating customers, taking customers' orders, waiting on customer, operating the cash register, and helping with various cleaning duties as well as delivering, and cooking the food to order.
  • Prepared checks, itemizing total meal costs and taxes.
  • Delivered food from kitchen, fulfilling additional requests to maximize guest satisfaction.
  • Organized take-out orders efficiently according to customer requests.
  • Cleaned dining room chairs, tables, floors and other surfaces regularly.
  • Informed customers of daily specials and signature menu items.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
  • Assisted other wait staff members in times of heavy customer traffic.
  • Suggested additional items to customers based on their preferences and needs.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Took reservations and to-go orders to streamline process for both customer and restaurant.
  • Greeted customers and provided menus.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
  • Completed opening and closing checklists to ensure smooth restaurant operations.
  • Calculated charges, issued table checks and collected payments from customers.
  • Utilized POS system to total meal costs and add taxes for final bill calculation.
  • Communicated with kitchen staff to stay updated on item availability and customer wait times.
  • Enforced safety guidelines for employees and patrons of the restaurant.
  • Reviewed daily specials, menu changes and service specifications.
  • Provided excellent customer service to ensure repeat customers.
  • Communicated daily specials to customers.
  • Brought wine selections to tables with appropriate glasses and poured for customers.
  • Relayed orders to service bar and kitchen via point-of-sale register system.
  • Ensured all dishes were prepared according to recipe standards.

Education

Associate of Applied Science - Human Services

Virginia Highlands Community College
Abingdon, VA
05-2026

High School diploma -

Patrick Henry High School
06.2008

Skills

  • Customer Service
  • Call Center
  • CSR
  • Customer Care
  • Customer Support
  • Picking orders
  • Packing orders
  • Inspecting packages
  • Preparing shipments
  • Working with sorters and conveyer systems
  • Collaboration
  • Career Advising
  • Employer Relations
  • Peer Counseling
  • Progress Reporting
  • Records Maintenance
  • Listening Actively
  • Policy and Procedure Improvements
  • Staff Supervision
  • Critical Thinking
  • Conflict Management
  • Decision-Making
  • Problem-Solving
  • Emotional Support
  • Administration Collaboration
  • Lectures and Discussions
  • Worksite Safety
  • Materials Transportation
  • Equipment Operations
  • Lesson Planning
  • Classroom Management
  • Skill Development
  • Goal Planning
  • Compiling Data
  • Filing
  • Maintaining Files
  • Payroll Software Proficiency
  • Team Collaboration
  • Data Entry
  • Team Player

Additional Information

I have excellent computer skills in Microsoft Word, Access, Excel, Outlook, RMS, AS400 and Ripple stone. I can use a 10 key calculator, fax machine, and Xerox machine. I have completed two courses in keyboarding I am easily at 70 WPM. I love working with and helping the public. I am eager to learn new things. I have very good people skills. I also have experience in customer service and sales. I have the ability to work in a fast paced environment and I can multi task while keeping a neat work area.

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Learning Lead

HSN
08.2021 - Current

Operations Administrator

HSN
09.2020 - 08.2021

Seasonal Learning Lead

HSN
08.2020 - 09.2020

Outbound Team Member

Elwood Staffing/NSE
08.2018 - 12.2018

MHE Operator

HSN
12.2017 - 08.2020

Sales and Customer Service Representative

AT&T
01.2017 - 03.2018

Negotiator

Dex Media
09.2015 - 01.2017

Customer Care Representative I

DexMedia
11.2013 - 08.2015

Mid-Level Account Manager

Universal Companies
04.2013 - 09.2013

Customer Service Representative

Universal Companies
07.2012 - 04.2013

Management Assist Team & Customer Advocate Team

U.S. Solutions
10.2010 - 06.2012

Customer Service Representative

U.S. Solutions
08.2008 - 10.2010

Waitress, Cook, Delivery Driver

DJ's Pizza
03.2006 - 04.2008

Associate of Applied Science - Human Services

Virginia Highlands Community College

High School diploma -

Patrick Henry High School

Similar Profiles

CREATE PROFILE
Tanika Gilbert