Tanisha Coleman
Atlanta,GA
Summary
Customer service professional committed to delivering high quality results. Background includes leadership roles with focus on improving customer experiences and operational efficiency. Emphasizes team collaboration and adaptability to meet changing business needs. Skilled in conflict resolution and process optimization.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Supervisor
Health Plan One
06.2025 - Current
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Achieved high customer satisfaction ratings, implementing personalized service strategies for regular clients.
Patient Safety Specialist
UT Health Houston
11.2023 - 06.2025
- Conducted thorough incident investigations, identifying root causes and implementing corrective measures to prevent future occurrences.
- Championed the use of simulation-based training exercises to strengthen healthcare team skills in managing critical situations.
- Enhanced staff knowledge on patient safety by conducting regular training sessions and workshops.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
Emergency Response Customer Service Representative
ITCON
05.2021 - 11.2023
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Assistant Manager
Mangos
01.2018 - 04.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Education
Bachelor of Science - Human Services
SUNY Empire State College
Saratoga Springs, NY05-2018
Associate of Science - Human Services
Dutchess Community College
Poughkeepsie, NY12-2014
Skills
- Data entry
- Skill development
- Product knowledge
- Staff monitoring
- Federal regulations
- New process integration
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
- Adaptability and flexibility
Timeline
Customer Service Representative Supervisor
Health Plan One
06.2025 - Current
Patient Safety Specialist
UT Health Houston
11.2023 - 06.2025
Emergency Response Customer Service Representative
ITCON
05.2021 - 11.2023
Assistant Manager
Mangos
01.2018 - 04.2021
Bachelor of Science - Human Services
SUNY Empire State College
Associate of Science - Human Services
Dutchess Community College