Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanya Easley

Summary

Proven leader in customer service and team development, notably at Blue Cross Blue Shield, where I excelled in problem-solving and active listening, achieving high first-call resolution rates. Skilled in data entry and fostering strong customer relationships, I significantly enhanced team performance and customer satisfaction.

Customer service professional with proven background in resolving customer concerns efficiently and effectively. Known for fostering collaborative team efforts and achieving consistent results. Reliable and adaptable, with excellent communication and conflict resolution skills.

Knowledgeable and dedicated customer service professional with extensive experience in 18 + years industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

Customer Advocate

Blue Cross Blue Shield
05.2022 - Current
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Billing, Claims, Medical and Pharmacy Benefits.

Direct Support Professional

San Angelo State Supported Living Center
05.2020 - 12.2021
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.

Cashier

Taco Bell
02.2020 - 04.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Cashier Team Lead

Popeyes Chicken
02.2014 - 11.2019
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

Shift Manager

Del Taco
05.2008 - 06.2014
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
  • Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.

Waitress Supervisor

Burger Basket
01.2004 - 04.2008
  • Managed table turnover rate effectively allowing for more guests served per shift.
  • Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
  • Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
  • Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.

Education

High School Diploma -

Excdlsior
Victorville, CA
06-2013

Skills

  • Upselling strategies
  • Customer services
  • Data entry skills
  • Data entry
  • Call center experience
  • Administrative support
  • Technical support
  • Payment collection
  • Problem-solving
  • Creative problem solving
  • Member support
  • Inbound and outbound calling
  • High-energy attitude
  • Customer service
  • Critical thinking
  • Product knowledge
  • Payment processing
  • Active listening
  • De-escalation techniques
  • Building rapport
  • Policy review

Timeline

Customer Advocate

Blue Cross Blue Shield
05.2022 - Current

Direct Support Professional

San Angelo State Supported Living Center
05.2020 - 12.2021

Cashier

Taco Bell
02.2020 - 04.2020

Cashier Team Lead

Popeyes Chicken
02.2014 - 11.2019

Shift Manager

Del Taco
05.2008 - 06.2014

Waitress Supervisor

Burger Basket
01.2004 - 04.2008

High School Diploma -

Excdlsior
Tanya Easley