Tanya Harshaw
Customer Service Support
North Little Rock,AR
Summary
Highly motivated Customer support Representative with extensive customer service and tech experience. Inbound calls professional with track record of driving increased survey scores improving the customer experience and elevating company profile with exceptional customer service. I have also done some outbound sales. Service-oriented Customer Support Representative with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Customer support Representative
Verida Inc.
06.2024 - Current
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
- Boosted customer loyalty, attentively handling each case and providing personalized solutions.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Exceeded performance metrics by consistently providing high-quality support to clients.
Senior Assisitant Customer Support
Gainwell Technologies
04.2022 - 12.2023
- Contributed to a positive work environment through effective communication and teamwork.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined support processes for increased efficiency and improved response times.
- Supported sales efforts by providing expert technical advice during client meetings.
- Reduced average response time with efficient case prioritization techniques.
- Achieved higher issue resolution rates by developing comprehensive troubleshooting guides for common problems encountered by customers.
Customer Service Representative
Fiserv
03.2021 - 03.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Highschool Diploma - International studies
Little Rock Central
01.1997 - 01.2000
Skills
Exceptional customer service
Dependable
Excellent interpersonal skills
Banking support/general customer service
Call Center experience(20 years)
Remote experience(WFH)
Customer service excellence
Complaint Handling
Customer Success Management
Data Management
Problem-solving abilities
Friendly and Patient
Report Generation
Online Chat Support
Active Listening
Call Center Operations
Teamwork and Collaboration
Time management abilities
Microsoft Windows and Office
Multitasking Abilities
Time Management
Problem-solving aptitude
Task Prioritization
Incoming Call Management
Highly Professional
Tracking and Documentation
Interpersonal Communication
Written Communication
Analytical Thinking
Problem-Solving
Organizational Skills
Call Management
Adaptability
Customer service expert
Interpersonal Skills
Effective Communication
Professionalism
Other
I'm a dependable, kind and flexible person. I'm motivated by my children wanting to succeed in life. I learn very fast and my goal is to be a trainer.
Timeline
Customer support Representative
Verida Inc.
06.2024 - Current
Senior Assisitant Customer Support
Gainwell Technologies
04.2022 - 12.2023
Customer Service Representative
Fiserv
03.2021 - 03.2022
Highschool Diploma - International studies
Little Rock Central
01.1997 - 01.2000