Tanya Hogan
PA
Summary
Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with knack for building rapport and resolving client issues efficiently.
Overview
13
13
years of professional experience
Work History
Customer Support Associate
Partnerize
United Kingdom Newcastle - Global Company - Remote
03.2023 - 09.2025
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Responded to customer requests for products, services, and company information.
- Issued credits for contested returns, shipping fees and damaged merchandise.
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Streamlined company processes with the implementation of new support software tools.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Supported continuous improvement initiatives within the department by actively participating in feedback sessions, process reviews, and team meetings focused on enhancing performance standards.
- Personalized customer interactions, making customers feel valued and improving service perception.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
Sofidel America
Horsham, PA
03.2019 - 03.2023
- Managed tickets from Salesforce and directly from assigned clients to resolve inquiries, complaints, and purchase orders.
- Support new client onboarding from leads submitted within SalesForce.
- Maintain customer financial accounts, and entering purchase orders (PO).
- Clearing payments, creating necessary credits, and ensuring constant communication with customers.
- Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner.
- Knowledgeable in Systems Applications and Products (SAP) and Salesforce.
- Communicated with customers daily, provided friendly and courteous service, and answered questions.
- Handles multiple accounts/customer purchase orders daily.
Project Manager Trainee/Data Collection
Apex Display Group
Lansdale, PA
08.2018 - 03.2019
- Provided customer service to external clients through inbound calls and email.
- Provided management with price comparison analysis between suppliers.
Manager
Liberty Menu LLC
Lansdale, PA
02.2013 - 07.2018
- Provided customer service for online orders, on-site, and inbound calls.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Oversaw office inventory activities, including ordering and requisitions, stocking, and shipment receiving.
- Developed standard operating procedures for all administrative employees.
- Prepared vendor invoices and processed incoming payments.
- Completed bi-weekly payroll for 13 employees.
- Set project timelines and kept teams on task to complete milestones according to schedule.
- Ensured that each guest's experience was positive, memorable and consistent.
- Delivered customized and effective solutions to clients that met unique demands.
Cashier/Customer Service
Turkey Hill Mini Markets
Reading, PA
09.2012 - 01.2013
- Provided customer service for both on-site and inbound calls.
- Stocked and replenished merchandise according to store merchandising layouts.
- Restocked inventory every month and reviewed cash operation data to verify proper replenishment.
- Maintained established merchandising standards, including window, sales floor and promotional displays.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Processed cash and credit payments rapidly and accurately.
- Responded to all customer inquiries thoroughly and professionally.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Cleaned and organized the store, including the checkout desk and displays.
Education
High School -
Penn Foster High School
06.2012
Skills
- Microsoft windows and office
- Diagnostic testing
- Reliability
- Excellent communication
- Team collaboration
- Decision-making
- Remote support
- Technical communication
- Online chat support
- Teamwork
- Customer service
- Attention to detail
Timeline
Customer Support Associate
Partnerize
03.2023 - 09.2025
Customer Service Representative
Sofidel America
03.2019 - 03.2023
Project Manager Trainee/Data Collection
Apex Display Group
08.2018 - 03.2019
Manager
Liberty Menu LLC
02.2013 - 07.2018
Cashier/Customer Service
Turkey Hill Mini Markets
09.2012 - 01.2013
High School -
Penn Foster High School