Tanya Landers
El Dorado,KS
Summary
Knowledgeable and dedicated customer service professional with extensive experience customer service 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
22
22
years of professional experience
Work History
Ambassador Service Representative
Marriott International, Inc.
09.2022 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating a friendly demeanor and can-do attitude.
- Assisted team with operational policies and procedures to drive services. In the Summer of 2023 assisted the manager with training new hires and bringing them to call center goals.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the proper channels.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Account Service Representative
Cox Communications
12.2017 - 09.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met all customer call guidelines including service levels, handle time and productivity.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Familiar with Avaya, Microsoft Suite, and Outlook.
- In top 10 agents for sales goals for entire time I have been employed at Cox.
- Leading sales ambassador for all 7 supervisors I worked under.
Insurance Agent
Bankers Life
03.2016 - 02.2017
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Approached potential clients by using direct marketing mailings and phone contacts.
Customer Service Representative
Blue Cross And Blue Shield
03.2015 - 02.2016
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information
- Assisted patients in understanding how insurance coverage works and calculated copays
- Followed up with doctors and nurses to obtain necessary information to complete patients' records
Team Coach
Asurion
02.2002 - 03.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Reduced employee turnover rate through the implementation of effective customer service training programs.
- Created positive learning environment by fostering open communication and constructive feedback during training sessions.
Education
P And C License. Life And Health License - Insurance
Kansas Department of Insurance
Wichita, KS06.2004
GED -
Ab Votech
Asheville, NC04.1997
Skills
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Upselling Products and Services
- Customer Account Management
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Organizational skills
- Effective communication
- Adaptability
- New Hire Orientation
- Staff Training
Timeline
Ambassador Service Representative
Marriott International, Inc.
09.2022 - Current
Account Service Representative
Cox Communications
12.2017 - 09.2022
Insurance Agent
Bankers Life
03.2016 - 02.2017
Customer Service Representative
Blue Cross And Blue Shield
03.2015 - 02.2016
Team Coach
Asurion
02.2002 - 03.2015
P And C License. Life And Health License - Insurance
Kansas Department of Insurance
GED -
Ab Votech
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