Hi, I’m
Tanya Randle
Greensboro,North Carolina
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
years of professional experience
Work History
Colony Brands, Inc.
Customer Service Representative
09.2023 - 05.2024
Job overview
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Alight
Customer Service Representative
06.2023 - 09.2023
Job overview
- Created a customer service dashboard that provided real-time customer service metrics.
- Collaborated with other departments to ensure customer satisfaction, Developed and maintained relationships with customers, resulting in increase in sales.
- Collaborated with cross-functional teams to resolve customer issues, resulting in a reduction in customer escalations.
- Developed and implemented customer service standards that improved customer satisfaction.
- Taking Inbound Calls from clients, Setting appointments for clients, Managing, manipulating and inputting data to spreadsheets.
- Dealing politely but firmly with demanding clients.
- Carrying out a variety of administrative tasks, Handled customers in fast-paced call center setting in coordination with solid team of customer service associates.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
T&S Healthcare
Customer Service Rep
05.2005 - 12.2022
Job overview
- Provided assistance to clients, Answered phone and assisted customers with changes.
- Maintained up-to-date knowledge of customer accounts, Explained products and benefits, Confirmed payments, refunds, etc..
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Conduent Call Center
Customer Service Associate
09.2021 - 03.2022
Job overview
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Answered phone calls from customers promptly and courteously.
- Provided accurate quotes for requested products or services.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Consulted with customers regarding needs and addressed concerns.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Explained benefits, features and recommendations to maximize client retention.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Aston Carter
Customer Service Associate
03.2019 - 09.2021
Job overview
- Collected customer feedback and identified areas for improvement in the customer service process, Improved customer experience by creating a knowledge base that provided customers with self-service options.
- Provided customers with product information, demonstrating knowledge of product features and benefits.
- Created and maintained customer profiles, ensuring customer information was up to date and accurate.
- Greeted customers and identified their needs.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Created detailed reports on customer service activities.
- Answered phone calls from customers promptly and courteously.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
Statewide Transportation
Medical Transporter
04.2016 - 03.2020
Job overview
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked with clients to understand needs and provide excellent service, Responded appropriately to the physical, emotional and developmental needs of clients.
- Transported clients to their required destination, interacted with patients, families, and hospital staff properly to develop a relationship and ensure patient trust.
- Ensured compliance with all infection-control rules and regulations, Prepared and filed medical paperwork, including insurance forms and medical claims.
- Assisted the healthcare provider in providing patient care by retrieving medical records, test results, medical supplies and other items.
- Maintained detailed logs of all transport activities including pick-up times, destinations, and any special instructions.
- Provided courteous customer service while assisting patients with their transportation needs.
- Followed established protocols for communication among healthcare personnel regarding patient transfers.
- Ensured that all necessary equipment was available in the vehicle at the time of transport.
- Kept accurate records of mileage traveled and fuel consumption for each vehicle assigned.
- Complied with all safety policies related to transporting patients within a hospital setting.
- Observed strict confidentiality guidelines with respect to patient information.
- Assisted in loading and unloading luggage for passengers traveling via air ambulance flights.
Education
Post University, Waterbury, CT
Master of Science from Counseling & Human Services
08.2025
Independence University
Bachelors
08.2020
Skills
- Interpersonal Communication Skills
- Creative Problem Solving
- Highly responsible and reliable
- Initiative and Problem-solving Abilities
- Critical Thinking
- Microsoft Outlook
- Data Analysis
- Attention to Detail
- Self-motivation
- Good time management
- Active Listening
- Flexibility and Adaptability
- Leadership
- Highly Organized
- Call Management
- Hard working
- Leadership and Teamwork
- Interpersonal Skills
- Problem Solving
- Teamwork
- Microsoft PowerPoint
- Appointment Scheduling
- Scheduling
- Inbound and Outbound Calling
- Consultative Sales
- Paperwork Processing
- Data Collection
- Account Updating
- Data Entry
- Conflict Resolution
- High-Energy Attitude
- Computer Proficiency
- Conflict Mediation
- Medical Terminology Knowledge
- Delivery Scheduling
- Microsoft Office Expertise
- Creativity
- Critical thinking and problem solving
- Decision Making
- Microsoft Excel
- Effective Time Management
- In-Store Support
- Documentation
- Document Control
- Staff Training
- Courteous Demeanor
- Customer Service
- Credit Card Payment Processing
- CRM Software
- Microsoft Office Suite
- Order Processing
- Positive and Professional
- Filing
- Problem-Solving Abilities
- Customer Relationship Management (CRM)
Timeline
Customer Service Representative
Colony Brands, Inc.
09.2023 - 05.2024
Customer Service Representative
Alight
06.2023 - 09.2023
Customer Service Associate
Conduent Call Center
09.2021 - 03.2022
Customer Service Associate
Aston Carter
03.2019 - 09.2021
Medical Transporter
Statewide Transportation
04.2016 - 03.2020
Customer Service Rep
T&S Healthcare
05.2005 - 12.2022
Post University
Master of Science from Counseling & Human Services
Independence University
Bachelors
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