Tanya R. McMillian
San Tan Valley,AZ
Summary
Dynamic leader with a proven track record at Collins Commercial Services, adept in customer service and problem-solving. Excelled in reducing complaints and enhancing client satisfaction through effective issue resolution and CRM. Skilled in Microsoft Office, fostering strong relationships, and driving team performance. Achieved significant improvements in customer service processes and team collaboration. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Collins Commercial Services
05.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Dispatch Supervisor
Alliance Plumbing
06.2017 - 05.2022
- Supervised team of 25 employees and provided training focused on maximizing overall performance.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
- Directed dispatching, routing, and tracking of 25 fleet vehicles.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
Education
Bachelor of Science - Business Management
Independence University
Salt Lake City, UT07.2014
USAF Technical Degree - Still Photography
Air Force Institute of Technology
Lowry AFB , CO04.1987
Associate of Applied Science - Business
Los Angeles Trade Technical College
Los Angeles, CA06.1986
High School Diploma -
Phineas Banning Senior High School
Wilmington, CA06.1984
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Customer Relationship Management (CRM)
- Issue Resolution
- MS Office
Timeline
Customer Service Manager
Collins Commercial Services
05.2022 - Current
Dispatch Supervisor
Alliance Plumbing
06.2017 - 05.2022
Bachelor of Science - Business Management
Independence University
USAF Technical Degree - Still Photography
Air Force Institute of Technology
Associate of Applied Science - Business
Los Angeles Trade Technical College
High School Diploma -
Phineas Banning Senior High School
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