Tashawnda Nelson
Marietta,Georgia
Summary
Amiable Customer Experience Agent with 10 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
11
11
years of professional experience
Work History
Technical Support Advisor
Kelly Connect Services
01.2023 - Current
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Customer Experience Associate
Blue Apron LLC
Austin, TX
02.2021 - 11.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided top quality control and eliminated downtime to maximize revenue.
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
Intake Specialist
Bronx Parent Housing Network
New York, NY
11.2018 - 01.2021
- Answered and logged incoming inquiries via phone, fax and email.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Maintained confidential client documentation to prevent data compromise and comply with HIPAA regulations.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Performed assessments to determine individual limitations and strengths.
- Established and maintained correspondence systems to manage information requests and distribution.
- Built and maintained strong relationships with clients by successfully resolving issues and responding promptly to phone inquiries.
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals.
Customer Care Associate
STARBUCKS COFFEE COMPANY
Atlanta, GA
08.2014 - 10.2016
- Maintained high satisfaction score by consistently resolving first-call issues.
- Provided feedback on customer service efficiency to deliver better support options.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Delivered customer support to high call load each shift.
Education
GED -
Medgar Evers College of The City University of New York
Brooklyn, NY06.2012
Skills
- Verbal and Written Communication
- Efficient and Detail-Orientation
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Understanding Customer Needs
- Responding to Difficult Customers
- Customer Retention Strategies
- De-escalation Techniques
- Call Volume and Quality Metrics
- 45 wpm Typing Speed
- LiveChat Messaging
- Remote Office Availability
Timeline
Technical Support Advisor
Kelly Connect Services
01.2023 - Current
Customer Experience Associate
Blue Apron LLC
02.2021 - 11.2022
Intake Specialist
Bronx Parent Housing Network
11.2018 - 01.2021
Customer Care Associate
STARBUCKS COFFEE COMPANY
08.2014 - 10.2016
GED -
Medgar Evers College of The City University of New York
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