Tatiana Mann
Fayetteville,NC
Summary
Goal-oriented Customer Service Manager with 8 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Accomplished Assistant Manager skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management. Ambitious Enrollment Specialist with exemplary listening and communication skills. Adept at planning, organizing and facilitating enrollment process. Dedicated to keeping customers happy and maximizing employee participation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Enrollment Specialist
Papa Senior Care
Miami, FL
12.2022 - 04.2023
- Communicated effectively via telephone, email and in person with prospective customers.
- Reviewed statistic enrollment data and prepared reports.
- Promoted insurance services and actively recruited new customers by attending state, national and community events.
- Updated, entered and reviewed customer data.
- Developed and implemented promotional strategies to increase customer base.
- Analyzed risk factors to recommend appropriate coverage levels.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Negotiated contracts and terms of sale with potential customers.
- Researched and identified potential new markets.
- Educated clients on insurance policies and procedures.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Assistant Store Manager
Papa Murphy's
Fayetteville , NC
05.2022 - Current
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Created and maintained safe and secure work environments for employees.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Employee Relations Specialist
PNC Bank
Fayetteville , NC
06.2021 - 08.2022
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures.
- Answered management and employee questions, interpreted contracts and resolved issues.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
- Processed new hires, transfers, and separations.
- Leveraged team exercises, group discussions and videos to instruct participants.
- Implemented team feedback to recommend corrective action to senior leadership.
Customer Service Associate
Maximus
Jacksonville, FL
12.2020 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Kept detailed records of customer interactions to track and resolve issues quickly.
Customer Service Manager
McDonald’s
Fayetteville, NC
08.2017 - 10.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Created and reviewed invoices to confirm accuracy.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
Education
Bachelor Of Services - Human Services
Ashford University
San Diego, CA08.2021
Jack Britt High School
Fayetteville, NC06.2020
Skills
- Personnel Training and Development
- Process Improvement
- Staff Training
- Conflict Resolution Techniques
- Cash Handling
- Time Management
- Customer Service
- Effective Workflow Management
- Issue Resolution
- Microsoft Excel
- Skilled Trainer
- ADT Proficiency
- Customer Relations
- New Hire Training
- Training Programs
- Coaching and Training
- Customer Experience Management
- Upselling Techniques
- Call Center Strategy
- Scheduling and Coordinating
- Job Assignments
- Employee Coaching and Mentoring
- QA
- Leadership
- Research
- Quality Improvement Initiatives
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
- First Aid/CPR Certified
Timeline
Enrollment Specialist
Papa Senior Care
12.2022 - 04.2023
Assistant Store Manager
Papa Murphy's
05.2022 - Current
Employee Relations Specialist
PNC Bank
06.2021 - 08.2022
Customer Service Associate
Maximus
12.2020 - 06.2021
Customer Service Manager
McDonald’s
08.2017 - 10.2020
Bachelor Of Services - Human Services
Ashford University
Jack Britt High School
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