TATIANNA COTTON
Ponte Vedra Beach,FL
Summary
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. 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. 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
Owner/Operator
Sunshine Bargain Shop
1 2019 - Current
- Conduct retail activities of businesses operating exclusively online
- May perform duties such as preparing business strategies, buying merchandise, managing inventory, implementing marketing activities, fulfilling and shipping online orders, and balancing financial records.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Employed prompt decision-making and in-depth research to resolve issues.
- Served as principal stakeholder over organization's complete operations.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Optimized inventory management systems to reduce waste, improve stock turnover rate, and minimize out-of-stock occurrences.
Home Health Care Provider
A Gift of Caring LLC
06.2018 - Current
- Monitor the health status of an individual with disabilities or illness, and address their health-related needs, such as changing bandages, dressing wounds, or administering medication
- Work is performed under the direction of offsite or intermittent onsite licensed nursing staff
- Provide assistance with routine healthcare tasks or activities of daily living, such as feeding, bathing, toileting, or ambulation
- May also help with tasks such as preparing meals, doing light housekeeping, and doing laundry depending on the patient's abilities.
Front Desk Agent/Hotel Night Auditor
Charlestown Hotels - The Collector Luxury Inn
05.2023 - 02.2024
- Increased customer loyalty with exceptional communication skills and personalized service.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Customer Service Representative (CSR)
Systems Integration Inc - Fema
10.2022 - 03.2023
- Interact with customers to provide basic or scripted information in response to routine inquiries about products and services
- May handle and resolve general complaints
- Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Assessed clients' needs and determined eligibility for intake services.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Direct Care Professional
You First Support Svc
10.2017 - 08.2019
- Monitor the health status of an individual with disabilities or illness, and address their health-related needs, such as changing bandages, dressing wounds, or administering medication
- Work is performed under the direction of offsite or intermittent onsite licensed nursing staff
- Provide assistance with routine healthcare tasks or activities of daily living, such as feeding, bathing, toileting, or ambulation
- May also help with tasks such as preparing meals, doing light housekeeping, and doing laundry depending on the patient's abilities.
Machine Operator
Interline Brands Inc
10.2018 - 11.2018
- Operate or tend machines to prepare industrial or consumer products for storage or shipment
- Includes cannery workers who pack food products.
Education
Bachelors In Business Administration -
Strayer University
2 Years of College or a Technical or Vocational School - undefined
General High School Curriculum - undefined
FSCJ
Jacksonville, FLGeneral High School Curriculum - undefined
Nathan Bedford Forrest High
Skills
Assignment Delegation
Performance Improvements
Long-haul driving
Cost analysis and savings
Customer Service Management
Recruitment
Performance Improvement
Operations Oversight
Relationship Building
Active Listening
Goal Setting
Team Collaboration
Hiring and Onboarding
Strong Work Ethic
Problem-solving aptitude
Employee Scheduling
References
- Latosha Young, Team Lead - Supervisor, Systems Integration, lyoung@sysintegration.com, 904-370-3013
- Dorothy Washington, Owner/Operator, A Gift Of Caring LLC, agiftofcaringllc@gmail.com, 904-575-7281
- George Starkgraf, Project Specialist, Systems Integration INC, 240-764-1067
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionPersonal development programsTimeline
Front Desk Agent/Hotel Night Auditor
Charlestown Hotels - The Collector Luxury Inn
05.2023 - 02.2024
Customer Service Representative (CSR)
Systems Integration Inc - Fema
10.2022 - 03.2023
Machine Operator
Interline Brands Inc
10.2018 - 11.2018
Home Health Care Provider
A Gift of Caring LLC
06.2018 - Current
Direct Care Professional
You First Support Svc
10.2017 - 08.2019
Owner/Operator
Sunshine Bargain Shop
1 2019 - Current
Bachelors In Business Administration -
Strayer University
2 Years of College or a Technical or Vocational School - undefined
General High School Curriculum - undefined
FSCJ
General High School Curriculum - undefined
Nathan Bedford Forrest High