Tawana Stanley

Resolve 90–120 customer inquiries daily using Salesforce Service Cloud, Microsoft 365, and Five9, maintaining 99% Quality Assurance scores while
consistently exceeding Service Level Agreement (SLA) requirements.
Assist customers through phone, email, and chat support, achieving 97% First Contact Resolution (FCR) and maintaining 98% Customer Satisfaction
(CSAT) ratings.
Manage account maintenance, account verification, billing inquiries, order support, subscription updates, and service requests with 99% documentation
accuracy.
Utilize CRM systems, ticket management software, and internal knowledge bases to reduce average case resolution time by 18%.

Coordinate escalated customer issues with Operations, Billing, Technical Support, and Customer Success teams, reducing repeat contacts by 15%.
Process 80–100 customer transactions daily, ensuring compliance with privacy standards, company policies, and secure data handling procedures.
Identify recurring customer concerns through reporting and recommend workflow improvements that increased operational efficiency by 14%.
Mentor newly hired representatives on CRM navigation, documentation standards, customer communication, and quality assurance expectations.
Recognized as a top-performing Customer Service Representative for service excellence, productivity, professionalism, and customer advocacy.

Managed 85–110 customer interactions daily through phone, email, and chat using Zendesk, Microsoft Outlook, and Google Workspace, maintaining 98%
Customer Satisfaction (CSAT) and consistently exceeding productivity goals.
Resolved billing inquiries, account updates, benefit questions, order requests, and service issues with 95% First Contact Resolution (FCR) while meeting
established Service Level Agreements (SLAs).

Documented customer interactions, case notes, follow-up activities, and account changes within CRM and case management systems, maintaining 100%
documentation compliance.
Investigated customer concerns, coordinated with Claims, Billing, Operations, and Technical Support teams, and reduced escalation resolution time by 20%.
Verified customer identity and account information while adhering to privacy regulations, company policies, and secure data handling requirements.
Utilized knowledge base resources and workflow documentation to decrease Average Handle Time (AHT) by 13% without compromising service quality.
Educated customers on products, services, billing options, account features, and self-service resources, improving customer retention by 12%.
Reviewed Quality Assurance (QA) feedback and implemented coaching recommendations, improving quality scores from 96% to 99%.
Assisted with customer onboarding activities, account setup, service activation, and documentation review, contributing to a 16% improvement in
onboarding efficiency.
Earned recognition for empathy, professionalism, adaptability, and consistently delivering exceptional customer experiences in a fast-paced remote
environment.

Responded to 80–100 customer inquiries daily using ServiceNow, Microsoft 365, and CRM software, maintaining 98% documentation accuracy while
consistently meeting departmental productivity metrics.
Processed customer orders, returns, exchanges, refunds, billing requests, and account maintenance activities with 97% transaction accuracy.
Managed inbound service requests, complaint resolution, account verification, and case documentation while achieving 94% First Contact Resolution (FCR).
Collaborated with Sales, Distribution, Inventory, Finance, and Customer Success departments to resolve complex customer issues within established service
levels.
Maintained complete electronic customer records and case documentation, supporting audit readiness and regulatory compliance requirements.
Identified recurring customer issues through operational reporting and recommended workflow improvements that reduced repeat contacts by 14%.
Assisted customers with product education, order tracking, service options, and account navigation, contributing to a 15% increase in customer loyalty
metrics.
Supported sales-adjacent initiatives by identifying appropriate service upgrades and product recommendations while maintaining a customer-first approach.
Participated in quality assurance reviews, coaching sessions, and process improvement initiatives that increased team productivity by 11%.
Recognized for dependable performance, strong communication skills, customer advocacy, and operational excellence.

Assisted 70–90 customers daily by phone, email, and in person using Microsoft Office, SharePoint, and customer database systems, consistently achieving
97% customer satisfaction.
Maintained customer records, processed account updates, scheduled appointments, and completed administrative support activities with 99% data accuracy.
Coordinated service requests, case assignments, and follow-up communications while ensuring timely issue resolution and compliance with internal service
standards.
Processed invoices, payment inquiries, order updates, and documentation requests, improving processing efficiency by 12%.
Created standardized documentation templates that improved record consistency and reduced administrative processing time by 15%.
Performed data entry, file management, and records maintenance while supporting document retention and information governance policies.
Communicated with customers, vendors, and internal stakeholders to resolve inquiries and ensure seamless service delivery.
Prepared operational reports using Microsoft Excel to monitor workload, service requests, response times, and productivity metrics.
Supported department managers with workflow coordination, calendar management, reporting, and continuous improvement initiatives.
Received multiple recognition awards for professionalism, reliability, attention to detail, teamwork, and consistently exceeding customer service
expectations.