Tawanna Flowers
Olive Branch,MS
Summary
Dedicated customer service representative with more than 20 years of experience and a proven track record of resolving complex customer issues efficiently and effectively. Skilled in active listening, empathy, and de-escalation techniques, consistently exceeding customer expectations.
Experienced with handling escalated customer issues efficiently and effectively. Utilizes advanced problem-solving techniques to achieve resolution and satisfaction. Track record of maintaining composure and professionalism in high-stress situations to ensure positive outcomes.
Overview
11
11
years of professional experience
Work History
Receiving Clerk
CEVA Logistics
Memphis, TN
09.2023 - 01.2025
- Managed incoming deliveries by verifying shipments, unloading and storing items, delivering them to the correct department, processing paperwork, and making sure safety regulations are met.
- Maintained accurate computer records of materials weights, bill amounts, and identified variances.
- Responsible for confirming the accuracy of incoming shipments against paperwork and signing for deliveries.
- Process all necessary paperwork related to receiving, including invoices, shipping documents, and other relevant records.
- Maintained tidy, organized and safe work area to comply with cleanliness standards.
- Regularly reviewed invoices and double-checked orders.
Wave Planner/Team Lead
Barrett Distribution Centers
Memphis, TN
01.2023 - 09.2023
- Contributed ideas during brainstorming sessions aimed at enhancing overall warehouse functionality.
- Evaluated employee performance, providing feedback for continuous improvement and development.
- Managed daily wave planning tasks, ensuring timely completion and adherence to established guidelines.
- Maintained up-to-date knowledge on industry advancements, ensuring that warehouse operations remained responsive to evolving demands.
Wave Planner
GXO Logistics
Horn Lake, MS
05.2021 - 01.2023
- Developed and implemented wave plans to optimize the flow of goods, considering factors like order characteristics, labor availability and equipment constraints.
- Determined the order in which orders should be processed, guaranteeing that critical orders are handled first.
- Balanced workload across different teams and resources to ensure efficient and timely order fulfillment.
- Analyzed data to identify trends and opportunities for process improvement, leading to increased efficiency.
National Account Executive
Terminix
Memphis, TN
12.2019 - 05.2021
- Handles customer correspondence for service, scheduling, and billing inquiries on the commercial accounts.
- Offers creative Home Inspection leads to qualifying customers.
- Cultivates and maintains ongoing customer relationships.
- Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting.
- Communicates with branch personnel to resolve service and scheduling issues.
- Handles incoming calls from technicians to provide support.
Customer Service Escalation Specialist
Xfinity Center
Memphis, TN
10.2013 - 01.2019
- Handled complex customer issues escalated from first-level support, investigates root causes, collaborates with internal teams, and implements solutions to ensure customer satisfaction and improve processes.
- Investigate, troubleshoot, and resolve escalated customer issues and concerns across multiple channels (e.g., phone, email, chat).
- During my first few years, I was a billing agent. I helped breakdown and made customers understand what they were being billed for.
- Also gave adjustments and gave credits when needed.
Education
High school diploma -
Ruleville Central High School
Ruleville, MS05.1996
Skills
- Microsoft Excel
- Invoice verification
- Microsoft Word
- Strategic planning
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Live chat support
- De-escalation techniques
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Receiving Clerk
CEVA Logistics
09.2023 - 01.2025
Wave Planner/Team Lead
Barrett Distribution Centers
01.2023 - 09.2023
Wave Planner
GXO Logistics
05.2021 - 01.2023
National Account Executive
Terminix
12.2019 - 05.2021
Customer Service Escalation Specialist
Xfinity Center
10.2013 - 01.2019
High school diploma -
Ruleville Central High School