Tawanna Newson
Laurel,MS/USA
Summary
Results-driven customer service representative with over 10 years of experience across diverse sectors, including telecommunications and insurance. Expertise in resolving technical issues and addressing billing inquiries, consistently enhancing customer satisfaction levels. Proficient in managing high-volume inquiries while delivering tailored support, leading to improved service delivery outcomes. Committed to leveraging extensive customer care knowledge to foster positive experiences in dynamic environments. Full authorization to work in the US and willingness to relocate anywhere.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
iQor
11.2022 - 07.2025
- I work for Verizon, and I assist customers with their phones, internet, and applications. I also help with setting up the devices or disconnecting the devices for the customers. I also worked on another contract that was for a company called PPL Electric Company, and we helped the customers with their billing, applications, questions, and concerns.
- Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Built rapport with customers through active listening, empathy, and personalized interactions.
- Maintained detailed records of all customer interactions in the CRM system for future reference and analysis.
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends.
- Handled billing inquiries, including payment processing, refunds, adjustments, and account updates, accurately and efficiently.
- Assisted with order fulfillment processes, such as tracking shipments, or coordinating returns and exchanges when necessary.
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained.
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
- Developed strong problem-solving skills through analyzing complex situations quickly, while maintaining composure under pressure.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Resolved customer inquiries by utilizing CRM systems to enhance service delivery and satisfaction.
- Assisted in training new representatives on company policies and procedures to ensure consistent service quality.
Customer Service Representative
SaviLinx
04.2019 - 11.2022
- The first contract I was signing customers up for insurance during the enrollment period. The second contract I was handling unemployment for customers in the state of Massachusetts. The third contract I was managing student loans for colleges and students.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information.
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue, and implementing appropriate solutions.
- Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online.
- Maintained detailed records of all customer interactions in the CRM system for future reference and analysis.
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Assisted with order fulfillment processes, such as tracking shipments, or coordinating returns and exchanges when necessary.
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image.
- Streamlined complaint resolution processes, improving response times and customer retention rates significantly.
- Led team initiatives aimed at enhancing operational efficiency, resulting in improved workflow management.
Painter
Howard's Industries
06.2019 - 11.2019
- I used to work at Howard Industry, and I was a painter. I actually liked my job. Most of the time, we worked 12 hours or more; some weekends, I am a hard worker, a quick learner, and I believe I can do anything that anybody else can do.
- Prepared surfaces by cleaning, scraping, sanding, and patching to ensure proper adhesion of paint.
- Applied paint or other finishes using brushes, rollers, or sprayers in a precise and efficient manner.
- Performed minor repairs on walls or surfaces prior to painting, as needed.
- Sanded rough spots or uneven surfaces before applying primer or paint.
- Cleaned up the work area after completing each job by removing debris and storing equipment properly.
- Maintained a clean work environment by organizing tools, supplies, and equipment efficiently.
- Adhered to project specifications and instructions provided by clients or supervisors.
- Led painting projects, ensuring high-quality finishes and adherence to client specifications.
- Trained junior painters on techniques, safety protocols, and equipment handling.
Deboner
Mar Jac Poultry
02.2018 - 04.2019
- I cut the meat into different ounces, bag it, and put it on the line.
- Operated and maintained poultry processing equipment, ensuring efficient and safe production processes.
- Managed the movement of poultry within different areas of the farm or processing facility.
- Collaborated with team members to achieve daily production targets while maintaining high-quality standards.
- Ensured compliance with all safety regulations related to handling live animals and operating machinery.
- Operated specialized deboning tools to ensure precision in meat extraction.
- Collaborated with team members to streamline production workflows and improve efficiency.
Assistant Manager
The Donut Place
06.2013 - 07.2014
- Assisted in the management of daily operations, ensuring a smooth and efficient workflow.
- Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction.
- Conducted regular inventory checks to maintain accurate stock levels, and minimize loss due to shrinkage.
- Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times.
- Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations.
- Developed strong relationships with vendors and suppliers, negotiating favorable terms for the procurement of goods.
- Analyzed sales data to identify trends and opportunities for improvement, implementing effective strategies accordingly.
- Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies.
- Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary.
- Maintained accurate records of financial transactions, including daily sales reports, invoices, receipts, etc.
- Utilized POS systems effectively to process orders accurately, while maintaining a high level of efficiency.
- Increased overall store profitability by analyzing product performance data and adjusting pricing and markdowns accordingly.
- Collaborated with the management team to develop and implement operational policies and procedures.
- Managed inventory levels, ensuring adequate stock availability while minimizing excess, or obsolete items.
- Developed and implemented staff training programs to enhance product knowledge and improve customer service skills.
- Assisted in the recruitment, selection, and onboarding of new employees, ensuring a smooth transition into the team.
- Coordinated daily operations to ensure efficient service delivery and customer satisfaction.
- Trained and mentored staff on best practices for production and customer engagement.
Assembly Line Worker
Kohler Engines
05.2012 - 06.2013
- I had to build lawn mowers.
- Operated assembly line machinery and equipment to assemble products according to specifications.
- Performed quality checks on finished products to ensure they meet company standards.
- Collaborated with team members to achieve daily production targets, and maintain workflow efficiency.
- Followed safety protocols, and maintained a clean and organized work area at all times.
- Identified and resolved any issues or malfunctions in the assembly line process, minimizing downtime.
- Maintained accurate records of production output, including the quantity produced, and any defects found.
- Utilized hand tools, power tools, and measuring instruments as required for specific tasks.
- Assembled components accurately according to blueprints or work instructions.
- Maintained a high level of attention to detail while working at a fast pace.
- Ensured compliance with all safety regulations during the assembly process.
- Efficiently handled materials and components to minimize waste, and maintain a smooth workflow.
- Operated assembly line machinery ensuring adherence to safety protocols and quality standards.
- Collaborated with team members to streamline production processes, enhancing workflow efficiency.
Child Care Worker
Giggles Daycare
06.2012 - 05.2013
- Provided attentive and nurturing care for children ranging in age from infants to pre-teens.
- Created a safe and stimulating environment by implementing age-appropriate activities, games, and crafts.
- Established positive relationships with parents through regular communication and updates on their child's progress.
- Ensured the well-being of children by monitoring their behavior, health, and safety at all times.
- Assisted with meal preparation, feeding, diapering, and maintaining the cleanliness of play areas.
- Implemented daily routines to promote structure and consistency for children's development.
- Managed multiple tasks efficiently while maintaining a calm demeanor in high-pressure situations.
- Administered first aid when necessary, and promptly reported any incidents or accidents to parents or guardians.
- Attended staff meetings to discuss program improvements, share ideas, and address concerns related to child care services.
- Maintained accurate records of attendance sheets, incident reports, medication administration logs, etc.
- Supervised indoor and outdoor playtime, ensuring the safety of all children involved.
- Adapted caregiving techniques based on individual needs, including dietary restrictions or special medical conditions.
- Demonstrated patience when dealing with challenging behaviors, or emotional situations.
- Mentored new childcare workers by providing guidance on best practices for interacting with young children.
- Implemented behavior management strategies to promote positive social interactions among children.
- Encouraged independence and self-help skills by allowing children to participate in age-appropriate tasks.
- Supervised daily activities, ensuring safe and engaging environment for children.
- Developed and implemented age-appropriate educational programs to enhance cognitive growth.
Education
High School Diploma -
East Marion High School
Columbia, MS05.2002
Skills
- Expert food handling
- Proficient in client relations
- Extensive customer service experience
- Proficient in food safety standards
- Skilled in Microsoft Office tools
- Customer support expertise
- Proficient in various cleaning techniques
- Excel proficiency
- Experienced in cash handling
- Effective communication
- Skilled in client relations and support
- Call center operations experience
- Proficient in English
- Extensive sales experience
- Effective telephone interaction
- Skilled in customer service within food industry
- Expertise in typing accuracy
- Customer engagement
- Attentive listening
- Problem-solving skills
- Detail-oriented data management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English - Fluent
Timeline
Customer Service Representative
iQor
11.2022 - 07.2025
Painter
Howard's Industries
06.2019 - 11.2019
Customer Service Representative
SaviLinx
04.2019 - 11.2022
Deboner
Mar Jac Poultry
02.2018 - 04.2019
Assistant Manager
The Donut Place
06.2013 - 07.2014
Child Care Worker
Giggles Daycare
06.2012 - 05.2013
Assembly Line Worker
Kohler Engines
05.2012 - 06.2013
High School Diploma -
East Marion High School