Tekhiala Hendricks
Jacksonville ,FL
Summary
Adept at operations analysis and problem-solving, I significantly enhanced customer satisfaction and streamlined service processes at Solera. My expertise in CRM software and exceptional communication skills have driven improvements in customer service standards and team efficiency, achieving notable success in both sales support and complaint handling. Professional customer service and operations analyst with experience in optimizing processes and improving customer satisfaction. Strong focus on team collaboration and achieving results. Reliable and adaptable, skilled in problem-solving, data analysis, and communication. Proven ability to streamline operations and enhance efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service and Operations Analyst
Solera
07.2024 - Current
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Maximus
02.2024 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Retail Assistant
Eckerd Connects
Jacksonville Fl
01.2024 - 03.2024
- Boosted customer satisfaction by providing exceptional service and addressing inquiries efficiently.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Compiled daily sales reports to track progress and identify areas for improvement.
- Participated in staff meetings to discuss sales targets and strategies for achieving them.
- Assisted in visual merchandising, creating attractive displays that stimulated purchase desire.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
B2B Sales Representative
Nuvision Auto Sales
Jacksonville Fl
03.2023 - 10.2023
- Provided valuable feedback from customers to inform product development efforts.
- Participated in trade shows, conferences, and other industry events to represent the company and generate new leads.
- Identified potential upsell opportunities to increase average deal size and maximize revenue potential.
- Increased sales revenue by developing and maintaining strong relationships with key clients.
- Boosted client retention rates by fostering strong relationships and addressing concerns promptly.
- Expanded market share with strategic networking and targeted outreach efforts.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Stayed current on company offerings and industry trends.
- Built relationships with customers and community to promote long term business growth.
- Developed new business opportunities by identifying and targeting high-potential prospects.
- Set and achieved company defined sales goals.
Customer Service Representative
MCI Telecommunications
Jacksonville
05.2020 - 12.2021
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Managed timely and effective replacement of damaged or missing products.
Education
Associate Degree In Nursing - Nursing
Florida State College
Jacksonville, FLSkills
- Sales Support
- Complaint Handling
- CRM Software
- Service standard compliance
- Account Management
- Sales Promotion
- Operations Analysis
- Data Compiling
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Critical Thinking
Languages
English
Full Professional
Timeline
Customer Service and Operations Analyst
Solera
07.2024 - Current
Customer Service Representative
Maximus
02.2024 - 03.2024
Retail Assistant
Eckerd Connects
01.2024 - 03.2024
B2B Sales Representative
Nuvision Auto Sales
03.2023 - 10.2023
Customer Service Representative
MCI Telecommunications
05.2020 - 12.2021
Associate Degree In Nursing - Nursing
Florida State College