Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tennille Mann

NC

Summary

Seasoned professional with 26 years of diverse experience, including current role as Sr. Customer Care Specialist at Lowe's Customer Contact Center. Expert in managing account inquiries, resolving technical issues, and cultivating client relationships using platforms like Salesforce, Jarvis, Finesse, AS/400, HubSpot and Microsoft. Seeking a Senior role to leverage extensive background in customer relations management, administrative, support and support team development.

Customer service professional with proven ability to enhance customer satisfaction and streamline service processes. Known for collaborative teamwork and achieving consistent results in dynamic environments. Effective communicator with strong analytical and problem-solving skills.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Pro Customer Care Specialist – Sales/ Technical Support

Lowe's Home Improvement
12.2023 - Current
  • Provided technical support to customers leading to resolutions
  • Track record of driving customer satisfaction
  • Assisted in training for new employees to ensure preparedness for customer interaction and system navigation
  • Address account inquiries and facilitate resolution of technical problems, engaging IT support coordination as required
  • Maintain client satisfaction through diligent order processing, accurate price guarantee enforcement, timely quote follow-ups, and delivery coordination of services
  • Managed 40 plus calls

Remote Customer Care Specialist - Sales/ Technical Support

Lowe's Home Improvement
12.2022 - Current
  • Provided excellent customer service with lead to number breaking surveys.
  • Manage customer account inquiries and process payments, maintaining high levels of accuracy and security
  • Collaborate with internal teams to resolve customer concerns, providing a cohesive service experience
  • Utilize customer management systems such as Salesforce and Avaya to streamline inquiry handling and order processing
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved accounting, service and delivery concerns.
  • Identified and resolved discrepancies and errors in customer accounts.

Human Resources Manager

Expert Professional
01.2022 - 12.2023
  • Streamlined operations and prioritized tasks, leading to profit
  • Oversee recruitment and training processes for new sales personnel, ensuring effective role preparation
  • Administer payroll operations for team members, guaranteeing accuracy and punctuality in compensation
  • Coordinate inventory management tasks, including distribution and meticulous record-keeping
  • Devised hiring and recruitment policies for 15 employee company.

Corporate Customer Relations Manager- Marketing, Sales, Customer Service, PR

Tractor Company
05.2019 - 04.2022
  • Established and streamlined Customer Relations department procedures to enhance issue resolution efficiency
  • Managed the CMS database and handled inquiries, successfully resolving 6,484 customer support tickets
  • Facilitated communication among retailers, headquarters, and customers, improving sales and market reach while managing brand reputation online
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Established performance and service goals and held associates accountable for individual performance.
  • Implemented effective communication strategies for better understanding of customer needs and expectations.
  • Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
  • Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
  • Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Instituted structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Maintained statistical database of customers using HubSpot for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
  • Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
  • Spearheaded the creation of an automated ticketing system, streamlining issue resolution processes while reducing response times considerably.
  • Optimized CRM software usage for better tracking of interactions between customers and company representatives.
  • Fostered a culture of customer-centric thinking within the organization, driving teams to prioritize client needs and expectations in all decision-making processes.

Independent Contractor

Courtesy Professional
02.2018 - 03.2022
  • Managed administrative tasks including document processing, billing, and inventory management, enhancing operational efficiency
  • Provided marketing support and customer service, aiding in the upkeep of robust client relationships
  • Handled financial transactions with precision, ensuring accurate daily maintenance of financial records

Paraprofessional/Administrative Assistant/Mentor

Resourcefulness LLC
06.2016 - 01.2017
  • Facilitated after-school programs that enhanced emotional support and behavioral improvement, effectively redirecting negative behaviors to foster a positive learning environment
  • Collaborated with students to set and achieve personalized behavioral and academic goals, providing targeted support with homework assignments
  • Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
  • Enhanced student support by delivering one-on-one and small group assistance in various subjects.
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
  • Strengthened student literacy skills through targeted reading intervention programs tailored to individual needs.

Late-Stage Analysis/AR/Customer Service

Genpact
05.2014 - 02.2016
  • Processed financial transactions, maintained billing accuracy, and collected payments in compliance with company procedures to safeguard guest information
  • Conducted welcome calls and verified room readiness, managing credit verification and payment arrangements to ensure guest satisfaction
  • Conducted comprehensive analyses of delinquent accounts and facilitated dispute resolutions, resulting in effective negotiation of collection letters and settlement agreements
  • Utilized investigative tools like Accurint and Google to trace assets and individuals, contributing to enhanced account recovery processes and achieving a personal collection record of $185,000 in a single month

Collector/Medical Biller

Capital City Ambulance
01.2009 - 12.2014
  • Investigated and resolved denied insurance claims via telephonic, electronic, and paper-based systems, ensuring accuracy and compliance with industry standards
  • Verified patient eligibility with various insurance providers and facilitated payment plan setups for self-pay patients, maintaining strict adherence to HIPAA regulations
  • Reduced outstanding account balances by utilizing skip tracing techniques and coordinating collection efforts

Case Manager

Restoration Ministries Inc.
01.2001 - 12.2010
  • Case Management- conducted comprehensive intake assessments to pinpoint client needs and crafted tailored resource plans for individuals affected by HIV/AIDS, providing personalized support
  • Facilitated health management through weekly home visits and accompaniment to medical appointments, focusing on critical health indicators to enhance client well-being
  • Monitored clients' CD4 counts and viral loads closely, emphasizing the importance of medication adherence to improve health outcomes
  • Maintained current knowledge of state health regulations and industry best practices, ensuring adherence to HIPAA standards for client confidentiality and professional service delivery

Medical Biller/Office Manager/Administrative

RBH, Inc
01.2002 - 12.2008
  • Streamlined Medicaid billing processes to decrease claim denials and expedite payment collections through accurate submissions
  • Conducted comprehensive reviews of patient files and coding to ensure compliance with Medicaid standards before claims submission
  • Managed a team of seven, overseeing training, scheduling, supply management, and payroll in strict accordance with HIPAA regulations

Registrar/Intake/Front Desk

Tri-Community Health Center
01.1997 - 12.1998
  • Delivered high-quality customer service by facilitating patient intake, managing medical records with accuracy, verifying and processing insurance, and collecting co-payments in a timely manner
  • Assisted in the organization of a weekly pregnancy clinic, ensuring adherence to HIPAA regulations for patient privacy and provided support in managing switchboard and front desk operations

Front Desk Clerk

Deer Park Motor Lodge
01.1996 - 12.1997
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
  • Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
  • Provided exceptional customer service for a positive guest experience, resulting in repeat business.

Education

Some College (No Degree) - Business Administration

Southern New Hampshire University
Manchester, NH

Certificate - Frontline Manager Leadership Essential

University of Denver
Denver, CO
12.2023

Skills

  • Payment processing
  • Customer service excellence
  • Complaint handling
  • Call center experience
  • Data entry
  • Product knowledge
  • Billing coordination
  • Active listening
  • Time management
  • Multitasking and organization
  • Adaptability and flexibility
  • Decision-making
  • Technical troubleshooting
  • MS office
  • Call documentation
  • POS systems and ordering platforms
  • Remote office availability
  • Teamwork and collaboration
  • Microsoft exchange
  • Professional telephone demeanor
  • Calm and professional under pressure
  • Microsoft office

Certification

Notary Public, 10/18/24

Timeline

Pro Customer Care Specialist – Sales/ Technical Support

Lowe's Home Improvement
12.2023 - Current

Remote Customer Care Specialist - Sales/ Technical Support

Lowe's Home Improvement
12.2022 - Current

Human Resources Manager

Expert Professional
01.2022 - 12.2023

Corporate Customer Relations Manager- Marketing, Sales, Customer Service, PR

Tractor Company
05.2019 - 04.2022

Independent Contractor

Courtesy Professional
02.2018 - 03.2022

Paraprofessional/Administrative Assistant/Mentor

Resourcefulness LLC
06.2016 - 01.2017

Late-Stage Analysis/AR/Customer Service

Genpact
05.2014 - 02.2016

Collector/Medical Biller

Capital City Ambulance
01.2009 - 12.2014

Medical Biller/Office Manager/Administrative

RBH, Inc
01.2002 - 12.2008

Case Manager

Restoration Ministries Inc.
01.2001 - 12.2010

Registrar/Intake/Front Desk

Tri-Community Health Center
01.1997 - 12.1998

Front Desk Clerk

Deer Park Motor Lodge
01.1996 - 12.1997

Some College (No Degree) - Business Administration

Southern New Hampshire University

Certificate - Frontline Manager Leadership Essential

University of Denver

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Tennille Mann