Tanya Freeman
Madison,Alabama
Summary
Customer Service professional with 40 years experience in leading teams to deliver exceptional customer experiences in various leadership roles.
Utilizes strong interpersonal skills and effective problem-solving to enhance guest satisfaction. Proven track record of fostering collaborative team environment and maintaining service quality. With strong emphasis on continuous team training.
Reliable and adaptable, ensuring high standards in fast-paced environments.
Overview
25
25
years of professional experience
Work History
Guest Service Team Leader
Randstad/VBC
09.2024 - Current
- Supervise guest service team, ensuring adherence to quality standards and protocols.
- Trains new team members on company policies, procedures, and best practices in guest services.
- Assist in resolving patron issues, demonstrating excellent problem-solving skills and professionalism.
- Assist patrons in navigating venue facilities and services
- Verifies ticket validity and ensured compliance with event policies.
Dedicated GEM Business Collection Manager
AT&T Inc.
08.2023 - 09.2025
- Managed a diverse portfolio of 180 dedicated accounts to optimize collection efforts and minimize losses via outbound and inbound customer calls, proper follow up and processing payments.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
Garnishment and Levy Processor
Regions Bank
10.2017 - 08.2023
- Managed garnishment processing for multiple jurisdictions, ensuring compliance with legal requirements.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues related to garnishments.
- Streamlined communication channels between departments to enhance operational efficiency in garnishment processing.
- Facilitated clear communication between all parties involved in the garnishment process through proactive outreach and prompt response to inquiries.
- Maintained a comprehensive understanding of various types of wage attachments, including tax levies, child support orders, and student loan deductions, enabling accurate processing of diverse cases.
Incubation Coach/Lead Training Manager
AT&T Inc.
07.2009 - 06.2017
- Conducted and managed multi-faceted 6-week new hire training program in a classroom setting.
- Trained new hires and monitored their progress for the 1st 6 months of employment
- Evaluated students' progress in a pass/fail scenario.
- Help create and oversee the implementations of new policies and procedures for different products
- Drove strategic planning sessions focused on aligning team goals with organizational objectives to boost overall performance.
- Boosted representatives confidence through personalized training sessions and continuous feedback.
Team Leader
AT&T Inc.
01.2008 - 06.2009
- Lead coaching and development sessions to help peers increase/achieve targeted results
- Facilitated training of job aids with over 100 representatives as learning tools to help improve results
- Lead support for newly hired and established employees to assist with company processes and product lines
- Collaborated with leadership to provide support for call-center sales representatives in a training capacity.
Sales Representative
AT&T Inc.
10.2006 - 12.2007
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Recommended products and services that best fit customer needs and preferences
- Worked in a team environment to ensure that customers were efficiently served
- Developed and maintained strong client relationships to drive sales growth.
- Continuously exceeded all sales targets and maximized revenue opportunities
Assistant Manager
Big Lots Stores, Inc.
03.2001 - 09.2006
- Assisted in daily store operations, ensuring efficient workflow and customer satisfaction.
- Coordinated staff scheduling to ensure adequate coverage during peak hours and events.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Trained and mentored new team members to enhance performance and service quality.
- Implemented inventory management strategies to optimize stock levels and reduce shrinkage.
Education
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Meadows Jr. College
Columbus, GeorgiaCertificate of Technical Studies - Business Administration
Columbus Technical College
Columbus, GeorgiaSkills
- Effective team leadership
- Collaborative decision making
- Goal-oriented planning
- Service-oriented professional
- Proficient in conflict management
- Effective problem resolution
- Team supervision
- Customer Service Specialist
Accomplishments
- Awarded for being a top 10% sales associate throughout the region
- Recognized as being in the top 10% as a collections rep
- Recognized by senior management for exceptional customer service, communication skills and escalation resolution.
- Recognized as an effective Training Coach
- 8 Time Recipient of the Customer Service Excellence Award
Timeline
Guest Service Team Leader
Randstad/VBC
09.2024 - Current
Dedicated GEM Business Collection Manager
AT&T Inc.
08.2023 - 09.2025
Garnishment and Levy Processor
Regions Bank
10.2017 - 08.2023
Incubation Coach/Lead Training Manager
AT&T Inc.
07.2009 - 06.2017
Team Leader
AT&T Inc.
01.2008 - 06.2009
Sales Representative
AT&T Inc.
10.2006 - 12.2007
Assistant Manager
Big Lots Stores, Inc.
03.2001 - 09.2006
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Meadows Jr. College
Certificate of Technical Studies - Business Administration
Columbus Technical College