Summary
Overview
Work History
Education
Skills
Languages
Timeline
Manager

Tia Drew

Oklahoma City,OK

Summary

Dynamic customer service professional with extensive experience at USA800. Proven track record in complaint handling and CRM software, enhancing customer satisfaction by 85%. Adept at technical troubleshooting and conflict resolution, leveraging strong analytical thinking and empathy to foster positive client relationships. Committed to delivering excellence in every interaction.


Overview

6
6
years of professional experience

Work History

Manager

Safeway
10.2021 - 02.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Customer Service Representative

USA800
03.2019 - 11.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls about 1 or 2 a week efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Manager

Salesforce
12.2022 - 07.2025
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Server

Buffalo Wild Wings
03.2025 - 07.2025
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.

Manager

Wingstop
07.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.

Education

High School Diploma -

Rider High School
Wichita Falls, TX
05.2016

Skills

Problem-solving

  • Quality assurance
  • Active listening
  • Technical troubleshooting
  • Customer service excellence
  • Empathy and patience
  • Multitasking and organization
  • Time management
  • Analytical thinking
  • Adaptability and flexibility

Languages

English
Full Professional

Timeline

Server

Buffalo Wild Wings
03.2025 - 07.2025

Manager

Wingstop
07.2024 - Current

Customer Service Manager

Salesforce
12.2022 - 07.2025

Manager

Safeway
10.2021 - 02.2022

Customer Service Representative

USA800
03.2019 - 11.2022

High School Diploma -

Rider High School

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