Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiana Harrison

Stone Mountain,Georgia

Summary

Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.

Overview

18
18
years of professional experience

Work History

Assistant Customer Service Manager

Publix
2021.12 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
  • Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
  • Coordinated staff schedules to maintain optimal coverage during peak service hours.
  • Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
  • Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
  • Collaborated with fellow managers to identify areas of improvement for overall customer service operations.

Customer Service Team Leader

Publix
2018.06 - 2021.08
  • Streamlined team processes for increased efficiency and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Worked well in a team setting, providing support and guidance.
  • Trained new personnel regarding company operations, policies and services.
  • Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
  • Responded to employee inquiries regarding benefits and other HR topics.
  • Processed employee termination paperwork at direction of supervisory staff.
  • Helped employees register for benefits programs using online portals.
  • Enhanced onboarding experience for new hires by creating comprehensive orientation materials and training programs.
  • Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.

Customer Service Staff

Publix
2006.10 - 2018.06
  • Cross-trained and provided backup support for organizational leadership.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Used POS system to enter orders, process payments and issue receipts.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
  • processed money transfer, money orders, and cash checks
  • Upholds anti money laundering laws
  • Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Completed regular audits of cash drawers to ensure compliance with regulatory requirements and company guidelines.

Cashier

Publix
2005.12 - 2006.10
  • Performed cash, card and check transactions to complete customer purchases.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Built relationships with customers to encourage repeat business.
  • Used POS system to enter orders, process payments and issue receipts.
  • Operated cash register to record transactions accurately and efficiently.

Education

High School Diploma -

Western High School
Davie, FL

No Degree - Accounting

Sheridan Technical College
Hollywood, FL

Skills

  • Workflow Management
  • Information Security
  • Customer-focused
  • Employee Coaching and Mentoring
  • New Hire Training
  • Human Resources Management
  • Shift Scheduling
  • Customer Relationship Management (CRM)
  • Performance Tracking and Evaluation
  • Call Monitoring
  • Staff Development
  • Team Building and Leadership
  • Excellent time management skills
  • Employee Scheduling
  • Cash Handling

Timeline

Assistant Customer Service Manager

Publix
2021.12 - Current

Customer Service Team Leader

Publix
2018.06 - 2021.08

Customer Service Staff

Publix
2006.10 - 2018.06

Cashier

Publix
2005.12 - 2006.10

High School Diploma -

Western High School

No Degree - Accounting

Sheridan Technical College
Tiana Harrison