Summary
Overview
Work History
Education
Skills
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Timeline
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TIONA WYATT

Dallas

Summary

Personable and dedicated Customer Service Representative with experience in the industry. Solid team player with an upbeat and positive attitude that establishes rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Articulate, enthusiastic, and results-oriented professional with a demonstrated passion for building relationships, cultivating partnerships, and driving business growth.

Overview

9
9
years of professional experience

Work History

Customer Service Agent

City of Dallas
07.2022 - 06.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.

Call Center Agent/Call Center Supervisor

Valor Intelligent Process
05.2021 - 05.2022
  • Handled customers effectively by identifying needs
  • Quickly gaining trust
  • Approaching complex situations and resolving problems to maximize efficiency
  • Delivered fast friendly and knowledgeable service for routine questions and service complaints
  • Met or exceeded call speed accuracy and volume benchmarks on consistent basis
  • Managed high-volume of inbound and outbound customer calls
  • Corrected issues by giving agents targeted and highly constructive feedback
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships

Shift Leader

Potbelly Sandwich Shop
01.2014 - 02.2019
  • Worked with POS system
  • Window Server System
  • Handheld devices
  • Printer
  • PC's tablets
  • And telephone system
  • Managed 10 employee on day-to-day basis duties includes employee management review to improve performance and training
  • Trained new and seasoned employee to deliver exceptional customer service start to finish
  • Delegate responsibility and accept accountability and regular feedback
  • Staff to recruit Interviews hire and employ an appropriate number of employees
  • Focused on great service and fast service directive
  • Maintain a positive/professional attitude in hectic/adverse situations or environment
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor
  • Mentored and coached staff by giving employees suggestions and feedback to improve job performance
  • Educated associates about offerings promotions and pricing to boost sales
  • Counted inventory resolved discrepancies and completed paperwork to keep system accurate and current

Education

High School -

Center High School
05.2011

Skills

  • Outstanding communication skills
  • Inbound customer service
  • Decision-making
  • Complaint handling
  • Multitasking and organization
  • Conflict resolution

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Timeline

Customer Service Agent

City of Dallas
07.2022 - 06.2023

Call Center Agent/Call Center Supervisor

Valor Intelligent Process
05.2021 - 05.2022

Shift Leader

Potbelly Sandwich Shop
01.2014 - 02.2019

High School -

Center High School