Summary
Overview
Work History
Education
Skills
Timeline
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Tiyon Holmes

Round Rock,TX

Summary

Motivated Customer Advocate with over 10 years of customer service experience in fast-paced call center environments. Excellent verbal and written communication skills and computer proficiency with proven typing speed of 40 WPM. Flexibility to work nights, weekends and holidays to offer optimal customer support.

Overview

10
10
years of professional experience

Work History

Dispatcher

Randstad
01.2023 - 06.2025
  • Planned and coordinated routes for drivers
  • Used Samsara /OmniTRAX for route compliance and safety adherence
  • Responsible for checking daily pretrip and post outs from drivers
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Facilitated communication between customers and other departments to facilitate resolution.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.

Operations Manager

Cardinal Recovery
03.2019 - 01.2023
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Handled staff training initiatives aimed at improving the workforce.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Supervised 10 CSRs in providing excellent customer service to callers requiring assistance for rehabilitation and addiction services.

Dispatcher

YRC Freight
02.2015 - 07.2021
  • Directed dispatching, routing, and tracking of 15-20 fleet vehicles.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Tracked and monitored vehicle performance and maintenance.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Communicated with customers to provide delivery updates and resolution.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.

Education

Human Development

Indiana State University
Terre Haute, IN

Skills

  • Decision-making
  • Active listening
  • High-volume call centers
  • Call management
  • Verbal and written communication
  • Customer service optimization
  • MS software proficiency
  • Critical thinking
  • Multitasking Abilities
  • Traffic monitoring

Timeline

Dispatcher

Randstad
01.2023 - 06.2025

Operations Manager

Cardinal Recovery
03.2019 - 01.2023

Dispatcher

YRC Freight
02.2015 - 07.2021

Human Development

Indiana State University

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