Tomika Sturdivant
Gastonia,NC
Summary
Highly motivated leader with a productive energy that drives me to exceed expectations in providing excellent service for customers and frontline employees. Extensive experience in managing highly escalated customers and analyzing data to produce effective results for the team and customers. Excelled at various levels throughout the company, consistently delivering exceptional service and driving positive outcomes.
Overview
8
8
years of professional experience
Work History
Team Lead
Republic Services
05.2023 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for a team of 20 agents by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members on the techniques necessary to complete job tasks.
- Guiding the team towards our shared goals while ensuring everyone feels valued and motivated.
- I encourage collaboration by fostering an inclusive environment where all ideas are welcomed.
- I focus on providing support and resources to help my team succeed.
- Most of all I track our progress, celebrate our achievements, and address any issues that arise promptly to keep us on track.
Operational Excellence Senior Advisor
Republic Services
07.2021 - 05.2023
- Handles and resolves escalated customers at our
service, sales, and corporate levels. - Conducts extensive research into customer accounts to provide them with a viable solution to their issues.
- Responded and assisted customers courteously and professionally, when it came to escalated calls from our customers with service concerns.
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
Inside Sales Residential Consultant
Republic Services
02.2021 - 07.2021
- Provide Sales support to new and existing customers in
setting up accounts and making changes to the current service. - Offer customized solutions that could better assist the
customer while providing a high level of
professionalism. - Use sales tactics that I learned while in training to
retain the customer with the service. - Meeting and maintaining performance standards and
working towards my daily goals of overall and team
improvement. - Excellent written and verbal presentation skills. Going
above and beyond actively looking for ways to assist
every customer. - While building customer trust in the Republic
Services brand and remaining loyal customers by
exemplifying consistency and overall great quality to
the brand.
Customer Resource Specialist I & II
Republic Services
06.2017 - 02.2021
- Solve general concerns or issues. All while delivering the highest level of exceptional service to our customers.
- Provide full attention to customer’s all while paying
attention to detail. - Strong communication and active listening skills. asking questions and talking when appropriate, so customers
understand I am here to help and assist them. - Meeting and maintaining performance standards and
working towards my daily goals of overall and team
improvement. - Excellent written and verbal presentation skills. Going
above and beyond actively looking for ways to assist
every customer. - Take much pride in my overall work, and strive to
achieve daily.
Education
Bachelor of Science - Operations Management
University of Phoenix
Tempe, AZ02-2026
Bachelor's Degree - Cyber Security
Strayer University
01.2022
Associates Degree - Criminal Investigations
Everest University
01.2013
High School -
James Kenan High School
01.1996
Skills
- Strong communication skills
- Time Management
- Detail oriented
- Conflict Resolution
- Integrity and honesty
- Performance Improvement
- Conflict resolution
- Team leadership & development
- Attention to detail
- Coaching and mentoring
- Customer focus
Timeline
Team Lead
Republic Services
05.2023 - Current
Operational Excellence Senior Advisor
Republic Services
07.2021 - 05.2023
Inside Sales Residential Consultant
Republic Services
02.2021 - 07.2021
Customer Resource Specialist I & II
Republic Services
06.2017 - 02.2021
Bachelor's Degree - Cyber Security
Strayer University
Associates Degree - Criminal Investigations
Everest University
High School -
James Kenan High School
Bachelor of Science - Operations Management
University of Phoenix