Open To Work
Tonya Lehman
Las Vegas,United States
Work Preference
Summary
Dynamic customer service professional with a proven track record at UPS, excelling in conflict resolution and customer retention strategies. Adept at advocating for clients while ensuring SLA adherence, I consistently enhance satisfaction through effective problem-solving and team collaboration. Recognized for delivering service recovery solutions that drive loyalty and operational efficiency.
Overview
18
18
years of professional experience
Work History
Lead Assist / Recovery Advocate
UPS
Las Vegas, United States
09.2014 - 08.2024
- Led resolution of escalated issues with UPS package centers.
- Handled supervisor-level calls and customer escalations with complete ownership.
- Administered service recovery solutions to enhance retention and satisfaction.
- Utilised GBS escalation procedures for effective communication with management.
- Advocated for customers, balancing service and business needs.
- Collaborated with lead CSRs on complex cases.
- Consistently met SLA standards, ensuring departmental efficiency.
Customer Service Agent
United Parcel Service
10.2006 - 09.2014
- Facilitated customer inquiries regarding shipping, tracking, and delivery issues.
- Offered technical support for UPS systems and shipping software.
- Ensured exceptional customer service in a dynamic, fast-paced setting.
- Resolved customer concerns efficiently, enhancing satisfaction.
- Supported software usage, increasing team productivity.
- Maintained service excellence under pressure, contributing to company reputation.
Education
High School Diploma -
Valley High School
Las VegasSkills
- Customer service and support
- Verbal communication
- Conflict resolution
- SLA adherence
- Critical thinking
- Technical support
- Active listening
- Empathy
- Patience
- Adaptability
- Attention to detail
- Friendly demeanor
- Problem solving
- Writing skills
- Team collaboration
- Team leadership
- Issue resolution
- Time management
- Communication skills
- Customer retention strategies
- Escalation procedures
- Service recovery solutions
- Complex problem solving
- Advocacy for customers
- Documentation management
- Organizational skills
- Professionalism and ethics
Timeline
Lead Assist / Recovery Advocate
UPS
09.2014 - 08.2024
Customer Service Agent
United Parcel Service
10.2006 - 09.2014
High School Diploma -
Valley High School