TuWuana Harney
Indianapolis
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Unicor
Indianapolis
03.2016 - 12.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided accurate information about products and services to customers.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Resolved customer complaints promptly and efficiently.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service & Team Trainer
Goodwood Industries
Indianapolis
02.2009 - 11.2010
- Assisted in creating a motivational atmosphere that encouraged team growth.
- Explained goals and expectations required of trainees.
- Demonstrated job-specific tasks and explained policies to many associates each quarter.
- Assessed progress of employees during training programs, providing feedback as needed.
- Utilized feedback to continuously improve training methods and content.
- Instructed new team members on correct procedures for operations.
- Counted and balanced cashier drawers.
- Addressed customer questions and concerns regarding products and services.
- Scanned items and checked pricing on cash register for accuracy.
- Greeted customers promptly and responded to questions.
- Processed credit card transactions accurately and efficiently.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
Cashier
Yum Foods
Indianapolis
02.2006 - 10.2008
- Performed other duties as assigned by management.
- Resolved customer complaints professionally in accordance with company policy.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered phone calls to assist customers with questions and orders.
- Checked personal identifications during alcohol and tobacco sales.
- Worked closely with front-end staff to assist customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Learned roles of other departments to provide coverage and keep store operational.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
Certified Nursing Assistant
Gentiva Staffing
Indianapolis
01.2000 - 09.2006
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Helped residents walk with or without self-help devices.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Reported changes in patient condition to registered nurse or physician.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Responded quickly to emergency situations involving sudden illness or injury.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Education
Associate of Science - Business Management
Brown Mackey College
Indianapolis, IN05-2019
Skills
- Customer service
- Order tracking
- CRM software
- Data entry
- Complaint resolution
- Team building
- Time management
- Problem solving
References
References available upon request.
Timeline
Customer Service Representative
Unicor
03.2016 - 12.2022
Customer Service & Team Trainer
Goodwood Industries
02.2009 - 11.2010
Cashier
Yum Foods
02.2006 - 10.2008
Certified Nursing Assistant
Gentiva Staffing
01.2000 - 09.2006
Associate of Science - Business Management
Brown Mackey College
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