Tyanna Walker

• Delivered empathetic, high touch customer experience across phone, inbound and outbound, email, chat and social media while building trust, loyalty and long-term satisfaction for customers and clients.
• Managed, documented and took full ownership of complex customer cases and financial assistance request within delegation of authority for vehicle repairs from intake to final resolution with accuracy compliance and strategic high impact solutions within company policy.
• Leveraged exceptional written and verbal communication skills to clearly convey complex information, collaborate across teams and ensure customer understanding and satisfaction.
• Analyzed trends and escalations, identifying recurring issues, and recommend process improvements to reduce case volume and improve customer experience.
• Scheduled and followed up with customers post appointment to ensure all of their concerns were addressed and resolved.

• Partnered with operations management on strategic projects, optimizing processes, resolving system inefficiencies, and improving agent productivity to deliver faster, higher quality, customer experiences.

• Directed all overnight hotel operations as the acting manager on duty, making real-time decisions, resolving escalations, and ensuring a secure, stainless guest experience.
• Lead comprehensive end of day, financial reconciliation, verifying transactions, maintaining rate integrity, correcting discrepancies, and producing audit reports for leadership decision-making.
• Delivered high touch guest support, resolving complex issues and last minute request with professionalism and authority.
• Managed reservations, check-in, check out and billing with precision, preventing revenue loss, and operational errors.
• Oversaw property safety and compliance monitoring, security protocols, documenting incidents, and generating operational and financial reports to guide next day management.

• Lead quality assurance initiatives for high volume customer interactions, evaluated and scored calls, chat and emails to ensure policy and regulatory compliance.
• Identified performance trends and wrote causes of errors delivering actionable insights that enhance efficiency and overall
• Coached and mentored agents based on QA findings, strengthening adherence to standards and improving communication skills.
• Produced detailed reports and analyzed QA metrics, leveraging, KPT's and SLA data to guide management decisions and operational improvements.
• Collaborated with cross functional teams to implement process enhancement and optimize workflow across departments.

• Delivered high value, customer support via phone and digital channels, resolving billing, account in service issues with professionalism and efficiency.
• Assessed and resolved complex customer issues, escalating strategically to ensure timely positive outcomes.
• Guided customers through technical troubleshooting and account management, translating technical details into clear, actionable steps.
• Consistently exceeded key performance metics, including call handle time, first call resolution and customer satisfaction scores.
• Collaborated cross functionally to address service challenges and improvements that enhanced operational efficiency.
• Provided exceptional customer support, resolving inquiries efficiently and enhancing client satisfaction through attentive listening.