Tyanne Walker
Columbus
Summary
Dynamic Customer Service Advocate with a proven track record at BMW Financial Services, excelling in conflict resolution and CRM software utilization. Recognized for enhancing customer satisfaction through effective communication and process optimization, consistently exceeding performance targets while mentoring team members to achieve excellence in service delivery. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Advocate
BMW Financial Services
Columbus
01.2020 - 05.2025
- Assisted customers with inquiries regarding financial products and services.
- Resolved customer complaints promptly and effectively through various channels.
- Educated clients on payment options and financial policies to enhance understanding.
- Collaborated with cross-functional teams to improve service delivery processes.
- Maintained accurate records of customer interactions in the CRM system.
- Provided training and support to new team members on company procedures.
- Worked closely with other departments to ensure quality customer service delivery.
- Developed customer satisfaction surveys to gather feedback for service improvement.
- Monitored account statuses and initiated follow-ups as needed for resolution.
- Upheld privacy and security requirements for customer information.
- Managed incoming calls from customers in a professional manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Followed up on customer inquiries not immediately resolved.
- Consulted with customers to resolve service and billing issues.
- Greeted and assisted customers with inquiries regarding products and services.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Processed orders, forms, applications, and requests.
- Identified potential opportunities to upsell products or services.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Exceeded company productivity standards on consistent basis.
- Processed customer account changes with proprietary software.
- Completed continuing education and training programs for professional development.
- Developed strong customer relationships to encourage repeat business.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Oversaw warranty counseling process to manage expense controls.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Excelled in exceeding daily credit card application goals.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Customer Service Representative
Charter Communications, Time Warner Cable
Columbus
11.2018 - 11.2019
- Assisted customers with service inquiries and technical issues.
- Resolved billing discrepancies and account adjustments efficiently.
- Collaborated with team members to improve service delivery processes.
- Handled escalated complaints with empathy and professionalism.
- Maintained knowledge of current promotions and service offerings regularly.
- Trained new hires on customer service protocols and tools.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Surpassed sales goals through implementation of successful marketing strategies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Oversaw warranty counseling process to manage expense controls.
- Led on- and off-site customer support teams across multiple time zones.
Education
GED -
REYNOLDSBURG HIGH SCHOOL
OHIO05-2016
Skills
- Customer relationship management
- Conflict resolution
- CRM software
- Payment processing
- Service improvement strategies
- Client support services
- Process optimization
- Performance tracking
- Team collaboration
- Training program development
- Problem solving
- Time management
- Attention to detail
- Effective communication
- Mentoring others
- High-energy attitude
- Schedule mastery
- Quality control
- Key stakeholder relationship building
- Technical troubleshooting
- Live chat support
- Payment collection
- Member support
- Microsoft PowerPoint
- Appointment setting
- International sales support
- Report preparation
- Data entry
- Call center operations
- Email management
- Technical support
- Typing proficiency
- Microsoft Office Suite
- Payment handling
- Call center experience
- Data collection
- Inbound and outbound calling
- Shipping and receiving
- System implementation
- Complaint resolution
- Multi-line phone talent
- Fluent in multiple languages
- Computer proficiency
- Complaint handling
- Order fulfillment
- Staff education and training
- Recordkeeping strengths
- Mentoring
- Typing speed
- Clerical support
- Credit card processing
- Medical terminology
- Report creation
- Social media monitoring
- Calendaring
- Brand representation
- Call management
Accomplishments
- PERFECT ATTENDANCE
- PERFORMANCE
Timeline
Customer Service Advocate
BMW Financial Services
01.2020 - 05.2025
Customer Service Representative
Charter Communications, Time Warner Cable
11.2018 - 11.2019
GED -
REYNOLDSBURG HIGH SCHOOL