Summary
Overview
Work History
Education
Skills
Timeline
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Tyneilia Roux

Tyneilia Roux

Peachtree Corners,GA

Summary

Customer-focused professional with 15+ years in sales and customer service. Expertise in empathetic communication and creative problem solving. Proven track record of building trust and fostering relationships across various channels. Committed to exceeding goals and enhancing customer experience.

Overview

11
11
years of professional experience

Work History

Customer Experience Consultant

CarMax
03.2023 - Current
  • Delivered exceptional remote customer service by guiding buyers through the online car purchasing process from inquiry to final sale.
  • Utilized digital tools and CRM systems to maintain accurate records of customer interactions, vehicle preferences, and follow-ups.
  • Handled high call volumes and online chats with empathy, efficiency, and attention to detail, ensuring a seamless customer journey.
  • Educated customers on financing options, warranties, and vehicle features, resulting in increased satisfaction and conversion rates.
  • Collaborated cross-functionally with internal teams to resolve issues quickly and maintain high customer service standards.
  • Exceeded performance goals in customer satisfaction, response time, and sales support in a fully remote environment.

Customer Loyalty Representative

Ackerman Security
03.2023 - Current
  • Saved over 130 customers each month, achieving top commission tiers.
  • Maintained a 80% save ratio, exceeding company goal by 10%.
  • Created over $220,000 in sales opportunity revenue.
  • Obtained over 250 contract renewals in a 12-month period.
  • Retained over 50,000 in recurring revenue.

Customer Care Representative

Ackerman Security
08.2020 - 03.2021
  • Promptly handled an average of 80 customer inquiries and complaints per day with a 95% customer satisfaction rate.
  • Maintained an 85% average in first call resolution by acknowledging customer’s concerns and handling them in a timely manner.
  • De-escalating calls, when necessary, by maintaining a high level of product knowledge and professionalism.
  • Maintained a Quality Assurance goal of 90% by adhering to policies and procedures on each call.

Customer Service Representative

INCOMM
08.2017 - 03.2020
  • Promptly handled an average of 80 customer inquiries and complaints per day with a 95% customer satisfaction rate.
  • Maintained an 85% average in first call resolution by acknowledging customer’s concerns and handling them in a timely manner.
  • De-escalating calls, when necessary, by maintaining a high level of product knowledge and professionalism.
  • Maintained a Quality Assurance goal of 90% by adhering to policies and procedures on each call.

Inside Sales Representative

The Home Depot
09.2014 - 04.2017
  • Exceeded monthly sales quotas by 20% on a regular basis.
  • Generated over $400,000 in sales.
  • Performed suggestive selling increasing revenue by 60%.
  • Resolved complex matters using critical thinking to drive sales revenue.

Education

Associate of Arts - Communications

Georgia Highlands College
Rome, GA
01.2013

Skills

  • Customer-centric communication
  • Creative problem solving
  • Empathetic listening
  • High-volume call handling
  • CRM software proficiency
  • Tailor-made sales solutions
  • Conflict resolution
  • Remote customer support
  • Multichannel communication
  • Upselling and cross-selling techniques
  • Adaptability under pressure
  • Performance metrics tracking
  • Relationship building
  • Fraud prevention and dispute resolution
  • Quality assurance and call monitoring

Timeline

Customer Experience Consultant

CarMax
03.2023 - Current

Customer Loyalty Representative

Ackerman Security
03.2023 - Current

Customer Care Representative

Ackerman Security
08.2020 - 03.2021

Customer Service Representative

INCOMM
08.2017 - 03.2020

Inside Sales Representative

The Home Depot
09.2014 - 04.2017

Associate of Arts - Communications

Georgia Highlands College

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