TYONDA NORRIS
Baltimore,MD
Summary
Customer Service and Operations Professional experienced in delivering exceptional service and resolving complex issues in fast-paced environments. Achieved effective resolution of billing concerns and disputes while ensuring compliance with industry standards through strong problem-solving and team leadership skills. Focused on enhancing customer satisfaction and operational efficiency by accurately documenting service requests and utilizing CRM systems for managing high-volume inquiries.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Representative
CardWorks
Orlando, FL
12.2022 - Current
- Provided customer service remotely through phone, email, and online support channels.
- Assisted customers with billing concerns, account management, disputes, and fraud-related issues.
- Verified and documented customer information to ensure accurate account activity and service requests.
- Explained payment assistance programs, account requirements, and resolution options to customers.
- De-escalated customer concerns and resolved challenging situations while maintaining professionalism and customer satisfaction.
- Managed high-volume customer inquiries independently while meeting productivity, quality, and response-time expectations.
- Communicated effectively with customers and team members while operating independently in a remote environment.
Title Processor (Part-Time)
IAA
Orlando, FL
03.2022 - 11.2022
- Reviewed title records and documentation to ensure compliance with state requirements.
- Reviewed title records and documentation, ensuring compliance with state requirements to minimize legal risks.
- Researched and resolved discrepancies in title records, enhancing accuracy and reliability of documentation.
- Maintained organized files and electronic records, supporting efficient retrieval and management of title information.
Processing Mailing Clerk (Seasonal PSE)
United States Postal Service
Orlando, FL
11.2021 - 11.2022
- Processed and sorted high volumes of mail and packages to ensure timely delivery.
- Scanned, weighed, and routed packages to optimize accuracy and maintain operational flow.
- Met strict deadlines while upholding quality and productivity standards.
Department Team Lead
Walmart
Baltimore, MD
12.2020 - 10.2021
- Led a team of 15+ employees, coordinating daily operational activities to ensure smooth workflow.
- Assisted with inventory management, scheduling, productivity planning, and employee training.
- Managed inventory, scheduling, productivity planning, and employee training to support team efficiency.
- Clarified policies, procedures, and daily expectations to team members, fostering alignment and accountability.
Service Manager
Chipotle Mexican Grill
Baltimore, MD
02.2014 - 11.2020
- Managed daily operations, scheduling, labor planning, and customer service activities to ensure seamless service delivery.
- Supervised staff performance and coached employees to enhance service quality and operational efficiency.
- Resolved customer concerns and maintained positive customer relationships.
- Balanced multiple responsibilities and priorities in a fast-paced environment to maintain service standards.
Education
High School Diploma -
Towson High School
Towson, MDSkills
- Customer service
- Customer Account Support
- Account management
- Billing resolution
- Dispute handling
- Fraud Prevention Techniques
- Identity Verification
- Accurate Data Management
- CRM systems
- Information gathering
- Quality compliance
- Remote Team Collaboration
- Conflict Resolution & Deescalation
- Problem Solving
- Microsoft Office Suite
- Public interaction
- Dispute handling
ADDITIONAL QUALIFICATIONS
- Strong ability to communicate effectively with the public both verbally and in writing.
- Experienced in reviewing, verifying, and maintaining confidential customer records and documentation.
- Demonstrated ability to identify issues, research solutions, and resolve discrepancies efficiently.
- Skilled in handling high-volume workloads while maintaining accuracy and professionalism.
- Ability to explain policies, procedures, and eligibility requirements clearly to customers.
Timeline
Remote Customer Service Representative
CardWorks
12.2022 - Current
Title Processor (Part-Time)
IAA
03.2022 - 11.2022
Processing Mailing Clerk (Seasonal PSE)
United States Postal Service
11.2021 - 11.2022
Department Team Lead
Walmart
12.2020 - 10.2021
Service Manager
Chipotle Mexican Grill
02.2014 - 11.2020
High School Diploma -
Towson High School