Tyonna McCowin
Charlotte,NC
Summary
Dynamic customer service professional with a proven track record at Tru Green Chem Lawn Glenarm, excelling in conflict resolution and client relations. Recognized for enhancing customer satisfaction through active listening and effective problem-solving. Skilled in Microsoft Office Suite, I consistently exceed performance metrics while fostering a positive team environment.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Tru Green Chem Lawn Glenarm
Charlotte, NC
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer
Salary Manager
Brinker Internationl, Chili's Grill & Bar
Charlotte, NC
04.2021 - 01.2022
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Mentored and developed staff members for career advancement opportunities
Restaurant Manager
TGI Fridays
Charlotte, NC
03.2019 - 02.2021
- Ensured compliance with company policies
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional
- Effectively managed payroll and timekeeping, and paperwork for new hires
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements
- Ensured compliance with local health department regulations
Contact Center Supervisor
Hartford Consulting Group
Charlotte, NC
07.2015 - 03.2019
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of Number agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Reduced average handling time with effective coaching and feedback sessions for agents.
Education
Bachelor Of Science In Nursing -
Central Piedmont Community College
Charlotte, NCMixology -
ABC Bartending School
Charlotte, NC06.2016
CNA -
American Health Academy
Charleston, NC08.2013
High School Diploma -
Kennedy Charter Public School
Charlotte, NC06.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Team development
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Staff training
- Live chat support
- Sales expertise
- Store maintenance
- Friendly, positive attitude
- Teamwork and collaboration
- Multitasking
- Microsoft teams
- Office 365 security
Timeline
Customer Service Representative
Tru Green Chem Lawn Glenarm
01.2022 - Current
Salary Manager
Brinker Internationl, Chili's Grill & Bar
04.2021 - 01.2022
Restaurant Manager
TGI Fridays
03.2019 - 02.2021
Contact Center Supervisor
Hartford Consulting Group
07.2015 - 03.2019
Bachelor Of Science In Nursing -
Central Piedmont Community College
Mixology -
ABC Bartending School
CNA -
American Health Academy
High School Diploma -
Kennedy Charter Public School