Tywanii Hardman
Sachse,TX
Summary
Results-driven customer service professional with over 5 years of experience in team leadership and cross-department collaboration. Skilled in developing policies and procedures that improve service quality and customer satisfaction. Passionate about leveraging technical expertise to drive operational success.
Overview
8
8
years of professional experience
Work History
Customer Service Lead
Westwood Insurance
Plano, Texas
03.2022 - Current
- Led customer service team to improve response times and service quality.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
Customer Service Supervisor
State Farm
Plano, Texas
02.2020 - 03.2022
- Supervised daily operations in a fast-paced customer service environment.
- Trained and mentored new customer service representatives effectively.
- Conducted performance evaluations to assess team member effectiveness.
- Monitored call center metrics to ensure service quality standards were met.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
Customer Care Representative
GEICO
Richardson, Texas
08.2017 - 02.2020
- Assisted customers with policy inquiries and claim submissions.
- Handled customer complaints and provided effective solutions.
- Maintained knowledge of industry trends and company policies.
- Processed payments and updated customer accounts efficiently.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
Bachelor of Science - Criminal Justice
South University
Austin, TX04-2023
Associate of Arts - Criminal Justice
North Central Texas College
Denton, TX04-2019
Skills
- Customer relationship management
- Technical issue resolution
- Policy development
- Complaint handling
- Team leadership
- Cross-department collaboration
- Customer relations
- Customer service excellence
- [Software] CRM system proficiency
- Call center experience
Timeline
Customer Service Lead
Westwood Insurance
03.2022 - Current
Customer Service Supervisor
State Farm
02.2020 - 03.2022
Customer Care Representative
GEICO
08.2017 - 02.2020
Bachelor of Science - Criminal Justice
South University
Associate of Arts - Criminal Justice
North Central Texas College