Customer Service Work-From-Home
Resume:
TENIELLE LAYNE
Elkridge, MD *****
*************@*****.***
PROFESSIONAL SUMMARY
Seasoned professional with over 10 years’ experience in customer service, administrative support, and client services roles. Expert in delivering exceptional customer satisfaction through effective communication and problem-solving. Proficient in time management, data entry, and CRM systems. Adept at multitasking and maintaining meticulous attention to detail in high- pressure environments. Enthusiastic about applying my skills and experience to a dynamic customer-focused role, contributing to your organization’s goals, and delivering top-tier service. EXPERIENCE
Ferguson Beltsville, MD November 2023 – July 2024
Counter Sales Representative
● Provide advice to customers regarding the best products to fit their needs.
● Receive and prioritize calls based on in-stock merchandise.
● Record all calls in SharePoint using the phone communication database.
● Process orders via order management system.
● Operate cash registers and follow established cash handling procedures.
● Prepare and stage orders for customer pick up.
● Maintain store appearance and merchandising standards as advised.
● Ensure that merchandise is restocked and placed in their respective areas.
● Maintain a safe working environment including Personal Protective Equipment (PPE).
● Respond to emails and we phones input orders.
Hook N’ Reel Restaurant Lanham, MD March 2013 – November 2023 Restaurant Manager
● Orchestrated comprehensive training programs for new hires, ensuring full compliance with food/beverage service regulations and policies, resulting in 5% reduction in onboarding time.
● Utilized Workforce Now to process and verify new hire documentation.
● Coordinated verification of new employee I-9 form.
● Managed all monetary transactions with meticulous attention to detail, ensuring precise balancing and secure recording, with zero discrepancies reported during quarterly audits.
● Strategically delegated employee work schedules, closely monitoring performance and providing targeted support, leading to a 20% improvement in overall team productivity.
● Engaged with customers to promote excellent service and experiences, which resulted in repeat business.
● Spearheaded customer service initiatives, leveraging feedback from customer comment cards to enhance the dining experience.
● Contributed to management of social media platforms and customer reviews, resulting in a 30% increase in positive online sentiment.
● Implemented a robust weekly reporting system that monitors revenue and customer service metrics, resulting in continuous achievement and surpassing of targeted weekly goals.
Howard University Hospital Washington, DC January 2018 - June 2019 Customer Service Representative
● Responded to an average of 80 patient service inquiries per day in fast paced environment.
● Received and prioritized calls daily based on patient needs.
● Recorded all daily calls in SharePoint using the patient service database.
● Maintained compliance with HIPAA regulations to safeguard patient privacy.
● Coordinated effective interdepartmental collaboration through open communication between other departments, physicians or administrators as needed.
● Ensured data integrity by maintaining precise and concise records of patient interactions.
● Oversaw weekly management meetings to analyze call statistics and reporting, pinpoint areas for improvement and implement targeted strategies.
● While maintaining superior customer service, navigated multiple computer systems and utilized a variety of search tools to assist each patient’s unique situation. DABB Communications, LCC Lanham, MD June 2014 – December 2017 Office Manager
● Designed and implemented professional letterhead and templates for communications and presentations, enhancing the company’s visual identity and communication efficiency.
● Provided accurate and timely transcription of meeting notes and minutes for management, improving documentation turnaround time by 20%.
● Planned company on/off-site events, significantly enhancing attendee satisfaction.
● Acted as a liaison for vendors and customers, improving relationships and streamlining transactions.
● Demonstrated exceptional organizational and communication skills by promptly triaging office issues and requests, ensuring strict compliance with company policy, and providing effective solutions based on established training and policies.
● Played a pivotal role in ensuring precision and timeliness in reporting, crafting weekly reports for managers, guaranteeing up-to-date files and accurate financial statements. EDUCATION
Bachelor of Science May 2024
Strayer University, Takoma Park, MD
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