Customer Service Data Entry

TYDERA FAINES

E. Orange, NJ ***** • 973-***-****

******.********@*****.*** • linkedin.com/in/tydera-faines-40046471 PROFESSIONAL PROFILE

Experienced customer service professional. Flexible and detail-oriented with the ability to pivot as required to handle diverse business needs. Expertise in running reports and analyzing data. Proactive and motivated team player driven to get things done.

CORE COMPETENCIES

● Active listener

● Time management

● Interpersonal communication

● Email management

● Spreadsheet creation

● Organization

● Flexibility

● Google Suite

● Microsoft Office

● Data entry

WORK EXPERIENCE

DISCOVER, Newark, DE 11/2022 – Present

Customer Service Representative (Remote Part-Time)

● Assisted customers with managing their credit card accounts via phone and messaging.

● Solved customer problems regarding card use, access issues, and payments.

● Asked open-ended questions to make sure all customer's needs were met.

● Participated in the recognition committee to honor the achievements of coworkers.

● Shared best practices with coworkers to help provide the best experience for all customers. HELLOFRESH, Newark, NJ 09/2016 – 08/2024

Command Center Coordinator (04/2019 – 08/2024)

● Monitored over five locations to ensure service level goals were met.

● Administered volume contingency action plans to ensure adequate staffing.

● Ran and analyzed reports for adjusting staffing levels to meet productivity and profitability goals.

● Facilitated real-time discussions with necessary stakeholders.

● Completed root-cause analysis to determine and quantify reasons for forecast variance.

● Composed detailed daily recaps to debrief the workforce management team. Senior Customer Care Agent (09/2016 – 04/2019)

● Delivered above and beyond customer service through phone, chat, and email.

● Completed special projects for management.

● Devised creative solutions to improve customer relationships.

● Provided support in analyzing data for the logistics team.

● Monitored and addressed actionable trends received from the customer care team.

● De-escalated customer interactions via the escalation queue.

● Provided support to other agents on the call center floor. MANDL SCHOOL, New York, NY 01/2013 – 09/2016

Academic Affairs Office Assistant

● Greeted and assisted all visitors in the academic affairs department.

● Assisted students with registration and scheduling classes.

● Monitored student academic performance and intervened with students having academic difficulty.

● Prepared purchase orders for a medical assistant program.

● Took minutes at the weekly academic affairs department meeting. TYDERA FAINES Page 2

● Contacted faculty for students who were experiencing an emergency.

● Prepared in-service presentations for faculty.

● Referred students to student services available within the school.

● Managed the faculty timesheets.

SOUTH ORANGE MIDDLE SCHOOL, South Orange, NJ 08/2011 – 05/2012 School Social Work Intern

● Conducted biopsychosocial assessments with families in person or via the telephone.

● Established a school wide presence and working rapport with various constituents within the school by attending team meetings.

● Ran multiple social skills groups for children in the middle school. Examples of these group include a social skills group for children with multiple disabilities, a boys social group, and an organizational skills group.

● Counseled children within the middle school on a variety of issues: general anxiety, social skills, death, family separation, organization, and bullying.

● Coordinated care and treatment plans among parents and teachers regularly.

● Presented case conferences during group supervision. ENGEL CENTER, Cranford, NJ 10/2010 – 04/2011

Social Work Intern

● Provided counseling to assigned clients weekly.

● Coordinated treatment plans with clients’ families and staff.

● Regularly contacted clients’ families to get updates about clients’ conditions at home.

● Assisted with the planning and operation of daily group activities.

● Assisted with scheduling group visits at the center.

● Notified management of changes in client behavior or any concerns.

● Attended district meetings with managers within the Archdiocese of Newark.

● Conducted research about charity services and senior rights. SAMUEL KLEIN & COMPANY, Newark, NJ 07/2009 – 09/2010 Administrative Assistant

● Answered the telephone and checked all forms of correspondence.

● Collated tax returns and prepared bills to be mailed to clients.

● Managed employee contact information and location when in the field.

● Monitored and purchased supplies for the company.

● Drafted memos for interoffice distribution.

● Organized food for company events.

CERTIFICATIONS

Licensed Social Work, NJ, New Jersey State Board of Examiners Certified School Social Worker, NJ, New Jersey Department of Education EDUCATION

MS, Social Work, KEAN UNIVERSITY, Union, NJ

BA, Anthropology, TRINITY COLLEGE, Hartford, CT

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