Tashena Sanderson
St.Ann
Work Preference
Overview
14
14
years of professional experience
Work History
Customer Service Manager
BuildASign
08.2024 - 07.2025
- Improving customer experience and satisfaction(28% improvement on negative surveys recorded over 3 months)
- Training employees by providing performance feedback and coaching in service techniques.
- Handling escalated customer issues, providing function support for customer interactions.
- Managing team's work schedules to complete customer coverage.
- Auditing phone, email, chat and other customer interactions to enforce service standards.
- Monitoring performance metrics and provided regular feedback to team members.
- Developing and implementing strategies for improving customer satisfaction rates.
- Handling sensitive situations involving dissatisfied customers by offering personalized solutions tailored towards their unique needs.
- Oversaw hiring, training, and development of customer service staff.
- Collaborated with other departments to streamline processes and improve overall customer experience.
- Fostered positive working environment that encouraged teamwork, motivation, and strong commitment to providing excellent customer service.
Floor Manager
BuildASign
01.2022 - 08.2024
- Handled escalated customer issues to provide satisfactory resolutions.
- Fostered positive work environment that encouraged teamwork and communication among employees.
- Enforced company policies and procedures to cultivate safe and productive work environment.
- Monitored employee performance and provided constructive feedback for improvement.
Support Lead
BuildASign
09.2021 - 01.2022
- Supported Customer Service agents through Google chats.
- Report any anomalies identified while providing support to agents and customers.
- Take escalated called and assist customers with a satisfactory resolution.
- Created knowledge base articles for common issues and solutions.
- Managed multiple requests simultaneously while maintaining high levels of professionalism.
- Support the new hire training process by being an SME and first line of support for new hires.
- Completing any back office task within the scope of my duties.
Customer Service Representative
BuildASign
09.2020 - 09.2021
- Assisted customers in navigating company website or application during support interactions.
- Maintained high level of knowledge regarding current promotions, discounts, or special offers available.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Managed difficult customer situations with professionalism and empathy.
- Analyzed customer feedback to identify trends and suggested improvements for business.
- Collaborated with other departments to ensure prompt resolution of customer concerns.
- Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Answered customer inquiries via phone, and email.
Customer Service Representative
Vistaprint
07.2011 - 08.2020
- Answered customer inquiries via phone, email, and chat.
- Make design recommendations and assisted with editing designs.
- Analyzed customer feedback to identify trends and suggested improvements for business.
- Assisted customers in navigating company website or application during support interactions.
- Maintained high level of knowledge regarding current promotions, discounts, or special offers available.
- Managed difficult customer situations with professionalism and empathy.
- Collaborated with other departments to ensure prompt resolution of customer concerns.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
- Documented all call information according to standard operating policies and procedures.
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Skills
Metric tracking
Training and mentoring
Staffing coordination
Complaint resolution
Talent development
Administrative support
QA
Accomplishments
- Won Manager of the quarter award in 2004 and 2003.
- Successfully recruited new customer service agents.
- improved customer satisfaction by 28% by exploring new ways to address dissatisfied customers and drive customer retention.
- Supervised over 50 team members
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
BuildASign
08.2024 - 07.2025
Floor Manager
BuildASign
01.2022 - 08.2024
Support Lead
BuildASign
09.2021 - 01.2022
Customer Service Representative
BuildASign
09.2020 - 09.2021
Customer Service Representative
Vistaprint
07.2011 - 08.2020