Tawni Schoen
San Tan Valley,AZ
Summary
Experienced and results-driven professional with over 15 years of experience in customer service. Demonstrated leadership ability and attention to detail. Experienced with MS suite with a commitment in continuous education and professional development. Seeking to contribute effectively to the Contact Center Operations team.
Overview
12
12
years of professional experience
Work History
SRP- Residential Contact Center Lead
SRP
02.2019 - Current
- Utilized advanced reporting tools to monitor contact center performance trends, informing strategic decision-making efforts at management level.
- Exceeded and maintained required monthly metrics
- Collaborated with multiple departments to achieve ultimate customer experience
- Voluntarily mentored new employees during their transitions
- Maintain positive relationships with supervisors, leads, and fellow coworkers.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
Applebee’s- Lead Bartender/Trainer
Applebee’s
01.2018 - 02.2019
- Provided exceptional customer service and handled diverse customer needs effectively
- Responsible for training new employees in various roles
- Skilled in mixology, upselling and managing inventory
- Hands-on experience in high-volume establishment.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
Isagenix- Customer Support
Isagenix
10.2017 - 01.2018
- Handled high call volume
- Learned various products quickly and provided technical support
- Filled out product quality forms and any adverse events
- Effectively helped resolve escalated calls and redirected the call when necessary
- Opened support tickets for various departments
- Assisted members with payment and enrollments.
GoDaddy Inc.- Customer Support/Sales
GoDaddy Inc.
03.2017 - 10.2017
- Ability to learn quickly while performing in a fast-paced environment
- Consulted customers on business needs including website hosting and social media options
- Provided technical support for website builder and hosting servers
- Self-sufficient in researching solutions to solve customer needs
- Extensive experience dealing with escalated customers
- Participated in creating a friendly and professional team environment.
Applebee’s- Lead Bartender/Trainer
Applebee’s
01.2012 - 01.2017
- Provided exceptional customer service and handled diverse customer needs effectively
- Responsible for training new employees in various roles
- Skilled in mixology, upselling and managing inventory
- Hands-on experience in high-volume establishment.
Diamond Marketing- Sales Representative
Diamond Marketing
01.2013 - 01.2014
- Outbound sales for Google Advertising
- Met and exceeded sales and call metrics daily
- Worked collaboratively as a team to open and close sales on each call.
Education
HS Diploma -
Centennial Collegiate Vocation Institute
In Progress -
Grand Canyon University
Skills
- Customer service with a focus in technology and sales
- Established in achieving and maintaining high customer and personal metrics
- Collaborative and communicative team player
- Leadership experience
- High attention to detail
- Proficient in MS Suite
Timeline
SRP- Residential Contact Center Lead
SRP
02.2019 - Current
Applebee’s- Lead Bartender/Trainer
Applebee’s
01.2018 - 02.2019
Isagenix- Customer Support
Isagenix
10.2017 - 01.2018
GoDaddy Inc.- Customer Support/Sales
GoDaddy Inc.
03.2017 - 10.2017
Diamond Marketing- Sales Representative
Diamond Marketing
01.2013 - 01.2014
Applebee’s- Lead Bartender/Trainer
Applebee’s
01.2012 - 01.2017
HS Diploma -
Centennial Collegiate Vocation Institute
In Progress -
Grand Canyon University
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