TAVONDREY ALBERT
Dalzell
Summary
Customer-focused professional with experience in fast-paced service environments and remote-ready communications skills. Proven ability to handle high quality call and chat volumes, resolve customer issues efficiently, and maintain professionalism in challenging situations. Strong computer skills, adaptable, and committed to delivering excellent customer service while working remotely.
Overview
13
13
years of professional experience
Work History
Rentetion Agent
Spectrum
01.2024 - 09.2025
- Assisted customers with account inquiries, ensuring prompt resolution and satisfaction.
- Utilized CRM software to track customer interactions and improve retention strategies.
- Collaborated with team members to enhance communication processes, leading to increased efficiency.
- Conducted follow-up calls to assess customer needs and provide tailored solutions.
- Analyzed customer data to identify trends and inform proactive retention efforts.
- Developed training materials for new hires, streamlining onboarding process and knowledge transfer.
- Led team meetings focused on sharing best practices for improving customer experience and retention rates.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
Certified Tranier
Red Lobster
11.2012 - 03.2025
- Developed and delivered training modules on food safety and customer service standards.
- Facilitated onboarding for new staff, ensuring understanding of operational procedures.
- Evaluated trainee performance through assessments and provided constructive feedback.
- Collaborated with management to identify training needs and improve team skills.
- Implemented ongoing training sessions to enhance employee knowledge of menu offerings.
- Created engaging learning materials tailored to diverse learning styles of employees.
- Fostered a positive learning environment that encouraged teamwork and communication among staff.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Customer Support Specialist
Verizon
08.2017 - 07.2019
- Resolved customer inquiries through multiple channels, enhancing overall customer satisfaction remotely.
- Provided technical support for Verizon products, ensuring accurate troubleshooting and issue resolution.
- Documented customer interactions in CRM system, maintaining detailed records for future reference.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Developed training materials for new team members, facilitating smoother onboarding experiences.
- Analyzed customer feedback to identify trends, contributing to service improvement initiatives.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Customer Service Representative
Sykes
04.2015 - 05.2017
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Utilized CRM software to track interactions and manage customer accounts efficiently.
- Provided product information and troubleshooting support to enhance customer satisfaction.
- Collaborated with team members to streamline processes and improve service delivery.
- Conducted follow-up calls to ensure resolution of issues and maintain customer relationships.
- Identified recurring issues and contributed to the development of improved support materials.
- Assisted in training new representatives on company policies and best practices.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate of Science - Information And Communication Technology
Strayer University
USHigh School Diploma - Business Administration
Crestwood
Sumter, SC06.2014
Skills
- Client relationship building
- Call center experience
- Creative solutions
- De-escalation techniques
- Customer satisfaction measurement
- Upselling strategies
- Feedback collection
- Retention strategies
- Cross-selling techniques
- CRM software proficiency
- Customer relations
- Documentation skills
- Customer retention strategies
- Offer development
Timeline
Rentetion Agent
Spectrum
01.2024 - 09.2025
Customer Support Specialist
Verizon
08.2017 - 07.2019
Customer Service Representative
Sykes
04.2015 - 05.2017
Certified Tranier
Red Lobster
11.2012 - 03.2025
Associate of Science - Information And Communication Technology
Strayer University
High School Diploma - Business Administration
Crestwood