Tiynesha Lavender
Atlanta,GA
Summary
Results-driven Senior Customer Service Manager with over a decade of experience leading high-performing teams in fast-paced, customer-centric environments. Adept at designing and implementing service strategies that enhance customer satisfaction, streamline operations, and drive organizational success. Proven expertise in staff development, process optimization, and cross-functional collaboration, with advanced proficiency in industry-standard software including Citrix, FIDS, and BB Client. Committed to fostering positive customer experiences and maintaining compliance with regulatory standards.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Coordinator (Promoted to Senior Customer Service Role)
TBI Airport Management
04.2016 - Current
- Oversee daily customer service operations across airside and landside functions, managing a team of personnel to ensure seamless service delivery to passengers, tenants, and airline partners
- Utilize FIDS (Flight Information Display System) to manually update and monitor real-time flight data, ensuring accuracy and minimizing customer disruptions
- Direct incident response protocols using Citrix platforms for efficient coordination of passenger injury responses, medical assistance, and detailed documentation, improving response times by 20%
- Lead quality assurance initiatives by conducting facility inspections, identifying service gaps, and collaborating with maintenance teams to uphold high standards of customer experience
- Act as a senior liaison between the Department of Aviation (DOA), FAA, CBP, and airline stakeholders, ensuring compliance with federal regulations and operational excellence
- Implement data-driven strategies to monitor aircraft movements and tenant needs, enhancing billing accuracy and customer satisfaction metrics via BB Client software
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Provided direction and guidance to internal teams in order to achieve targets.
Customer Service Dispatch Supervisor
FSM Group
11.2015 - 04.2016
- Managed a team of dispatchers handling emergency and non-emergency customer inquiries, leveraging Citrix for streamlined communication, achieving a 95% resolution rate
- Developed and enforced standard operating procedures for communication systems, reducing response times by 15% and improving customer feedback scores
- Trained and mentored staff on multi-channel communication tools (radio, phone, computer systems, including Citrix), fostering a proactive and solution-oriented team culture
- Analyzed performance data and maintained detailed logs to identify trends, optimize workflows, and enhance service delivery for field units and clients
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Supervised team of 15 employees and provided training focused on maximizing overall performance.
Customer Service & Security Lead
Air Serv
Atlanta, GA
06.2015 - 02.2016
- Supervised customer-facing security operations, ensuring adherence to safety protocols while maintaining a welcoming environment for visitors and staff
- Coordinated with security teams to address suspicious activities and resolve customer concerns, enhancing operational safety and satisfaction
- Streamlined patrol and response processes, improving efficiency and communication across departments
- Reviewed incident reports thoroughly, taking corrective actions where necessary to improve overall security performance.
- Led cross-departmental initiatives to develop and implement comprehensive emergency preparedness plans, enhancing overall organizational resilience.
Dietary Service Team Leader
Morrisions
06.2013 - 02.2015
- Led a team in preparing and serving meals to customers, ensuring compliance with food safety standards and delivering exceptional service in a high-volume setting
- Managed inventory and supply chain logistics, reducing waste by 10% while maintaining quality standards
- Oversaw dining area operations, training staff on hygiene protocols and customer interaction best practices to elevate the overall experience
- Trained and assisted up to 30 service members regularly.
- Displayed professionalism when interacting with children, families, partners, fellow team members, managers and other program members.
Customer Service Specialist
Cookies by Tonya
, GA
05.2012 - 06.2013
- Handled escalated customer inquiries via phone and email, resolving complex issues and achieving a 90% satisfaction rate on survey calls
- Monitored and responded to high-volume communication channels, developing strategies to improve response accuracy and efficiency
- Collaborated with field teams to address customer needs, strengthening relationships and driving repeat business
Education
Associate of Science - Business Administration
Georgia Perimeter College
Atlanta, GASkills
- Team Leadership & Training
- Customer Relationship Management
- Process Optimization & Compliance
- Strategic Problem Solving
- Multi-Channel Communication (Phone, Email, Radio)
- Software Proficiency: Citrix, FIDS, BB Client
- Data Analysis & Performance Metrics
- Time Management & Organizational Excellence
- Proficiency in MS Office Suite
- Scheduling management
- Process implementation
- Supply ordering
Certification
- Certified Citrix Professional
- FIDS (Flight Information Display System) Certification
- BB Client Software Certification
- Salesforce
Accomplishments
- Improved customer service response times by 20% through streamlined incident management at TBI Airport Management using Citrix and FIDS.
- Elevated team performance at FSM Group, achieving a 95% issue resolution rate over 6+ years.
- Recognized for maintaining regulatory compliance and operational efficiency in high-stakes aviation and customer service settings.
Timeline
Operations Coordinator (Promoted to Senior Customer Service Role)
TBI Airport Management
04.2016 - Current
Customer Service Dispatch Supervisor
FSM Group
11.2015 - 04.2016
Customer Service & Security Lead
Air Serv
06.2015 - 02.2016
Dietary Service Team Leader
Morrisions
06.2013 - 02.2015
Customer Service Specialist
Cookies by Tonya
05.2012 - 06.2013
Associate of Science - Business Administration
Georgia Perimeter College
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