Tanna Hanna
Kearney
Summary
Highly experienced Customer Experience Agent with a proven track record of exceeding performance metrics in high-volume call centers. Proficient in handling inbound calls, multi-system navigation, and providing detailed customer service solutions in real-time. Skilled in de-escalating situations, problem-solving, and adapting to fast-paced environments. Recognized for exceptional customer feedback and sales achievements.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Parker Hannifin Corp.
Kearney, NE
05.2025 - Current
- Managed low-to-high complexity customer accounts, serving as primary point of contact to support business objectives and meet customer performance expectations through proactive communication and account oversight.
- Delivered exceptional customer support independently and as part of a team in a fast-paced, high-volume environment.
- Supported the full order lifecycle: order entry, order changes, order status updates, and issue resolution to ensure customer satisfaction.
- Responded promptly and professionally to inbound calls, emails, IM, and chat regarding order status, pricing, and availability.
- Navigated multiple systems/CRM tools and customer internet portals to research issues and provide real-time solutions.
- Coordinated daily with Shipping on urgent and expedited shipments to meet customer timelines.
- Partnered cross-functionally with Accounting, Supply Chain, Production, Quality, and Sales to resolve order, billing, and service issues.
- Documented customer interactions accurately, maintained organized records, and ensured follow-through on open items.
- Used de-escalation and problem-solving skills to resolve concerns and improve customer experience.
- Provided support to other departments and performed additional duties as needed.
Customer Experience (CX) Agent 1
Speedway Motors, Inc.
Lincoln, USA
01.2018 - 01.2020
- Served as the first point of contact for retail customers, answering a high volume of inbound calls to place orders, address product inquiries, and assist with order status
- Utilized both physical and digital catalog resources to provide real-time assistance during customer interactions
- Maintained a top ranking in all performance metrics, excelling in customer surveys, sales targets, and call handling
- Assisted customers in navigating product options, promotions, and shipping timelines, demonstrating thorough product knowledge and attention to detail
- Supported catalog requests and ensured efficient order placement for a smooth customer experience
Customer Service Representative (CSR)
Nelnet
Lincoln, USA
01.2014 - 01.2016
- Handled inbound and outbound calls, web chats, and inquiries related to federal student loans, ensuring accurate and timely information delivery
- Assisted borrowers with repayment plans, adhering to company policies and federal regulations while ensuring personalized service
- Resolved customer issues efficiently, updating accounts and documenting all customer interactions in line with best practices
- Consistently met or exceeded customer satisfaction ratings through clear communication, attention to detail, and proactive follow-up on customer feedback
- Collaborated with team members to maintain a high-performance environment and stayed current with changes in policies and procedures
Education
Cosmetology
Paul Mitchell The School
Lincoln, USA01.2017
Skills
- High-volume inbound call handling
- Problem-solving
- Critical thinking
- Multi-system navigation
- Order management
- Customer relationship management
- De-escalation techniques
- Attention to detail
- Organization
- Adaptability
- Self-motivation
- Reliability
- Proficient in CRM software
- Multi-line phone systems
- Web chat platforms
- Experienced with Microsoft Office
- Google Workspace
- Customer management tools
- Skilled in navigating dual-monitor setups
Timeline
Customer Service Representative
Parker Hannifin Corp.
05.2025 - Current
Customer Experience (CX) Agent 1
Speedway Motors, Inc.
01.2018 - 01.2020
Customer Service Representative (CSR)
Nelnet
01.2014 - 01.2016
Cosmetology
Paul Mitchell The School