Sydnie Tillman is seeking a customer service role. She has an Associate's degree in Physical Therapist Assistance from Tarrant County College. She has over 5 years of experience in customer service roles, including as a QA Specialist and Front Line Lead at Restoration Hardware, and as a Customer Care Advocate and Sales Consultant at other companies. She has strong communication, organization, and computer skills.

1. Sydnie Tillman
(817) 681-4149
sydnie_tillman@yahoo.com
Education
Tarrant County College Southeast Campus, Arlington, Texas
 Associates of Arts
 Major: Physical Therapist Assistance
 Graduation Date:
Technical Skills
 Microsoft Office (Word, Excel, Outlook, PowerPoint)
 Great Typing Skills, Computer/Mobility
 Mac OS X
 Windows
Qualifications
 5 years of excellent customer service
 Great communication skills both oral and written
 Ability to apply common sense understanding to carry out instructions
 Organization skills
 Attention to detail
 Quality Score of 90% or higher
 2 years of leadership skills (Escalations, QA)
 Excellent knowledge of PC applications & order management software
 Experience providing/delivering feedback/coaching to others.
Work Experience
Restoration Hardware
Grand Prairie, TX
QA Specialist January 2015 – Until
Responsibilities
 Participate in design of call monitoring formats and quality standards.
 Performs call monitoring and provides trend data to site management team.
 Uses quality monitoring data management system to compile and track performance.
 Participate in customer and client listening programs to identify customer needs and expectations.
 Provides actionable data to various internal support groups as needed.
 Coordinate and facilitates call calibration sessions for call center staff.
 Provides feedback to call center Frontline advocates as well as Assist/Lead.
 Participate in weekly innovation ideas to help better evolve the company.

2. Restoration Hardware November 2013 - Until
Grand Prairie, TX
Front Line Lead
Restoration Hardware is a luxury brand in the home furnishings marketplace offering furniture, lighting, textiles, bath
ware,décor, outdoor and garden, as well as baby & child products. RH operates an integrated business with multiple
channels of distribution including Galleries, Source Books and websites.
Job Description – Front Line Lead position performs all of the duties of the Assist Lead Advocate with the added
responsibility of diffusing escalated customer calls. Front Line Leads focus on de-escalating customers. This is
accomplished by understanding the root of the problem, setting realistic expectations and providing excellent follow up to
customers. This is a fast paced position that requires the ability to be pulled in many directions and continue to provide
exception results.
Responsibilities:
 Provide complete resolution to customer issues.
 Bring any outdated SOP’s to the appropriate department immediately
 Follow all customer escalations through to completion, ensuring each customer is completely satisfied.
 Make good business decisions, keeping the company’s interest at hand.
 Complete daily, weekly, monthly takes within the Assist Lead Job description.
 Honor all commitments made to customers.
 Accept Developmental suggestions and incorporate them in my daily activities in order to enhance my
performance.
 Consistently display positive attitude and create a positive environment.
Restoration Hardware September 2013 – November 2013
Grand Prairie, TX
Customer Care Advocate (Order Entry, Shelf Stock & Furniture)
Job Description – Exhibit Core Values (People, Service, Quality and Innovation)
Responsibilities:
 Answer internal and external customer inquiries via phone and or email.
 Ensure all policies and procedures are followed.
 Response to all customers in a positive and professional manner.
 Maintain and exceed expected level of productivity and quality standards.
 Accurately code all information relevant to each customer’s inquiry.
 Effective in a fast paced/high volume environment.

3.  Provide outstanding customer service
 Defuse situations and strong ability to problem solve.
 Strong time management to achieve and maintain goals.
 Ability to make quick, accurate and appropriate decisions.
Etech Dallas, Texas May 2012- May 2013
Sales Consultant
EtechUSA offersa broad range of contact center services in both English and Spanish. Etech not only plays by the
rules but we help companies increase revenue, reduce operational costs and improve customer satisfaction.
Apple Consultant
 Take inbound calls to prospective customers in designated market area to qualify leads and explain type of service
or product offered.
 Communicate with customers using variety of computer and telecommunications technology/software to give
information and answer questions regarding current promotions and new or upgraded products.
 Secures and places orders with others for filling and arranges delivery date.
 Enter names, addresses,purchases, and reactions of prospects solicited into computer database system.
 Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer
problems.
 Prepare report on sales activities – Sales Tracker.
 Build Strong relationships with Team Leader,and team members.
 Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
Aegis Communications Irving, Texas Nov 2011- May 2012
Founded almost 30 years ago in the US, Aegis is a global business services and experience management company that
helps global brands deliver improved consumer experiences via effective back office support. Over the last three decades,
Aegis has increased its portfolio of solutions to target the wide range of business and customer interactions.
Humana Inbound Rep
 Guide Humana customers through the Humana web page
 Update customer’s address,plan changes, Primary Care Physician (PCP),and ID Card Request in Customer
Interface (CI).
 Search for customer’s payment plans, late fees,and missed payments in Linton Software.
 Assist Humana customer’s with bill payments, and questions about their plan.
Boudreaux’s
July 2009- Aug 2011
Server/ Bartender
Established in Houston Texas in 1996, Boudreaux’s whips up one the best home-cooked Louisiana foods.Quick
service, in a casual and fun environment reminiscent to southern Louisiana.
Bartender

4.  Balance cash receipts.
 Attempt to limit problems and liability related to customers' excessive drinking by taking steps such as persuading
customers to stop drinking, or ordering taxis or other transportation for intoxicated patrons.
 Take beverage orders from serving staff or directly from patrons
 Serve wine, and bottled or draft beer.
 Mix ingredients, such as liquor, soda, water,sugar, and bitters, to prepare cocktails and other drinks.
REFERENCES AVAILABLE UPON REQUEST