Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tawanna Flowers

Olive Branch

Summary

Customer service and logistics professional with over 20 years of progressive experience in high-volume environments including call centers, warehouse logistics, and national accounts. Proven ability to resolve escalated issues, lead teams, and streamline operations through strategic planning, de-escalation techniques, and workflow optimization. Adept in wave planning, team supervision, customer retention, and quality assurance. Passionate about delivering excellence and continuous process improvement.

Overview

16
16
years of professional experience

Work History

Receiving Clerk

CEVA Logistics Inc.
Memphis
09.2023 - 01.2025
  • Verified and processed inbound shipments and documents, ensuring compliance with safety regulations.
  • Maintained accurate inventory records and collaborated with departments to improve workflow.
  • Supported warehouse functionality by suggesting and implementing process improvements.

Wave Planner/ Team Lead

Barrette Distribution
Memphis
01.2023 - 09.2023
  • Led daily wave planning to ensure timely and efficient order fulfillment.
  • Balanced workloads across teams and provided feedback to drive continuous improvement.
  • Collaborated with operations to increase productivity and accuracy in high-volume shipping.

Wave Planner

GXO Logistics
Horn Lake
05.2021 - 01.2023
  • Analyzed order data and developed optimized wave plans for pick and pack operations.
  • Reduced bottlenecks by coordinating labor resources and equipment capacity.
  • Identified trends and implemented solutions to improve efficiency.

National Account Manager

Terminix
Memphis
12.2019 - 05.2021
  • Managed commercial accounts with responsibilities in billing, scheduling, and order coordination.
  • Acted as liaison between clients, field technicians, and corporate teams.
  • Maintained account data on internal and client-facing portals to ensure service delivery.

Senior Customer Service/Escalation Specialist III

Comcast
Memphis
10.2013 - 11.2019
  • Handled complex escalations via phone, chat, and email, maintaining a 95% resolution rate.
  • Issued billing adjustments and credits, ensuring customer satisfaction and compliance.
  • Played key role in team knowledge-sharing and mentoring new hires.
  • Developed strategies for preventing future escalations through proactive outreach programs.

Quality Control Inspector

Kellogg's
Rossville
06.2012 - 10.2013
  • Conducted daily product testing and shipment audits to ensure compliance with standards.
  • Managed product labeling and inventory flow between departments.
  • Ensured that all products met customer requirements prior to shipment.

Lead Customer Service Representative

Value City Funiture
Memphis
09.2008 - 10.2011
  • Trained and supervised customer service team in high-traffic retail environment.
  • Handled credit applications and resolved escalated complaints.
  • Recognized for achieving top customer satisfaction metrics.

Education

High School Diploma -

Ruleville Central High
Ruleville, MS
05-1996

Skills

CORE COMPETENCIES

  • Customer Retention & Escalation Resolution
  • Wave Planning & Logistics Coordination
  • Order Processing & Inventory Control
  • Microsoft Excel, Word, CRM Tools
  • De-escalation & Conflict Resolution
  • Call Center Operations & Billing Support
  • Team Leadership & Performance Feedback
  • Process Improvement & Quality Assurance

Timeline

Receiving Clerk

CEVA Logistics Inc.
09.2023 - 01.2025

Wave Planner/ Team Lead

Barrette Distribution
01.2023 - 09.2023

Wave Planner

GXO Logistics
05.2021 - 01.2023

National Account Manager

Terminix
12.2019 - 05.2021

Senior Customer Service/Escalation Specialist III

Comcast
10.2013 - 11.2019

Quality Control Inspector

Kellogg's
06.2012 - 10.2013

Lead Customer Service Representative

Value City Funiture
09.2008 - 10.2011

High School Diploma -

Ruleville Central High

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Tawanna Flowers