TYLENMA HOLMES
Nashville
Summary
Customer focused professional with a strong record in customer service across multiple environments. Demonstrated expertise in order fulfillment, problem resolution, and maintaining high service standards in fast paced settings. Committed to fostering positive customer experiences and supporting operational goals.
Overview
22
22
years of professional experience
Work History
Shopper / Delivery Driver — Independent Contractor
Spark
Nashville
01.2023 - Current
- Delivered exceptional customer service by ensuring accurate order selection, quality checks, and timely delivery.
- Used the Spark Driver app to manage orders, navigate routes, upload delivery confirmations, and communicate with support.
- Resolved customer concerns with professionalism, ensuring smooth handoffs and positive experiences.
- Maintained strong on-time delivery performance through efficient route planning and time management.
- Adapted quickly to order changes, traffic delays, and product substitutions while maintaining accuracy and service quality.
Customer Experience Team Leader
IKEA
Philadelphia
01.2019 - 11.2023
- Led daily customer-facing operations, ensuring prompt, courteous service across multiple departments.
- Resolved escalated customer complaints using empathy, active listening, and solution-focused communication.
- Maintained detailed records of customer interactions for quality assurance and process improvement.
- Coordinated with suppliers and inventory teams to ensure product availability and accurate stock levels.
- Recruited, trained, and coached new team members to uphold service standards and operational efficiency.
- Collaborated with cross-functional teams to improve customer satisfaction metrics and streamline workflows.
Customer Service Associate / Dishroom Attendant
IKEA
Philadelphia
09.2016 - 01.2019
- Provided friendly, efficient service in a high-volume food service environment.
- Assisted customers with inquiries, transactions, and special requests.
- Maintained cleanliness and organization of service areas to support a positive customer experience.
- Supported team operations during peak hours through multitasking and adaptability.
- Trained new staff on customer service protocols and operational procedures.
- Responded promptly to customer concerns, ensuring timely and effective resolution.
Clerk II
Department of Public Welfare
Philadelphia
02.2004 - 09.2011
- Provided administrative and clerical support for public assistance programs, ensuring accuracy and confidentiality.
- Processed applications, verified documentation, and maintained detailed case records in compliance with state guidelines.
- Assisted clients in person and by phone, offering clear information on benefits, eligibility, and required documentation.
- Entered and updated data in state systems with a high level of accuracy and attention to detail.
- Collaborated with caseworkers and supervisors to support efficient workflow and timely service delivery.
- Demonstrated professionalism, empathy, and discretion when working with sensitive client information.
Education
Diploma -
Academics Germantown Lankenau
Skills
- Customer Service & Support
- Complaint Resolution
- Order Fulfillment & Delivery
- Communication & Interpersonal Skills
- Conflict Management & Emotional Intelligence
- Data Entry & Record Keeping
- Microsoft Office (Word, Excel)
- Remote Collaboration (Teams, Zoom)
- Team Leadership & Training
- Adaptability & Multitasking
Professional Development
Career Growth & Skill Enhancement, 11/01/23, Present, Completed online courses in Customer Relationship Management (CRM) and Conflict Resolution., Attended workshops on Emotional Intelligence and Effective Communication in customer service., Practiced remote collaboration using Microsoft Teams and Zoom., Volunteered at community events, assisting with guest services and logistics., Enhanced resume writing and interview skills to support workforce re-entry.
Timeline
Shopper / Delivery Driver — Independent Contractor
Spark
01.2023 - Current
Customer Experience Team Leader
IKEA
01.2019 - 11.2023
Customer Service Associate / Dishroom Attendant
IKEA
09.2016 - 01.2019
Clerk II
Department of Public Welfare
02.2004 - 09.2011
Diploma -
Academics Germantown Lankenau