Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

TONYA BERNARD

Orlando,FL

Summary

Resourceful and results-driven professional with over 20 years of expertise supporting corporate operations, client services, and quality control in high-volume environments. Known for delivering exceptional customer experiences, resolving complex service challenges, and streamlining workflows to meet KPIs. Adept at leading by example, training peers, and adapting across remote, hybrid, and in-person work settings. Ready to bring proven dependability, critical thinking, and cross-functional support to administrative or operational roles.

Overview

21
21
years of professional experience

Work History

Finance Collections Representative

AT&T
02.2015 - Current
  • - Delivered high-touch customer service, handling 80-100+ calls daily to resolve billing and wireless service issues.
  • - Identified solutions for account discrepancies, service plan upgrades, and technical troubleshooting.
  • - Mentored new hires and reinforced best practices, contributing to a cohesive and high-performing team.
  • - Consistently recognized for exceeding performance benchmarks in customer satisfaction and issue resolution.

Manager Support (Temporary Assignment)

AT&T Mobility
01.2020 - 01.2021
  • - Resolved escalated customer concerns with professionalism and accuracy.
  • - Partnered with training and quality managers to enhance team service standards.
  • - Acted as a calming presence and role model under pressure, earning trust from leadership.
  • Controlled costs to keep business operating within budget and increase profits.
  • Increased market share with strategic business development efforts, expanding into untapped markets.

Senior Quality Assurance Specialist

Advanced Services Inc.
12.2013 - 12.2014
  • - Audited call performance and provided targeted coaching to improve service metrics.
  • - Facilitated training workshops and knowledge-sharing to promote team alignment.
  • - Helped implement new quality procedures that improved client satisfaction ratings.
  • Enhanced product quality by implementing rigorous testing procedures and identifying areas for improvement.
  • Collaborated with cross-functional teams to ensure seamless integration of QA efforts into all stages of product development.
  • Reviewed technical documentation for accuracy and completeness, enhancing overall product understanding among team members.

Parts Resolution & Project Specialist

Advanced Services Inc.
02.2006 - 12.2013
  • - Oversaw special projects, streamlined parts resolution, and managed reporting analytics.
  • - Resolved returns and exports, contributing to a 20% increase in international sales.
  • - Coordinated logistics and vendor relationships to ensure seamless service delivery.

Universal Pest Control Specialist

ServiceMaster
02.2004 - 02.2006
  • - Addressed client concerns and provided timely pest control solutions.
  • - Processed discrepancies and managed internal scheduling systems.
  • - Maintained detailed service logs and supported administrative reporting.
  • Contributed to company growth by participating in marketing efforts, including attending trade shows and networking events.
  • Increased company revenue by upselling additional services based on individual client needs and concerns.
  • Reduced pest infestations by implementing effective Integrated Pest Management strategies.

Education

High School Diploma -

Central High School
Memphis, TN

Skills

  • - Customer Experience & Retention
  • - Quality Assurance & Coaching
  • - Administrative & Operations Support
  • - Workflow & Process Optimization
  • - Conflict Resolution & SLA Compliance
  • - Peer Training & Leadership
  • - Microsoft Office Suite Teams Zoom
  • - CRM Systems Kronos CallVu OPUS
  • Data entry
  • Financial counseling
  • Credit analysis
  • Debt negotiation
  • Payment arrangements

Awards

- AT&T Platinum Performer, 1st & 4th Quarters, - Trusted mentor and training support across multiple departments, - Praised for accuracy, accountability, and long-term commitment

Timeline

Manager Support (Temporary Assignment)

AT&T Mobility
01.2020 - 01.2021

Finance Collections Representative

AT&T
02.2015 - Current

Senior Quality Assurance Specialist

Advanced Services Inc.
12.2013 - 12.2014

Parts Resolution & Project Specialist

Advanced Services Inc.
02.2006 - 12.2013

Universal Pest Control Specialist

ServiceMaster
02.2004 - 02.2006

High School Diploma -

Central High School

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