Summary
Overview
Work History
Education
Skills
Timeline
Generic

CONYA Wallace

Jesup,GA

Summary

Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

25
25
years of professional experience

Work History

Customer Service Representative

Everise /C3Connect
JESUP, GA
11.2021 - 10.2023
  • Reviewed customer account information to determine current issues and potential solutions.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Answered 50+ inbound calls per day and directed to individuals or departments.
  • Set up and activated customer accounts.

Customer Support Agent

TurboTax
Jesup, GA
01.2022 - 04.2022
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Operations Team Supervisor

DBI Services
Louisville, GA
07.2019 - 10.2021
  • Trained, managed and motivated employees to promote professional skill development.
  • Motivated employees to share ideas and feedback.
  • Trained over 20 or more employees on business principles, best practices, protocol and system usage.
  • Represented integrity and professionalism in business, serving as mentor and role model to staff.
  • Provided leadership to 20 or more employees through coaching, feedback and performance management
  • Managed scheduling for 20 or more employees to optimize productivity.

Lead Technician

Aquatic Vegetation Control
West Palm Beach, FL
02.2015 - 12.2018
  • Repaired, upgraded and inspected electronic, electrical and mechanical systems.
  • Tested components, assemblies and systems to diagnose problems.
  • Managed quality control and maintained high level of customer satisfaction.
  • Demonstrated excellent mechanical knowledge of machine design, use, repair and maintenance.
  • Enforced compliance with quality standards to maintain production requirements and sustain business operations.
  • Installed and maintained control systems and other technical components to complete equipment installations.
  • Ran operational tests on systems and equipment to reinforce proper processes and remedy malfunctions.
  • Recommended corrective and preventive actions to boost product reliability.
  • Adjusted production processes to increase productivity and reduce waste.
  • Inspected fire extinguishers and eye wash stations to identify potential safety violations and implement corrective actions.

Truck Driver

Hendrix Hauling
Jesup, GA
05.2002 - 02.2015
  • Demonstrated safe driving by observing road rules, exercising caution in unfamiliar areas and maintaining vehicle control.
  • Loaded, balanced and secured product to safely transport goods.
  • Maintained telephone and radio contact with supervisor to receive delivery instructions.
  • Drove trucks with capacities greater than three tons, including tractor-trailer combinations, to transport and deliver products, livestock or other materials.
  • Delivered customer orders to homes and places of business within established time frames.
  • Logged driving hours and fuel usage data on time to keep reports current.
  • Tracked daily logs to meet DOT regulations and financial paperwork to meet tax and other financial responsibilities.
  • Recorded miles driven, packages delivered and signatures accumulated to appropriately maintain daily logbook.
  • Reported delays, accidents and other traffic and transportation situations to other drivers by using telephones and mobile two-way radios.

Insurance Sales Agent

Delta Life Insurance
Brunswick, GA
06.2003 - 11.2005
  • Upsold products to policyholders and potential new clients.
  • Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
  • Exceeded company sales goals for new policies.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Followed up with customers to check on changing needs and propose new offerings.
  • Maintained pleasant and cordial attitude, remaining calm when issues arose.
  • Wrote policies, finalized documents and filed paperwork.
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Evaluated customer desires and budgetary constraints to pick best policies.
  • Communicated with clients by phone and email to answer questions and offer services.
  • Offered information about policy and coverage details.

Assistant Store Manager

Flash Foods
Jesup, GA
06.1998 - 03.2002
  • Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Coached and developed store associates through formal and informal interactions.
  • Oversaw aspects of maintenance, inventory and daily activity management.
  • Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
  • Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
  • Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
  • Assisted customers, answered questions and resolved problems for stellar customer service.
  • Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.

Education

Class A CDL -

Albany Technical College
05.2002

High School Diploma -

Wayne County High School
06.1986

Some College (No Degree) - Medical Billing And Coding

Colorado Technical University

Skills

  • Employee development
  • Supervision and training
  • Cross-functional team management
  • Sound judgment
  • Recruiting and hiring
  • Schedule management
  • Customer retention
  • Performance improvements
  • Policy/program development
  • Maintenance & Repair
  • Critical thinking
  • Working collaboratively
  • Inbound and Outbound Calling

Timeline

Customer Support Agent

TurboTax
01.2022 - 04.2022

Customer Service Representative

Everise /C3Connect
11.2021 - 10.2023

Operations Team Supervisor

DBI Services
07.2019 - 10.2021

Lead Technician

Aquatic Vegetation Control
02.2015 - 12.2018

Insurance Sales Agent

Delta Life Insurance
06.2003 - 11.2005

Truck Driver

Hendrix Hauling
05.2002 - 02.2015

Assistant Store Manager

Flash Foods
06.1998 - 03.2002

Class A CDL -

Albany Technical College

High School Diploma -

Wayne County High School

Some College (No Degree) - Medical Billing And Coding

Colorado Technical University

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CONYA Wallace