Summary
Overview
Work History
Education
Skills
Timeline
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Tonia Zinni

North Dighton,MA

Summary

Forward-thinking manager with over 15 years of experience in leadership rolls. Goal-oriented leads skilled at operating departments efficiently to meet and exceed goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Building and retaining long-term relationships by establishing positive, productive, and routine communications.

Overview

15
15
years of professional experience

Work History

Technical Support Manager (Promotion)

Schedule Engine (Home Experience, LLC.)
Chicago, Illinois
07.2021 - 02.2022
  • Tracked KPIs and created continuous improvement plans.
  • Developed and implemented training initiatives for new hires.
  • Managed customer contact center with 6 support representatives.
  • Developed detailed plans based on broad guidance and direction.
  • Improved staff morale and reduced employee turnover by 100%.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established team priorities, maintained schedules and monitored performance.

Client Relationship Manager (Promotion)

Schedule Engine (Home Experience, LLC)
Chicago, Illinois
01.2021 - 07.2021
  • Addressed and resolved client complaints and issues to improve satisfaction.
  • Built partnerships with diverse internal teams; sales, success and operations departments to streamline processes.
  • Adhered to sales contract agreements and high-quality service delivery by coordinating with Customer Success team and leveraging productive and open client communications.
  • Developed summaries to assess each client's participation level and determine targets for follow-up plans.
  • Identified opportunities to cross or up-sell product and communicated customer needs to appropriate team.
  • Assessed client needs and developed plans to adequately address current and future objectives.

Regional Customer Solutions Manager (Promotion)

Home Experience, LLC
Chicago, Illinois
05.2019 - 01.2021
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and KPI's and developed actionable insights to improve efficiency and performance.
  • Developed quality employees within call center to take over leadership positions.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Managed department call volume of 1,000calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Surpassed growth targets and revenue projections by coordinating and planning promotional sales initiatives.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Supervised staff of over 25 personnel by implementing company policies, protocols, work rules and disciplinary action.

Call Center Manager (Promotion)

Gem Plumbing & Heating (Home Experience, LLC.)
Lincoln, Rhode Island
12.2016 - 05.2019
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees within call center to drive demand and increase company profit.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Directed group of 15 call center representatives handling daily and complex requirements.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Enhanced sales initiatives while managing effective marketing campaigns.
  • Worked flexible hours; night, weekend, and holiday shifts
  • Prepared variety of different written communications, reports and documents to ensure smooth operations
  • Developed team communications and information for meetings

Payroll Administrator

Gem Plumbing & Heating Services
Lincoln, Rhode Island
06.2014 - 12.2016
  • Submitted weekly reports on payroll activities for over 150 employees.
  • Calculated payroll deductions by accurately using Successware21, ADP and excel and processed payroll to meet preset requirements.
  • Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
  • Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
  • Processed payroll garnishments such as tax liens and child support.
  • Maintained consistent knowledge of multi-state and local tax regulations.
  • Documented procedures, identified areas to improve internal controls and gain additional efficiencies and implemented policy changes.
  • Created and managed spreadsheets for leave calculations.

Front Office Manager

Darling Development Group
Seekonk, MA
08.2011 - 06.2014
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
  • Interpreted management directives to define and document administrative staff processes.
  • Coached employees through day-to-day work and complex problems.
  • Maintained transaction security by verifying payment cards against identification.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Trained front office staff in fire, life and other emergency procedures.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.

Office Manager, Campus Card

Rhode Island College
Providence, Rhode Island
01.2007 - 05.2011
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Developed marketing efforts such as posters and social media ads to encourage student participation for campus events.
  • Coordinated special projects and managed schedules.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Maintained CRM database with student updates and report generation.

Education

Bachelor of Arts - Elementary Education, English

Rhode Island College
Providence, RI
05.2011

High School Diploma -

Drury High School
North Adams, MA
05.2006

Skills

  • Relationship/Team Building
  • Team Recruiting and Onboarding
  • Operations Management
  • Business Development
  • Strategic Planning
  • Detail-Oriented
  • Goal Driven
  • Verbal and Written Communication
  • Customer Service
  • Decision Making
  • Performance Evaluations
  • Interdepartmental Collaboration

Timeline

Technical Support Manager (Promotion)

Schedule Engine (Home Experience, LLC.)
07.2021 - 02.2022

Client Relationship Manager (Promotion)

Schedule Engine (Home Experience, LLC)
01.2021 - 07.2021

Regional Customer Solutions Manager (Promotion)

Home Experience, LLC
05.2019 - 01.2021

Call Center Manager (Promotion)

Gem Plumbing & Heating (Home Experience, LLC.)
12.2016 - 05.2019

Payroll Administrator

Gem Plumbing & Heating Services
06.2014 - 12.2016

Front Office Manager

Darling Development Group
08.2011 - 06.2014

Office Manager, Campus Card

Rhode Island College
01.2007 - 05.2011

Bachelor of Arts - Elementary Education, English

Rhode Island College

High School Diploma -

Drury High School

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Tonia Zinni