Toni-Rain Miller
Cary,NC
Summary
Seasoned and diligent Technical support supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Experienced in process improvement, technical support and strategy. Currently seeking a career progression to a management role to grow and utilize strengths.
Overview
30
30
years of professional experience
Work History
Account Resolution Specialist III
Wells Fargo
04.2017 - 01.2022
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Monitored aging accounts and reached out to customers to discuss payments.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
Voice Operations Supervisor
Time Warner Cable
05.2008 - 11.2011
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Managed, developed and trained staff, established and monitored goals, and conducted performance reviews
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
Technical Support Supervisor
Time Warner Cable
01.2004 - 01.2008
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities and trained staff on upselling techniques
- Interviewed and hired new employees
Technical Support Specialist
Time Warner Cable
01.2001 - 01.2004
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Recorded and maintained relevant notes for each client and work order.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Administrator
Bell Atlantic
04.1992 - 04.2000
- Created and maintained databases to track and record employee data.
- Developed strategies to streamline and improve office procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Associate of Arts - Culinary Arts
The Chefs Academy
2014
No Degree - Communications
Lehman College of The City University of New York
The Bronx, NY1993
Skills
- Data Entry
- Database Uploading
- Transcribing Information
- Data Review and Verification
- Quality Assurance
- Technical Support
- Spreadsheet Management
- Microsoft Office
- Office Administration
- Mentoring
Timeline
Account Resolution Specialist III
Wells Fargo
04.2017 - 01.2022
Voice Operations Supervisor
Time Warner Cable
05.2008 - 11.2011
Technical Support Supervisor
Time Warner Cable
01.2004 - 01.2008
Technical Support Specialist
Time Warner Cable
01.2001 - 01.2004
Customer Service Administrator
Bell Atlantic
04.1992 - 04.2000
Associate of Arts - Culinary Arts
The Chefs Academy
No Degree - Communications
Lehman College of The City University of New York
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