Rikki L. Toney
Kettering,Ohio
Summary
Detail-oriented Call Center Representative with experience in managing account inquiries, billing, and payment processing for a national credit card portfolio. Effectively resolves customer issues in a regulated financial environment, ensuring compliance while documenting interactions and clarifying account terms. Provides consistent service during high-volume inbound calls, prioritizing customer understanding and satisfaction.
Overview
35
35
years of professional experience
Work History
CALL CENTER REPRESENTATIVE
Synchrony
Kettering, USA
01.2018 - Current
- Provided inbound customer support for national credit card company, assisting with account inquiries, billing, payments, and transaction reviews to enhance customer satisfaction.
- Educated customers on account terms and payment options, accurately documenting all interactions to maintain comprehensive account records.
- Resolved issues in compliance with financial regulations and company policies, ensuring adherence to industry standards.
LOSS DRAFT SPECIALIST
Assurant
Springfield, USA
01.2004 - 01.2017
- Managed loss draft and hazard insurance processing to ensure compliance with regulatory standards.
- Resolved complex documentation issues and coordinated draw requests, leveraging enterprise systems including LPS, Draftrac, DTE, Real Servicing, and Trackall to streamline processes.
- Completed training program focused on future team leadership roles.
ASSISTANT MANAGER
Kids "R" Us
01.2002 - 01.2003
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Coordinated daily operations, ensuring compliance with company policies and procedures.
- Supported retail sales and streamlined daily store operations.
- Coordinated daily operations to maintain compliance with company policies and enhance operational efficiency.
- Supported floor-plan design initiatives and upheld customer service standards.
- Mentored junior staff members, promoting professional growth and enhancing overall team performance.
- Managed daily cash reconciliations for accurate financial reporting and reduced discrepancies.
MERCHANDISE COORDINATOR
Elder-Beerman Corporate Headquarters
Moraine, USA
01.2000 - 01.2002
- Coordinated merchandise planning and allocation across multiple retail locations.
- Managed inventory levels to ensure product availability and minimize stockouts.
- Collaborated with vendors to maintain strong supplier relationships and negotiate terms.
- Booked models and organized fashion shoots while preparing clothing for photo shoots and coordinating communication between buyers and the fashion stylist.
CUSTOMER SERVICE ASSOCIATE
Victoria's Secret
01.1998 - 01.1999
- Handled incoming customer calls, resolved service issues, completed follow-up paperwork, communicated with credit card companies for customer assistance.
- Assisted customers with product selection and inquiries.
- Processed transactions accurately using point-of-sale systems.
- Maintained store presentation and organized merchandise displays.
ASSOCIATE MANAGER
Fazoli's
01.1995 - 01.1998
- Coordinated office and food-supply ordering, scheduled team shifts, hired and trained staff, prepared food, processed daily deposits, and delivered customer service.
- Oversaw daily restaurant operations and ensured smooth workflow.
- Managed inventory levels and coordinated supply orders efficiently.
- Trained and mentored staff on service standards and procedures.
- Received recognition as Associate of the Year for outstanding performance during 1997-1998.
CUSTOMER SERVICE REPRESENTATIVE
Arby's
01.1992 - 01.1994
- Provided exceptional customer service by resolving issues and enhancing customer satisfaction.
- Guided customers in menu selections to create enjoyable dining experiences.
- Trained new staff on operational procedures and effective customer interaction techniques.
Education
Ball State University
Muncie, INSkills
- Call center metrics
- Customer issue resolution
- Call quality monitoring
- Escalation management
- Team coaching
- Financial regulations
- Customer account management
- Data integrity
- Microsoft Office proficiency
- Confidential information handling
- Escalation resolution
- Complaint handling
- CRM systems
- Issue resolution
- Team leadership
- Communication skills
- Problem solving
- Caller accommodations
Timeline
CALL CENTER REPRESENTATIVE
Synchrony
01.2018 - Current
LOSS DRAFT SPECIALIST
Assurant
01.2004 - 01.2017
ASSISTANT MANAGER
Kids "R" Us
01.2002 - 01.2003
MERCHANDISE COORDINATOR
Elder-Beerman Corporate Headquarters
01.2000 - 01.2002
CUSTOMER SERVICE ASSOCIATE
Victoria's Secret
01.1998 - 01.1999
ASSOCIATE MANAGER
Fazoli's
01.1995 - 01.1998
CUSTOMER SERVICE REPRESENTATIVE
Arby's
01.1992 - 01.1994
Ball State University