Sally Toney
Overland Park,KS
Summary
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
15
15
years of professional experience
Work History
Customer Service Team Lead
Selectquote Auto And Home
2019.07 - Current
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Took cash and credit card payments via phone, in person and through email.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Representative
Selectquote Auto And Home
2017.07 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Manager
Two Men And A Truck
2009.09 - 2017.07
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Education
High School Diploma -
Shawnee Mission North
Overland Park, KS05.1978
Skills
- Maintaining Clean Work Areas
- Customer Implementation
- Handling Escalations
- Service Delivery Optimization
- Time Management
- Work Prioritization
- Team Management
- Positive and Constructive Feedback
- Performance Evaluations
Spending time with family, sewing special projects. Huge football fan!
My family loves spending time together for football games, birthday's and trips to the lake. I used to sew for a living and now just enjoy occasional projects for my family. Enjoy some traveling and flea market hunting.
Timeline
Customer Service Team Lead
Selectquote Auto And Home
2019.07 - Current
Customer Service Representative
Selectquote Auto And Home
2017.07 - Current
Customer Service Manager
Two Men And A Truck
2009.09 - 2017.07
High School Diploma -
Shawnee Mission North
Similar Profiles
LATOYA MALTBIALATOYA MALTBIA
Insurance Sales Agent at Selectquote Auto & Home Insurance ServicesInsurance Sales Agent at Selectquote Auto & Home Insurance Services
Tamekia WilliamsTamekia Williams
SDA at SelectQuoteSDA at SelectQuote
Rachael SayerRachael Sayer
Senior Medicare Sales Agent at SelectQuote Insurance ServicesSenior Medicare Sales Agent at SelectQuote Insurance Services