Shamaria Toney
Birmingham,AL
Summary
Dynamic Account Expert with a proven track record at T-Mobile, excelling in customer service and problem-solving. Enhanced customer satisfaction through effective communication and timely account management. Skilled in negotiation and payment processing, consistently exceeding performance metrics and fostering long-term customers relationships. Recognized for resolving complex issues with empathy and professionalism.
Overview
3
3
years of professional experience
Work History
Account Expert
T-Mobile
04.2023 - Current
- Streamlined financial reporting processes for improved efficiency and accuracy.
- Proved track record of managing, selling and developing relationships with strategic merchants.
- Guided clients through onboarding processes, establishing a solid foundation for long-term success in their accounts.
- Demonstrated exceptional problem-solving abilities to quickly and effectively resolve account-related issues, leading to increased client satisfaction levels.
- Developed strong relationships with clients, ensuring their needs were consistently met and exceeded.
- Enhanced client satisfaction by providing timely and accurate account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Customer Service Representative
Target
12.2021 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
High School Diploma -
Clay Chalkville High School
Birmingham, AL05-2020
Skills
- Customer service
- Problem-solving
- Teamwork and collaboration
- Multitasking
- Updating customer accounts
- Excellent communication
- Active listening
- Effective communication
- Payment scheduling
- Payment processing
- Negotiation and resolution
Timeline
Account Expert
T-Mobile
04.2023 - Current
Customer Service Representative
Target
12.2021 - 04.2023
High School Diploma -
Clay Chalkville High School
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