Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic
Shonda Toliver

Shonda Toliver

Lawnside,NJ

Summary

Hard-working 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.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Supervisor, Customer Service

USPS
01.2022 - Current
  • Quality Control
  • A supervisor in the post office oversees the sorting out and organizing of incoming and outgoing mail, parcels and freight deliveries
  • He also ensures that employees appropriately package and prepare local and international cargo for dispatch by stamping and labeling them

Supervisor Customer Services

USPS
06.2020 - 01.2022
  • Quality Control
  • A supervisor in the post office oversees the sorting out and organizing of incoming and outgoing mail, parcels and freight deliveries
  • He also ensures that employees appropriately package and prepare local and international cargo for dispatch by stamping and labeling them

Letter Carrier

United States Postal Service
04.2018 - 06.2020
  • USPS mail carriers deliver mail to homes and businesses in cities, towns, and rural areas
  • They travel planned routes, collecting and delivering mail, obtaining signatures, and answering customer questions about postal regulations and services
  • Mail may be delivered on foot or by mail truck, depending on the location

Customer Service Representative

GILA
09.2017 - 04.2018
  • GILA is a non-supervisory position with the Operations Support Team supporting the NJ client
  • This position requires that an employee respond to customer inquiries, effect dispute resolution, client correspondence, and provide reporting and tracking to MSB management
  • Customer Service Representative, (September2017 to Present)
  • Client/Customer Correspondence Handling
  • Decision customer requests for hardship payment plans
  • Update account data
  • Letter Archiving, mail returns, correspondence logs
  • Audit vault to ensure all payments are posted
  • SOP/Application management
  • Prepare and maintain all standard operating procedures for internal and external customers
  • Prepare and maintain customer correspondence with appropriate language and templates
  • Handle the newly designed automation application; work with internal staff and developers to maintain and improve

Program Associate

BANCROFT
06.2016 - 09.2017
  • Company Overview: BANCROFT is a leading non-profit provider of specialized services for individuals with autism, brain injuries, and other intellectual or developmental disabilities
  • The Program Associate provides supervision, guidance, instruction, skill building and/or rehabilitation to assigned persons served within a specific Program site regarding daily living activities, safety, vocational activities, and interaction with others
  • In accordance to specific Program needs, duties include, but are not limited to:
  • Maintaining all levels of supervision for assigned persons as outlined in Individual Program Plan (IPP);
  • Running daily goals for each individual and assisting each person in achievement of those goals;
  • Encouraging the independence of each person within his/her ability limit while following standard interaction protocol or individual behavior plan;
  • Ensuring Program site operates in accordance with organization's quality standards;
  • Aiding in resolution of problematic situations that may occur and exercising appropriate judgment in addressing specific situations;
  • Coordinating transportation needs, as appropriate;
  • Strictly following physicians' orders for ~~~~~~~~~~ care;
  • Assisting assigned persons served with schoolwork and/or vocational activities;
  • Completing paperwork in a professional manner and maintaining all documentation as required;
  • Serving as an advocate on behalf of assigned persons in a variety of situations;
  • Following state-approved emergency procedures and Bancroft-approved crisis techniques at all times

Banking Specialist I

TD BANK
05.2015 - 06.2016
  • Company Overview: TD BANK TD Bank, America's Most Convenient Bank, is one of the10 largest banks in the U.S., providing more than8 million customers with a full range of retail, small business and commercial banking products and services at approximately1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida
  • Promotes strong and lasting Customer relationships through the Contact Center environment by providing quality Customer service and sales in an efficient and highly professional manner
  • Provides exceptional Customer service by meeting all Customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel
  • Displays positive, professional tone, exhibit empathy when required, deliver key attributes and provide a WOW! experience for the Customer
  • Takes ownership of Customer concerns and resolve Customer issues at first point of contact

Program Associate

BANCROFT
08.2014 - 05.2015
  • Company Overview: BANCROFT is a leading non-profit provider of specialized services for individuals with autism, brain injuries, and other intellectual or developmental disabilities
  • The Program Associate provides supervision, guidance, instruction, skill building and/or rehabilitation to assigned persons served within a specific Program site regarding daily living activities, safety, vocational activities, and interaction with others
  • In accordance to specific Program needs, duties include, but are not limited to:
  • Maintaining all levels of supervision for assigned persons as outlined in Individual Program Plan (IPP);
  • Running daily goals for each individual and assisting each person in achievement of those goals;
  • Encouraging the independence of each person within his/her ability limit while following standard interaction protocol or individual behavior plan;
  • Ensuring Program site operates in accordance with organization's quality standards;
  • Aiding in resolution of problematic situations that may occur and exercising appropriate judgment in addressing specific situations;
  • Coordinating transportation needs, as appropriate;
  • Strictly following physicians' orders for ~~~~~~~~~~ care;
  • Assisting assigned persons served with schoolwork and/or vocational activities;
  • Completing paperwork in a professional manner and maintaining all documentation as required;
  • Serving as an advocate on behalf of assigned persons in a variety of situations;
  • Following state-approved emergency procedures and Bancroft-approved crisis techniques at all times

Dietary Aide

POWERBACK REHABILITATION
08.2013 - 08.2014
  • Company Overview: PowerBack is a rehabilitation facility that offers specialized care in cardiac, pulmonary and orthopedic management
  • PowerBack's singular goal is to help patients get their Power Back so they can get back home as soon as possible
  • The Dietary Aide performs a variety of food service functions in maintaining clean and sanitary conditions of food service areas, facilities, and equipment and assists in some aspects of food preparation
  • Additionally, the Aide puts customer service first, ensuring that customers and families receive the highest quality of service in
  • An attentive and responsive atmosphere which recognizes the individuals' needs and rights
  • Duties included, but were not limited to:
  • Handling food and equipment according to sanitation policies and procedures;
  • Operating equipment in a safe manner;
  • Reporting any discrepancies in his/her area to department supervisor;
  • Delivering and retrieving food carts to and from customer area;
  • Setting up trays for meals/works tray line position;
  • Performing other tasks as assigned by the Food Service Director

Utility Worker and Server

CHERRY HILL SENIOR LIVING
10.2012 - 08.2013
  • Company Overview: Cherry Hill Senior Living offers assisted living care in a beautiful retirement community
  • Cherry Hill Senior Living is owned by Five Star Senior Living - a national healthcare and senior living provider
  • Five Star communities go above and beyond government requirements or traditional ideas about retirement living - in healthcare, dining, and every aspect of community life
  • The utility worker performs a variety of service functions in maintaining clean and sanitary conditions of food service areas, facilities and equipment
  • The Server meets the clients' needs in the dining room, setting tables, providing meals, beverages, and desserts
  • Duties included, but were not limited to:
  • Processing soiled trays, dishes and utensils from tables to dishwasher;
  • Washing pots, pans and other equipment as necessary;
  • Returning cleaned items to appropriate places;
  • Performing daily or scheduled cleaning duties in accordance with established policies and procedures;
  • Building rapport with clients, staff and administration;
  • Assisting in the serving of food;
  • Performing other tasks as arranged by the Food Service Director

Education

High School Diploma -

Haddon Heights High School
Haddon Heights, NJ
06-2010

Skills

  • Caregiving
  • Developmental disabilities experience (2 years)
  • Customer Service
  • Meal preparation (2 years)
  • Customer Care
  • Dietary aide experience
  • Food Handling
  • Food Service
  • Customer Support
  • CSR
  • Dietary department experience
  • Autism experience (2 years)
  • Microsoft Office (6 years)
  • MS OFFICE (6 years)
  • Call Center (3 years)
  • Windows
  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Employee motivation
  • Attention to detail
  • Staff discipline
  • Multitasking Abilities
  • Problem-solving
  • Teamwork and collaboration
  • Time management
  • Excellent communication
  • Adaptability and flexibility
  • Effective communication
  • Active listening
  • Organizational skills
  • Professionalism
  • Adaptability
  • Reliability

Certification

Driver's License

Additional Information

  • Computer Competencies:
  • Microsoft Office Suite; Social Media

Timeline

Supervisor, Customer Service

USPS
01.2022 - Current

Supervisor Customer Services

USPS
06.2020 - 01.2022

Letter Carrier

United States Postal Service
04.2018 - 06.2020

Customer Service Representative

GILA
09.2017 - 04.2018

Program Associate

BANCROFT
06.2016 - 09.2017

Banking Specialist I

TD BANK
05.2015 - 06.2016

Program Associate

BANCROFT
08.2014 - 05.2015

Dietary Aide

POWERBACK REHABILITATION
08.2013 - 08.2014

Utility Worker and Server

CHERRY HILL SENIOR LIVING
10.2012 - 08.2013

High School Diploma -

Haddon Heights High School

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Shonda Toliver