Tawanishia Toney
Columbus,GA
Summary
Dynamic Customer Care Representative with a proven track record at Elevance Health, excelling in conflict resolution and data entry. Adept at enhancing customer satisfaction through effective communication and innovative solutions. Recognized for training new staff and implementing process improvements, fostering a collaborative team environment while consistently meeting deadlines.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Elevance Health
Columbus
10.2020 - Current
- Provided assistance to members by clarifying medical benefit-related queries via phone and chat.
- Executed efficient warm transfers to relevant departments when necessary.
- Facilitated member follow-ups on past inquiries to ensure resolution.
- Utilized conflict resolution strategies to address customer grievances successfully.
- Provided effective solutions to member issues and aided team support.
- Utilized Google Chrome, Microsoft Edge, Word, Excel, PowerPoint, Google Teams, and company systems to track customer interactions.
- Leveraged integrated AI technology to support member interactions.
- Ensured swift replies to business correspondence.
- Served as company representative and conducted training sessions.
- Consistently met company deadlines.
- Adapt seamlessly to remote and in-office work settings.
Receptionist and Administrative Assistant
Green Island Country Club
Columbus, GA
03.2020 - 10.2020
- Coordinated appointment scheduling for multiple departments, optimizing staff availability.
- Maintained office supplies inventory, implementing a streamlined ordering process.
- Managed front desk operations, ensuring efficient flow of visitors and calls.
- Handled sensitive information with discretion, adhering to confidentiality protocols.
- Collaborated with various departments to facilitate communication and resolve issues promptly.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Assisted with planning office events and meetings for smooth execution.
Supervisor
Green Island Hills Country Club
Columbus GA
05.2019 - 10.2020
- Supervised daily operations to ensure high-quality service and guest satisfaction.
- Trained and guided team members in operational procedures and customer service standards.
- Managed inventory levels, ensuring availability of supplies for seamless club operations.
- Developed schedules for staff to optimize coverage during peak times and events.
- Conducted regular performance evaluations, providing constructive feedback to enhance employee development.
- Implemented process improvements that enhanced efficiency and workflow among team members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
Server
Bonefish Grill
Columbus, GA
05.2018 - 04.2019
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Managed multiple tables simultaneously, prioritizing tasks to enhance efficiency during peak hours.
- Trained and mentored new staff on menu knowledge and service protocols, fostering team development.
- Collaborated with kitchen staff to ensure timely food preparation and accurate order delivery.
- Resolved customer complaints promptly, maintaining satisfaction and loyalty through effective communication.
- Maintained cleanliness and organization of the dining area, adhering to health and safety regulations consistently.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked guests' identification before serving alcoholic beverages.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Server Trainer
Darden Restaurants Inc
Columbus, GA
12.2002 - 05.2018
- Trained new servers on menu knowledge and customer service standards.
- Developed training materials to enhance onboarding efficiency for new hires.
- Facilitated team workshops to improve communication and teamwork among staff.
- Monitored performance of trainees, providing constructive feedback and support.
- Ensured adherence to health and safety regulations during training sessions.
- Collaborated with management to identify skills gaps and adjust training programs accordingly.
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.
- Coached servers on proper food handling techniques to maintain compliance with health department regulations and uphold food safety standards.
- Implemented upselling techniques, boosting overall revenue for the restaurant.
- Conducted pre-shift meetings to review daily specials, menu changes, or operational updates with serving staff prior to opening hours.
- Led by example, demonstrating exemplary customer service and work ethic, setting high standard for trainees.
- Tailored training sessions to address unique challenges of restaurant, leading to more relevant and effective learning experiences.
Education
Biology
Columbus State University
Columbus, GACulinary
Columbus Technical College
Columbus, GAHigh School Diploma - College Prep
Troup County Comprehensive High School
LaGrange, GA05.2000
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Supervisor
Certification
Certified Food Servsafe
Timeline
Customer Care Representative
Elevance Health
10.2020 - Current
Receptionist and Administrative Assistant
Green Island Country Club
03.2020 - 10.2020
Supervisor
Green Island Hills Country Club
05.2019 - 10.2020
Server
Bonefish Grill
05.2018 - 04.2019
Server Trainer
Darden Restaurants Inc
12.2002 - 05.2018
Biology
Columbus State University
Culinary
Columbus Technical College
High School Diploma - College Prep
Troup County Comprehensive High School