Toinita Billups
Raleigh,NC
Summary
Dynamic and results-oriented professional with extensive project experience from initial concept to final development. Versatile background includes roles such as Security Guard, Manager, Customer Service Supervisor, Information Technology Specialist, Collections Expert, Mortgage Organizer, and Community Representative for Disabled Adults. Successfully owned and operated a restaurant from 1995 to 2000, demonstrating entrepreneurial spirit and operational expertise. Proven ability to drive sales and enhance customer satisfaction through effective communication, in-depth product knowledge, and a collaborative problem-solving approach that consistently meets and exceeds customer expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Delivery Driver
GoPuff, DoorDash
Raleigh, NC
09.2025 - 02.2026
- Coordinated food order deliveries, ensuring swift service and high levels of customer satisfaction.
- Analyzed and selected optimal delivery routes using GPS technology, significantly improving overall delivery timelines.
- Conducted regular inspections to maintain vehicle cleanliness and guarantee compliance with safety standards during daily operations 75% of time.
- Facilitated positive service interactions by delivering clear and concise updates on order status to customers.
Customer Service Coordinator
Wawa
Garner, NC
05.2025 - 09.2025
- Delivered outstanding customer service and resource support, significantly contributing to improved patron satisfaction.
- Responded to customer inquiries and resolved issues efficiently to enhance overall service experience.
- Responded to guest 40% of time, inquiries and concerns with professionalism, enhancing overall customer experience.
- Coordinated efforts with team members to optimize customer service interactions and satisfaction.
Sales Associate
7-Eleven
Raleigh, NC
03.2024 - 08.2024
- Contributed to the achievement of store goals by actively upselling products and suggesting complementary items
- Assisted in inventory management by conducting regular stock checks, restocking shelves, and placing orders 25% as needed
- Maintained a clean and organized work environment to enhance the shopping experience for customers
- Demonstrated excellent time management skills by efficiently handling multiple tasks simultaneously during busy periods
- Participated in regular training sessions to stay updated on product features, industry trends, and sales techniques
Delivery Driver
UberEATS, DoorDash
Columbia, SC
03.2023 - 08.2023
- Delivered packages and goods to customers in a timely and efficient manner
- Maintained accurate records of 65% deliveries, including time of delivery, recipient's name, and any special instructions
- Ensured the safe handling and transportation of fragile or perishable items
- Adhered to all traffic laws and regulations while operating company vehicles
Customer Service Representative
Everise
Columbia, SC
11.2022 - 02.2023
- Achieved 40% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
Tech Support Agent
Concentric
Columbia, SC
08.2022 - 12.2022
- Provided technical support to 80% via phone, email, and chat, troubleshooting hardware and software issues
- Demonstrated strong problem-solving skills by analyzing complex technical issues and finding innovative solutions
- Escalated unresolved issues to higher-level support or engineering teams for further investigation
- Assisted customers in setting up new devices and configuring network settings for optimal performance
- Suggested process improvements that resulted in increased efficiency within the tech support department
Mail Carrier
Post Office USPS
Columbia, SC
04.2022 - 08.2022
- Sorted and distributed incoming mail to appropriate departments, ensuring timely delivery
- Processed outgoing mail by weighing, stamping, and labeling packages and envelopes
- Maintained accurate records of 50% incoming and outgoing mail using computerized tracking systems
- Performed routine maintenance on sorting equipment to ensure optimal performance
Customer Service Representative
Verizon
Columbia, SC
01.2022 - 04.2022
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Managed a 33% incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
Automotive Service Technician
Urgently
Columbia, SC
01.2022 - 03.2022
- Assisted customers with troubleshooting technical issues related to products/services, providing step-by-step instructions or coordinating with technical support teams when necessary
- Conducted follow-up calls/email 40%, campaigns after resolving an issue to ensure complete resolution and gather feedback
- Developed rapport with key clients through regular check-ins, ensuring their ongoing satisfaction with our products/services
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
Custody Officer
Wellpath Correct Care Solutions
Columbia, SC
08.2021 - 12.2021
- Demonstrated proficiency in emergency response procedures, including CPR and first aid techniques
- Participated in disciplinary hearings as a witness or providing testimony based on observations and incident reports 10% of time.
- Provided guidance and support to newly hired officers during their training period
- Performed searches on individuals, cells, vehicles, or other areas as required by standard procedures or suspicion of illegal activity
CDC Vaccination Hotline Project-CSR3
Maximus
Columbia, SC
03.2021 - 07.2021
- Provided exceptional customer service to patients and their families, addressing inquiries, resolving issues, and ensuring a positive experience
- Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics
- Collaborated with healthcare providers to coordinate appointments, referrals, and authorizations for medical procedures
- Maintained a high level of professionalism during challenging interactions with upset or irate customers, deescalating situations effectively 60% of time.
School Bus Driver
D&D Transport Inc
Raleigh, NC
11.2019 - 03.2020
- Safely transported students to and from school, adhering to all traffic laws and safety regulations
- Maintained a clean and orderly bus interior, ensuring a safe and comfortable environment for students
- Conducted pre-trip inspections of the bus to ensure it was in proper working condition before each route
- Communicated effectively with parents/guardians regarding pick-up/drop-off times and any changes in schedule
- Implemented discipline procedures when necessary to maintain a safe and respectful atmosphere on the bus 100% of time.
Delivery Driver
Uber
Raleigh, NC
01.2019 - 10.2019
- Followed established safety protocols for loading/unloading packages or goods from the vehicle
- Managed delivery routes effectively to optimize efficiency and minimize fuel consumption
- Delivered packages and goods to customers in a timely and efficient manner
- Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions
- Resolved delivery issues or discrepancies in a timely manner to ensure customer satisfaction 100% of the time.
Delivery Driver
UPS
Raleigh, NC
11.2018 - 01.2019
- Cultivated positive relationships with regular customers through friendly interactions
- Demonstrated strong problem-solving skills when faced with unexpected road closures or traffic delays
- Maintained a clean driving record throughout employment tenure 100% of the time.
- Performed routine vehicle inspections before each shift to ensure proper functioning of brakes, lights, tires, etc
- Delivered packages and goods to customers in a timely and efficient manner
Customer Service Specialist
Williams Sonoma Inc
Raleigh, NC
08.2018 - 12.2018
- Maintained detailed records of all customer interactions using CRM software, 75% of the time ensuring accurate documentation for future reference
- Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
- Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information on features, pricing, and availability
- Collaborated with cross-functional teams including sales, technical support, and shipping to ensure seamless order processing and delivery for customers
Security Officer
Allied Universal Security Services
Raleigh, NC
01.2018 - 08.2018
- Patrolled assigned areas to ensure the safety and security of premises, personnel, and visitors
- Monitored surveillance cameras and alarm systems to detect any suspicious activity or potential threats
- Responded promptly to incidents, emergencies, and alarms, taking appropriate action as necessary
- Conducted thorough inspections of vehicles, bags, and personal belongings to prevent unauthorized items from entering the premises 100% of time.
Manager
Taco Bell
Raleigh, NC
03.2017 - 08.2017
- Led a team of 15 employees, providing guidance and support to ensure efficient operations
- Developed and implemented strategies to improve productivity and streamline processes
- Managed multiple projects simultaneously within established timelines
- Identified areas for process improvement through data analysis
- Resolved customer complaints or issues promptly while maintaining a positive brand image
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
Education
Associate - Criminal Justice
Everest University
Lorida, FL01-2018
Certificate of Technical Studies - Information Technology
Union County College
Cranford, NJ06-2003
High School Diploma -
Abraham Clark HS
Roselle, NJ06-1993
Skills
- Inbound call coordination
- Conflict de-escalation
- Technical troubleshooting
- Customer engagement
- Conflict management
- Customer relationship management
- Leadership
- Relationship management
- CRM software
- Windows
- Ethernet
- Teamwork and collaboration
- Multi-tasking strength
- Exceptional customer service
- Cash register operation
Certification
- Driver's License
- Food Handler Certification
Custom
20Y Experience
Personal Information
Work Permit: Authorized to work in the US for any employer
Custom
Customer service fit, Completed, 04/01/21, Measures the traits that are important for success for customer service roles
Timeline
Delivery Driver
GoPuff, DoorDash
09.2025 - 02.2026
Customer Service Coordinator
Wawa
05.2025 - 09.2025
Sales Associate
7-Eleven
03.2024 - 08.2024
Delivery Driver
UberEATS, DoorDash
03.2023 - 08.2023
Customer Service Representative
Everise
11.2022 - 02.2023
Tech Support Agent
Concentric
08.2022 - 12.2022
Mail Carrier
Post Office USPS
04.2022 - 08.2022
Customer Service Representative
Verizon
01.2022 - 04.2022
Automotive Service Technician
Urgently
01.2022 - 03.2022
Custody Officer
Wellpath Correct Care Solutions
08.2021 - 12.2021
CDC Vaccination Hotline Project-CSR3
Maximus
03.2021 - 07.2021
School Bus Driver
D&D Transport Inc
11.2019 - 03.2020
Delivery Driver
Uber
01.2019 - 10.2019
Delivery Driver
UPS
11.2018 - 01.2019
Customer Service Specialist
Williams Sonoma Inc
08.2018 - 12.2018
Security Officer
Allied Universal Security Services
01.2018 - 08.2018
Manager
Taco Bell
03.2017 - 08.2017
Associate - Criminal Justice
Everest University
Certificate of Technical Studies - Information Technology
Union County College
High School Diploma -
Abraham Clark HS