Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tona Mamou

Stafford

Summary

Dedicated customer service professional of over 26 years with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

29
29
years of professional experience

Work History

Customer Service Dispatcher

Metropolitan Transportation Authority
10.2022 - Current
  • Oversees METROLift and Community Connector service delivery to include: directing drivers, street supervisors and maintenance personnel while on the road to ensure prompt, safe and efficient delivery by METROLift vehicle services.
  • Uses a PC based computer dispatching system, radio system and vehicle location system to track the increasing number of disabled patron pick-ups per service day.
  • Identifies and documents alternative vehicle resources as required to re-assign to prevent and/or recover from service interruptions that can cause patron complaints/physical distress and financial loss to METRO for unproductive use of revenue hours. Requires communication and coordination with drivers, supervisors, maintenance personnel, METROLift supervisors and Contractor administrators.
  • Consistently contacts drivers to update their schedules, reviewing the schedules and their documentation to make decisions on when to remove trips from driver to return them to an on-time status.
  • Identifies, documents and issues to each driver over 1,500 trip assignment changes each day based on patron lateness, early request or driver lateness.
  • Answers routine customer calls involving verifying trip information, cancelling trips, checking on the status of a ride, and general information about METROLift services.
  • Documents customer call information in the scheduling system.
  • Provides accurate information and outstanding customer service to callers.
  • Manages patron crisis calls documenting problems and initiating corrective action in a timely manner.
  • Receives and documents driver input regarding patron trip changes (i.e., no-rides, cancellations).
  • Monitors and assists, drivers, street supervisors and maintenance personnel with street issues to avoid delays (i.e., incorrect addresses, gate codes, being lost, communication equipment problems, security issues etc.).
  • Identifies, documents and reports driver misconduct to Contractors and METROLift Supervisory Staff to enable METRO to asses liquidated damages recovering from loss of revenue services.
  • Identifies, documents and reports vehicle breakdowns, road calls and accidents to all appropriate METRO staff, vehicle Contractors, street supervisors, and police and emergency agencies.
  • Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
  • Performs other duties as assigned.

Head Cashier

Home Depot
02.2018 - 09.2022
  • Maintain a positive work environment for all Cashiers
  • Resolve cash tills at the end of every shift
  • Generate accurate till reports for each register
  • Manage and perform all check-out functions on a daily basis
  • Communicate clearly and openly with customers
  • Manage the check-out area and ensure each station remains clean and efficiently run
  • Respond to Cashiers' requests for price checks and other functions for customer service
  • Listen to customer complaints and questions and refer them to the assistant manager when required
  • Ensure all stations have adequate cash and change at all times
  • Serve as the primary point-of-contact for customer service associates

New Accounts Specialist Representative

FedEx Corp
08.1994 - 10.2020
  • Manage large amounts of incoming calls
  • Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Track packages identify and assess customers’ needs to achieve satisfaction
  • Setup new personal and business accounts
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customer

Education

Associate Degree - undefined

Westbury High School
Houston, TX
1990

undefined

Miss Wade's Fashion Merchandising College
Dallas, TX
1990

Skills

  • MS Office Suite
  • Clerical
  • Phone & Fax
  • Cash Handling
  • Retail Management
  • Retail Sales
  • POS
  • Sales
  • Loss Prevention
  • Supervising Experience
  • Merchandising
  • Dispatch Coordination

Timeline

Customer Service Dispatcher

Metropolitan Transportation Authority
10.2022 - Current

Head Cashier

Home Depot
02.2018 - 09.2022

New Accounts Specialist Representative

FedEx Corp
08.1994 - 10.2020

Associate Degree - undefined

Westbury High School

undefined

Miss Wade's Fashion Merchandising College

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Tona Mamou