Toni Chappell
Compassionate Direct Service Provider with a proven ability to assist clients in daily living activities. Skilled in implementing individualized care plans and fostering positive relationships to enhance client independence and well-being.
Work History
Direct Service Provider
6 Months- Assist client with daily living activities to enhance independence and quality of life.
- Implement individualized care plans, adapting strategies to meet unique client needs.
- Maintained accurate documentation of client progress and service delivery for compliance purposes.
- Provide emotional support and encouragement to clients, fostering positive relationships and trust.
- Monitor client behavior and report changes to supervisors for timely interventions.
- Assist patients with personal requirements for housekeeping and grooming assistance.
- Assist disabled clients to support independence and well-being.
Lead Account Specialist
3 Years 4 Months- Managed client accounts, ensuring accurate billing and timely resolution of inquiries.
- Developed and implemented strategies to enhance customer retention and satisfaction rates.
- Collaborated with cross-functional teams to streamline account management processes.
- Trained and mentored junior representatives on best practices in account handling.
- Utilized CRM tools to track account activities and maintain comprehensive records.
- Led initiatives aimed at optimizing workflows, resulting in improved operational efficiency.
- Balanced multiple tasks simultaneously, achieving targets and maintaining a high standard of quality in account management activities.
- Implemented innovative strategies for account retention, securing long-term relationships with valuable clients.
Trainer
10 Months- Developed and delivered engaging training sessions to enhance team performance.
- Collaborated with management to assess training needs and implement effective programs.
- Monitored trainee progress and provided constructive feedback to drive improvement.
- Utilized various instructional techniques to accommodate diverse learning styles among trainees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Education
Bachelor of Arts - Psychology
- [Number] GPA 4.0
- Completed courses in CFS176, EDU222, ENG101, CPD150, EDU221, ENG102, ENH222, EDU115, ENGL201
High School Diploma
- [Number] GPA 3.2
- Completed courses in Choir 5-6, Honors World History, Honors World Geography, Honors Spanish 3-4, and Advanced Biology 3-4
- Graduated enrolled in Advanced Marketing, Humanities, and Business Internship
Skills
Accomplishments
Employee Excellence Award 2023 -Won Discover Employee Excellence Award for Quarter 3 in 2023 for going above and beyond daily in demonstrating our Discover Values
Agent + Graduated Agent+ to learn to coach and assist agents day to day, I got to run Calibrations, Team Meetings, Connects, Reconnects and more. I was able to go through and help agents on their opportunities and smooth their rough ends all while teaching them to also be self-sufficient and to grow as individuals as well to avoid being solely dependent while also teaching them that it is still always okay to ask for assistance when needed.
Discover Training Class 2023 November-December - Helped train new hires in their positions as Senior Account Specialists in order for them to successfully transition into a new job role and department while teaching them the new skills along the way. I got to go through every part of the training process with them to teach them how to be successful when they go to their new teams and mitigate risk as well.
Subject Matter Expert Internship 2023-2024 November- March - During this internship I was able to expand past my prior internship. I was able to run Expert Chat which helped agents while they are on the phones or messaging with cardmembers live for correct assistance when needed. I also ran Supervisor Chats for when customers are messaging in asking for a supervisor or are being inappropriate to agents, I handled de-escalating situations and ensuring cardmembers and agents are treated correctly and receive correct information. Another skill I got to learn more in depth about was Social Media for Discover. I get the manage our Social Media posts and respond when needed along with tracking all of our comments to ensure we handle everything correctly as a company.