Toni Eason
Raleigh,US
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Conduent
09.2019 - 08.2023
- Providing customers with appropriate customized solutions to meet their needs
- Providing customers with important information while communicating in a warm empathetic manner
- Maintain solid customer relationships by handling questions and concerns with accuracy and professionalism
- Help navigate and connect patients to other designated support vendors to address as appropriate.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Associate
CSS Staffing
03.2011 - 01.2015
- Address all customer service queries in a polite, accurate, and timely fashion
- Worked well with upper management to ensure ultimate customer satisfaction
- Managed a steady volume of incoming calls while navigating through multiple systems
- Received the Customer Service Agent of the quarter award twice
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Informed customers about special promotions and provided detailed information for various products.
Customer Service Agent
Spectrum Call Center
04.2015 - 07.2019
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells
- Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software
- Worked productively to determine the needs of customers and fast track solutions to those needs
- Answered inquiries by effectively researching, locating, and relaying information to customers
- Maintained call center database by collecting and recording information
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Education
Certificate - Medical Assisting
Wake Technical College
Raleigh, NC04.2016
Skills
- Active listening
- Analytical
- Attention to detail
- Billing
- Communication skills
- Time management
- Microsoft Word
- 65 WPM Typist
- Microsoft Excel
- Technical Support
- Data Entry
- Quality Assurance Controls
- Paperwork Processing
- Administrative Support
Timeline
Customer Service Representative
Conduent
09.2019 - 08.2023
Customer Service Agent
Spectrum Call Center
04.2015 - 07.2019
Customer Service Associate
CSS Staffing
03.2011 - 01.2015
Certificate - Medical Assisting
Wake Technical College