Toni Hawkins

Investigated possible clients:

• Validate the business existence to avoid fraud.
• Confirm the customer certification request.
• Provide certification process for the client.
• Perform the validation quickly and professionally.
• Collaborated with team members to identify areas of improvement in customer service processes.

Manager Tech Support Team

• Developed customer service policies and procedures to ensure a consistent and positive experience.
• Collaborated with cross-functional teams to develop smooth internal system updates to improve the customer experience.
• Handled escalated calls from customers requiring additional assistance or specialized knowledge.
• Owned internal and external communications during system issues.
• Manage off-hours support schedules.
• Provide feedback and professional growth opportunities to my Tech Support team members.
• Monitored customer service performance metrics and created reports for senior management review.
• Established relationships with external vendors that are essential for providing superior levels of support during peak times.
• Established policies and procedures related to technical support operations.
• Resolved escalated customer issues promptly and effectively.

Managed Channel Partners

• Ensure smooth process for new partner onboarding.
• Managed escalated customer issues and resolved conflicts in a timely manner.
• Provided up-to-date equipment for new sales and mutual customer satisfaction.

Managed the Fulfillment Team

• Collaborated with telecommunications vendors to improve the new customer onboarding process.
• Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.

Manage three levels of Account Managers teams.

• Collaborated with cross-functional teams to develop sales campaigns that enhance company revenue.
• Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
• Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
• Manage internal department relationships to improve policies and procedures.
• Managed escalated customer issues and resolved conflicts in a timely manner.
• Maintained accurate records of all interactions with customers including call logs, emails, online chats.
• Developed customer service policies and procedures to ensure a consistent and positive experience.
• Designed strategies for resolving common complaints from customers quickly and efficiently.
• Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
• Analyzed customer feedback data to identify areas of improvement in the customer experience.

CSR

• Managed incoming calls from customers in a professional manner.
• Dispute Specialist.
• Investigate card disputed charges.
• Provide quick and respectful customer service.
• Maintained a professional manner with merchants involving the disputes.
• Process chargebacks to merchants.

Quality Analyst.

• Worked closely with internal departments to ensure quality customer service delivery.
• Resolved customer complaints quickly and professionally.
• Utilized problem solving skills to resolve customer issues quickly and efficiently.
• Analyzed data related to customer service operations such as average handling time per call.
• Tracked performance metrics and identified areas needing improvement in order to meet established targets.
• Maintained records of customer interactions and transactions.

Security Database Administrator

• Created system access IDs for new employees.
• Performed system access audits.
• Maintained the Sarbanes-Oxley compliant.
• Analyzed system use in order to identify possible internal fraud.
• Maintained accurate records.
• Processed access revocation when necessary.
• Identified and implemented process improvements.

Business Unit Stakeholder.

• Assisted Project Managers with the development of new strategies for improved customer satisfaction.
• Provide Business Unit approval for new policy and procedures changes for implementation.
• Maintain a professional relationship with cross-functional departments.
• Maintain a professional relationship with the Risk department in order to better identify fraud.

• Processed sales transactions accurately and efficiently at the cash register.
• Reconciled daily sales transactions against cash registers totals.
• Performed daily opening and closing procedures for store operation.
• Stocked shelves with merchandise and maintained inventory levels.
• Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
• Demonstrated excellent customer service skills at all times.
• Note: I worked for Harts at 585 E State Rd American Fork, UT from 1987 to 1991