Toni Johns
Wylie,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Efficient at providing information needed for resolutions.
Overview
5
5
years of professional experience
Work History
Agency Ops Tech-Contact Center
State Farm Richardson Hub
Richards , TX
03/16/20 - Current
- Answered incoming calls from customers and provided assistance with process inquiries, New Hire, Licensing, and Individual Assignments questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Managed customer expectations by using probing questions to clarify needs, identifying options and recommending issue resolutions.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Utilized knowledge base SFA to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Attended weekly Huddle sessions on updates and changes within the organization.
- Developed effective working relationships with team members across multiple departments.
- Update SFA system with feedback in the form of suggestions to update information, helpful Pathway additions, or non operational links.
Receptionist
National Technical Systems Inc.
Plano , TX
2019.05 - 2020.03
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel on a multi-line phone system.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Assisted with special projects assigned by management when required.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Verified visitors' identification cards before allowing access to the building.
- Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
- Supervised setup of conference rooms for meetings and office events in common areas.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Composed and prepared routine correspondence, letters and reports with job-related software.
Education
Some College (No Degree) - Computer And Information Sciences
Collin County Community College District
Plano, TX2011-06
Skills
- Call Handling
- CRM Software
- Answering Questions
- Call Center Operations
- Problem-Solving Skills
- Documentation and Reporting
- Data Entry
- Proficiency in SFA, OSC, ABS, SSAA Software Applications
- System Documentation
- Inbound Phone Call Management
Affiliations
- Arts & Crafts
- Avid reader
- Animated Movie Enthusiast
Accomplishments
- Consistently recognized providing informative excellent customer service by callers via email recognition to my supervisor and ovations by team members.
- Consistently meeting and exceeding metric standards for 3 years.
- Volunteered for Temporary Work Assignments, Side by Side call sharing with new hires, as well as actively making suggestions to improve Knowledge Articles.
- Consistently recognized for excellent customer service in all positions I have held.
Volunteer Bible Education Work
- Ongoing public speaking education
- Monthly Volunteer in Bible education activity door to door, via phone calls and letter writing.
- JW.ORG
Timeline
Receptionist
National Technical Systems Inc.
2019.05 - 2020.03
Agency Ops Tech-Contact Center
State Farm Richardson Hub
03/16/20 - Current
Some College (No Degree) - Computer And Information Sciences
Collin County Community College District
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