Toni Kinney
Mount Morris,MI
Summary
Dynamic professional with expertise in CRM software and exceptional communication skills. At Maximus, improved customer satisfaction by 20% through efficient issue resolution and team collaboration. Proven ability to adapt quickly to changes, streamline processes, and maintain data accuracy. Committed to delivering outstanding service and fostering positive client relationships.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Maximus
Flint, MI
08.2023 - 12.2025
- Handled customer inquiries efficiently across multiple channels, ensuring timely resolution of issues.
- Documented call details accurately in CRM systems to maintain comprehensive records.
- Collaborated with team members to streamline communication processes and enhance service quality.
- Adapted quickly to changes in product knowledge and service protocols, improving response times.
Laborer
PrintComm
Flint, MI
08.2022 - 05.2023
- Flint Operated machinery for production tasks, ensuring quality standards met.
- Assisted team in packaging and shipping materials efficiently.
- Maintained cleanliness of work area to uphold safety protocols.
- Loaded and unloaded materials, optimizing workflow processes.
Secretary
Ash Tax Solutions
01.2018 - 04.2021
- Managed appointment scheduling and maintained organized calendars for tax professionals.
- Handled client inquiries via phone and email, providing timely assistance and information.
- Coordinated communication among team members to streamline workflow processes.
- Developed and maintained filing systems for efficient document retrieval and storage.
- Updated client databases with accurate information, enhancing record-keeping practices.
- Contributed to office supply management by tracking inventory levels and placing orders as needed.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
Education
High School Diploma -
Clio High School
Clio, MI06.2000
Skills
Call handling techniques
Issue resolution strategies
Data entry accuracy
Communication skills
Team collaboration
Time management
CRM software proficiency
Appointment scheduling
Process documentation
Problem-solving skills
Customer support
Data entry
Call center customer service
Inbound phone calls
Call center operations
Payment processing
Calm disposition
Gathering information
Technical support
Timeline
Call Center Representative
Maximus
08.2023 - 12.2025
Laborer
PrintComm
08.2022 - 05.2023
Secretary
Ash Tax Solutions
01.2018 - 04.2021
High School Diploma -
Clio High School