Toni McConnell
Scranton,PA
Summary
Dynamic professional with a proven track record at Penn Foster Group, adept in verbal communication and proficient in MS Office. Excelled in reducing call wait times significantly and adeptly managed escalated customer issues, showcasing a quick learner aptitude. Expertise in remote office coordination and leveraging technology for efficient customer service.
Overview
38
38
years of professional experience
Work History
Team Support Specialist/Interim Team Lead
Penn Foster Group
Scranton, PA
02.2009 - Current
- Resolved customer complaints and escalated issues as needed, including BBB and attorney general complaints
- Developed and implemented strategies to reduce call wait times, customer hold times, and transfer rates
- Implemented procedures to coordinate with COVID-19 remote work
- Processed student ADA requests for accommodations.
- Available on a representative support line to answer call agent's questions
- Managed the online bookstore including sales, returns, and replacements
Customer Service Representative
APAC Customer Services
Newport News, VA
08.1997 - 01.2009
- Handled Customer Service calls for a variety of clients (Sears, UPS, Teleflora)
- Tracked truck shipments for in-home delivery service
- Collaborated with shippers to locate lost packages
Account Representative
Garden State Fulfillment
Edison, NJ
02.1987 - 06.1997
- Provided customer service for consumers purchasing over-the-counter pharmaceutical products from sister company Numark Laboratories
- Data entry of orders, shipping manifest, and accounts payable
- Handled various promotions for Johnson and Johnson (Military, Dental, Athletic)
Education
Some College (No Degree) - Medical Coding And Billing
Everett Community College
Everett, WASome College (No Degree) - Medical Transcription
Everett Community College
Everett, WASkills
- Verbal communication
- Quick Learner Aptitude
- Remote office availability
- MS office
- Proficient in AS400, SIS, Five9
- Emails using Oracle
Timeline
Team Support Specialist/Interim Team Lead
Penn Foster Group
02.2009 - Current
Customer Service Representative
APAC Customer Services
08.1997 - 01.2009
Account Representative
Garden State Fulfillment
02.1987 - 06.1997
Some College (No Degree) - Medical Coding And Billing
Everett Community College
Some College (No Degree) - Medical Transcription
Everett Community College
Similar Profiles
Talmage MitchellTalmage Mitchell
Sales Development Representative at Penn Foster GroupSales Development Representative at Penn Foster Group
Kathryn (Katie) ZellersKathryn (Katie) Zellers
Assistant Inventory Manager at Penn Foster GroupAssistant Inventory Manager at Penn Foster Group
Mischantia GlennMischantia Glenn
Admission Specialist at Penn Foster GroupAdmission Specialist at Penn Foster Group
Richard FallonRichard Fallon
Member Services Team Lead at Sam's ClubMember Services Team Lead at Sam's Club
Matthew ManleyMatthew Manley
Lead Check Out Coach at Giant Foods StoresLead Check Out Coach at Giant Foods Stores