Summary
Overview
Work History
Education
Skills
Timeline
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Toni Morgan

Martinsburg,WV

Summary

Dynamic Consumer Complaint Investigator at Procter & Gamble Co, skilled in detailed report writing and complex problem-solving. Proven ability to enhance team productivity and customer satisfaction through effective communication and ethical practices. Recognized for managing multiple investigations while maintaining high standards of compliance and data accuracy.

Professional with strong background in investigative work, adept at gathering and analyzing information to uncover key insights. Known for collaborative teamwork and reliability, consistently adapting to evolving requirements to achieve desired outcomes. Skilled in critical thinking, problem-solving, and effective communication, ensuring thorough and accurate investigations.

Overview

14
14
years of professional experience

Work History

Consumer Complaint Investigator

Procter & Gamble Co
04.2025 - Current
  • Document findings and prepare detailed reports of Critical complaints of consumers.
  • Participate in any Audits (Internal or external) to show knowledge and compliance
  • Demonstrate strong organizational and time management skills while managing multiple Investigations/projects.
  • Skilled at working independently and collaboratively in a team environment.

Analytical Laboratory Shift Leader

Procter & Gamble Co
03.2020 - 04.2023
  • Maximized team productivity by expertly delegating tasks to analysts.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced laboratory environment.
  • Streamlined communication between team members, which helped in resolving issues more quickly.
  • Conducted regular evaluations of employee performance, providing constructive feedback for continuous improvement.
  • Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
  • Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.

Analytical Lab Technician

Procter & Gamble Co
11.2018 - 03.2020
  • Assisted in training of new lab technicians, ensuring proper understanding of laboratory processes and adherence to safety guidelines.
  • Enhanced data accuracy by maintaining and calibrating analytical instruments regularly.
  • Provided reliable test results by following established laboratory procedures and safety protocols.
  • Collaborated with cross-functional teams to resolve complex analytical issues and improve product quality.

Assistant Manager

MyEyeDr/Allegany Optical
01.2018 - 10.2018
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Front Desk Receptionist/Optician

MyEyeDr/Allegany Optical
01.2012 - 01.2018
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
  • Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Troubleshot issues with prescription eyewear, offering swift resolution to maintain customer satisfaction levels.
  • Enhanced patient understanding of vision care options through comprehensive explanations of insurance benefits and coverage.

Education

Hedgesville High School
Hedgesville

Skills

  • Detailed report writing
  • Ethical and honest
  • Data review
  • Trend monitoring
  • Customer service
  • Computer skills
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff management

Timeline

Consumer Complaint Investigator

Procter & Gamble Co
04.2025 - Current

Analytical Laboratory Shift Leader

Procter & Gamble Co
03.2020 - 04.2023

Analytical Lab Technician

Procter & Gamble Co
11.2018 - 03.2020

Assistant Manager

MyEyeDr/Allegany Optical
01.2018 - 10.2018

Front Desk Receptionist/Optician

MyEyeDr/Allegany Optical
01.2012 - 01.2018

Hedgesville High School

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Toni Morgan