Toni Walker
Customer Service- Work From Home
Lanett,AL
Summary
Worked for the same company for 24 years. Company down sized and my position was eliminated December 2020. Started as a Customer Service Rep. in 1996 and have held several different roles within the company during my tenure. It's too much to list in the resume; however I am willing to discuss further if needed.
Talented Operations Supervisor well-versed in multifaceted business and employee management to achieve targeted results. Decisive leader and strategic problem solver with exceptional communication and foresight. Organized and personnel-focused strategic problem-solver with innovative solutions to uncharted problems.
Recognized as a driven, dedicated and hardworking leader with a history of streamlining operations and increasing efficiency. Results-oriented Operations Supervisor with 24 years of progressive Customer Service experience. Exceptional business acumen, administrative strengths and program management abilities.
Detail-oriented Supervisor with 14 years of Supervisory experience. Expert in Teleconferencing industry protocols with proven history of leading shifts with excellent guidance and employee leadership. Trained in Call Center Conferencing and committed to punctuality. Articulate Telephone Operator driven to deliver top-notch telephone management services. Organizes work area to promote efficiency and provides superior customer service. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate multiple systems. Effective at operating within all regulations and all department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Articulate Telephone Operator driven to deliver top-notch telephone management services. Organizes work area to promote efficiency and provides superior customer service. Skilled at working with individuals, groups and VIPs to achieve high levels of customer satisfaction. Professional telephone demeanor, exemplary communication skills and decisive nature. Team management background.
Overview
1
1
Certification
1
1
year of post-secondary education
15
15
years of professional experience
Work History
Operations Conferencing Supervisor
Intrado Enterprises
West Point, GA
06.2006 - 12.2020
- Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Performed root cause analysis in deficient areas to identify and resolve central issues
- Encouraged and promoted ideas aligned to business needs and benefit.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Motivated and trained employees to maximize team productivity.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- I was able to successfully manage accounts for several Fortune 500 companies with little to no errors achieving high accuracy of up to 99%.
- I was able to deliver business strategy and developed systems and procedures to improve operational quality and team efficiency.
Education
High School Diploma -
Valley High School
Valley, AL 08.1981 - 05.1982
Skills
Customer Service
undefinedCertification
Licensed Life Insurance Agent for the State of Alabama and Georgia
Timeline
Operations Conferencing Supervisor
Intrado Enterprises
06.2006 - 12.2020
High School Diploma -
Valley High School
08.1981 - 05.1982
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