Microsoft Office
Toni Whitton
Woodstock,GA
We can't solve problems by using the same kind of thinking we used when we created them
Einstein
Summary
Results-focused and dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
Cash Office Clerk
Lowe's
Woodstock, GA
06.2006 - Current
- Established positive relationships with families by providing a high level of customer service.
- Planned, purchased and prepared meals for clients according to prescribed diets.
- Delivered warm companionship with conversation, emotional reassurance and coordination of mentally stimulating activities.
- Monitored client condition by observing physical and mental condition, intake and output and exercise.
- Planned, organized or led exercise routines, athletic events or arts and crafts.
- Kept accurate and organized program and individual child records.
- Facilitated group discussions on topics such as problem solving techniques and conflict resolution strategies.
- Coordinated transportation arrangements for field trips or special events.
- Oversaw the recruitment, training, scheduling, and supervision of volunteers.
- Researched ideas for programs and activities, utilizing participants' suggestions and feedback to align with delivery objectives.
- Created unique themes and fun and educational activities for children between 3 and 17 years old.
- Created educational materials related to health, nutrition, and fitness.
Senior Customer Support Engineer
Coast 2 Coast Creations
Canton, GA
01.2020 - 05.2023
- Ensured proper documentation of all customer interactions including call notes and resolution details.
- Implemented quality improvement initiatives to increase customer satisfaction levels.
- Managed multiple customer accounts simultaneously while providing excellent service levels.
- Developed and implemented solutions for customer's issues in a timely manner.
- Provided feedback on existing products and services based on customer experience data gathered during interactions.
Managing Partner
Web Doctors Inc
Atlanta, GA
05.2009 - 12.2019
- Created innovative solutions that addressed operational challenges.
- Coordinated with internal departments to ensure efficient workflow.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Established best practices for customer service initiatives.
- Developed strategies to improve customer service processes and procedures.
- Implemented best practices regarding customer service standards across all channels.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted available products and services to customers during service, account management and order calls.
Teller/Senior Personal Banker
Bank of America
Alpharetta , GA
11.1999 - 08.2006
- Maintained strong pipeline of corporate clients by collaborating closely with partners.
- Assisted senior management maintain profitability by analyzing portfolios and implementing strategies and techniques.
- Built and strengthened client relationships to form long-lasting, profitable bonds.
- Prepared loan documents such as commitment letters, closing statements, promissory notes and deed of trust.
- Located and suggested loan packages that met client needs and priorities.
- Informed customers of application deadlines, approvals and denials.
- Updated client account information and records in company databases.
- Stayed abreast of lending regulations, industry trends and market rates.
- Educated customers on various aspects of mortgage financing options available.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Complied applications and paperwork and double-checked for accuracy.
- Maintained current knowledge of secondary market trends, government programs and other available financing sources.
- Resolved borrower complaints in a timely manner while providing excellent customer service.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Assessed customer financial status and credit worthiness to determine eligibility for mortgage loans.
- Kept detailed records regarding approved, denied and received loan applications.
- Submitted applications to credit analysts.
- Provided guidance on various types of mortgages such as FHA loans, VA loans, conventional loans.
Education
Bachelor of Science - Information Technology
01-2002
- Minor in International Business
- Sigma Beta Delta Honors Society Member
- Graduated with 4.0 GPA
Skills
- Activity Planning
- Customer Support
- Technical Support
- Data Entry
- Complaint Handling
- Logistics Coordination
- Account Management
- Service Recommendations
- Inbound Call Management
- Spreadsheet Development
- Research Abilities
- Telephone Etiquette
- Database Entry
- Administrative Support
- File Management
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
Member: Sigma Beta Delta - Honors Society
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridSoftware
Interests
Sports
Running
Boating
Reading
Timeline
Senior Customer Support Engineer - Coast 2 Coast Creations
01.2020 - 05.2023
Managing Partner - Web Doctors Inc
05.2009 - 12.2019
Cash Office Clerk - Lowe's
06.2006 - Current
Teller/Senior Personal Banker - Bank of America
11.1999 - 08.2006
American Intercontinental University - Bachelor of Science, Information Technology