Toni Woods
Avon,IN
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
17
17
years of professional experience
Work History
Team Leader
One America Financial
Indianapolis, IN
12.2022 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive work environment that promoted collaboration between team members.
- Conducted regular performance reviews to assess individual team member progress.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Ensured compliance with all safety regulations in the workplace.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
RLRP Associate II
One America Financial
Indianapolis, IN
11.2020 - 12.2022
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted testing of software and systems to ensure quality and reliability.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Updated and maintained databases with current information.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Identified needs of customers promptly and efficiently.
RLRP Ops Associate I
One America Financial
Indianapolis, IN
04.2018 - 10.2020
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Participant Services Representative
One America Financial
Indianapolis, IN
05.2015 - 03.2018
- Attended weekly staff meetings to discuss operational progress and challenges.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Lead
Stericycle Indianapolis
Indianapolis, IN
03.2008 - 04.2015
- Generated reports on key metrics such as average response time, first call resolution rate.
- Directed customer service staff activities, including training, coaching and performance management.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Maintained accurate records of customer interactions and transactions.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Handled customer inquiries and complaints in a professional manner.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Ensured compliance with applicable laws governing consumer protection regulations.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Education
High School Diploma -
Ben Davis High School
Indianapolis, IN06-1998
Skills
- Project management
- Data analysis
- Performance reviews
- Employee training
- Recruitment processes
- Customer service
- Team building
- Workflow monitoring
- Coaching techniques
- Complex Problem-solving
- Workflow management
- Team supervision
Achievements
- Yellow Belt -2018
- Aspire Nominee 2024
Timeline
Team Leader
One America Financial
12.2022 - Current
RLRP Associate II
One America Financial
11.2020 - 12.2022
RLRP Ops Associate I
One America Financial
04.2018 - 10.2020
Participant Services Representative
One America Financial
05.2015 - 03.2018
Customer Service Lead
Stericycle Indianapolis
03.2008 - 04.2015
High School Diploma -
Ben Davis High School
Similar Profiles
Toni WOODSToni WOODS
CFO RLRP Associate II at One America FinancialCFO RLRP Associate II at One America Financial
Tamara DaoudTamara Daoud
Mortgage Loan Officer at House America FinancialMortgage Loan Officer at House America Financial
Helen SimonHelen Simon
Sr. Product Owner / Lead Business Analyst Payment Administration Product Team at Mutual of America Financial GroupSr. Product Owner / Lead Business Analyst Payment Administration Product Team at Mutual of America Financial Group
Antoinette MarionAntoinette Marion
Billing/Orders Manager at Home Healthcare SolutionsBilling/Orders Manager at Home Healthcare Solutions
Fogosemi AkarakiriFogosemi Akarakiri
Direct Support Professional at Meaningful Day ServicesDirect Support Professional at Meaningful Day Services