Tonia Bowman-MIDDLEBROOK
MPLS,MN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
CSR
City Of Minneapolis/ Impound Lot
11.2016 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
Document Specialist
Robert Half Office Team
02.2016 - 06.2016
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Managed file archival and information retrievals.
- Transmitted documents, organized revisions and tracked changes.
- Carefully reviewed all documents and reports for completeness and accuracy.
Customer Service Representative
Metro Transit
09.2004 - 05.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Associate Business Administration - Business Administration
Minneapolis Business College
Saint Paul, MN05.1994
Skills
- Account Management
- Report Transcription
- Active Listening
- Credit Card Payment Processing
- Microsoft Excel
- Customer Relations
- Computer Proficiency
- Call Center Operations
- Managing Multiple Tasks
- Microsoft Word
Timeline
CSR
City Of Minneapolis/ Impound Lot
11.2016 - Current
Document Specialist
Robert Half Office Team
02.2016 - 06.2016
Customer Service Representative
Metro Transit
09.2004 - 05.2015
Associate Business Administration - Business Administration
Minneapolis Business College
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