Tonia Brown
Greenville,SC
Summary
Customer service expert with extensive experience in call center and remote environments. Demonstrates exceptional ability to cultivate strong customer relationships, resolve inquiries promptly, and consistently provide high-quality service. Recognized for exemplary time management, meticulous attention to detail, and a robust work ethic grounded in integrity and accountability.
Overview
26
26
years of professional experience
Work History
Member Services Representative
S3
Remote, SC
01.2023 - 12.2025
- Delivered exceptional customer service to members and guests by resolving inquiries and complaints promptly.
- Utilized knowledge of credit union products and data systems to enhance member experiences.
- Ensured compliance with laws and regulations governing financial institutions effectively.
- Maintained high accuracy and productivity while working independently in a remote environment.
Customer Care Advocate
Verizon
Greenville, SC
03.2018 - 10.2020
- Delivered efficient service for routine inquiries and resolved service complaints promptly.
- Utilized conflict mediation skills to effectively de-escalate customer issues.
- Provided knowledgeable responses to customer inquiries in a timely manner.
- Processed customer orders and transactions while troubleshooting complex device issues until resolution.
Collections Account Manager
Ford Credit
Greenville, SC
04.2000 - 07.2017
- Resolved outstanding balances and payment disputes through effective client communication.
- Ensured compliance with debt collection laws and regulations.
- Prepared and dispatched demand letters and collection notices to delinquent accounts.
- Conducted skip tracing to locate customers unresponsive to collection efforts.
- Compiled monthly reports on collection activities, aging status, and performance metrics.
- Maintained professionalism during calls, delivering exceptional service despite challenging interactions.
Data Entry Clerk/Cashier
Ford Credit
Rockville, MD
04.2000 - 09.2001
- Cashed and applied funds to customer car payments accurately and efficiently.
- Entered customer contracts into the system with prompt attention to detail.
- Managed incoming and outgoing mail distribution, ensuring timely communication.
- Ordered office supplies to maintain operational efficiency and stocked inventory.
- Audited dealership paperwork to uphold compliance and accuracy standards.
- Completed credit references to assist in financing decisions for customers.
- Maintained company logs to track important transactions and activities.
Education
Bachelor of Science - Business Management and Accounting
Elizabeth City State Universit
Elizabeth City, NC05-1999
Skills
- Customer service and support
- Conflict resolution
- Regulatory compliance
- Data systems management
- Account management
- Client communication
- Verbal and written communication
- Customer rapport
Languages
English
Proficient (C2)
C2
Accomplishments
Vocational Honor Society, 1995
Cum Laude, 1999
Cum Laude, 1999
Affiliations
Volunteer with church food bank and clothing drives.
Community service of any kind.
Community service of any kind.
References
References available upon request.
Timeline
Member Services Representative
S3
01.2023 - 12.2025
Customer Care Advocate
Verizon
03.2018 - 10.2020
Collections Account Manager
Ford Credit
04.2000 - 07.2017
Data Entry Clerk/Cashier
Ford Credit
04.2000 - 09.2001
Bachelor of Science - Business Management and Accounting
Elizabeth City State Universit