Summary
Overview
Work History
Education
Skills
Timeline
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Tonia Clement

Phoenix,Arizona

Summary

Knowledgeable and dedicated customer service professional with extensive experience in call Center industry. I have been in the call center industry for 12 years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivation partnerships and growing business

Overview

17
17
years of professional experience

Work History

Senior Customer Service Representative

Public Partnerships LLC
Boston, MA
12.2018 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Streamlined customer service processes for increase efficiency and improved response times
  • Mentored junior team members, contributing to their professional development and overall team success
  • Collaborated with cross-functional team to develop new strategies for enhancing customer experience.
  • Reduced call wait time by implementing effective time management techniques within the team
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior customer service representative on multiple occasions.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Provided backup support during peak periods or staff shortage to ensure seamless service delivery to clients at all times
  • Proactively identified potential problem or obstacles related to customer needs before they arose.

Customer Service Representative

Aetna
Houston, Texas
10.2008 - 10.2013
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer need
  • Maintain detailed record of customer interactions, ensuring proper follow-up and resolution of issues.

Cashier/bagger

HEB Grocery Store
Beaumont, TX
01.2008 - 01.2010
  • I was responsible to check every customer and also giving them the correct change.
  • Make sure every customer grocery was bagged and place in the basket.
  • If the customer asked I was responsible on taken their grocery to their call.

Education

Certification - Medical Assisting

American Career College
Los Angeles, CA
07-2003

High School Diploma -

Susan Miller Dorsey Senior High School
Los Angeles, CA
06-1999

Skills

  • Order Fulfillment
  • Call Control
  • Service Recommendations
  • Data Base Research
  • Documentation Review
  • Quality Assurance
  • Customer Support
  • Telephone Etiquette
  • Problem Solving
  • Active Listening
  • Email Management
  • Microsoft Office Suite
  • CRM Software
  • Time Management
  • Call Center Experience
  • Multitasking
  • Goal Setting
  • Customer Service
  • Call Documentation
  • Call Center Operations
  • Relationship Building

Timeline

Senior Customer Service Representative

Public Partnerships LLC
12.2018 - Current

Customer Service Representative

Aetna
10.2008 - 10.2013

Cashier/bagger

HEB Grocery Store
01.2008 - 01.2010

Certification - Medical Assisting

American Career College

High School Diploma -

Susan Miller Dorsey Senior High School

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Tonia Clement