Summary
Overview
Work History
Skills
Affiliations
Languages
Timeline
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Tonia Deschene

Lewiston,ME

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

26
26
years of professional experience

Work History

Customer Service Representative

Central Maine Health Care
Lewistown, Maine
01.2022 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.

Assistant Sales Manager

Rite Aid
Lewiston, ME
01.2013 - 11.2015
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated and authenticated returns, exchanges and voids.
  • Monitored phone calls to provide feedback and coaching.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Produced thorough, accurate and timely reports of project activities.

Day Care Owner

Self Employed Services
Lewiston, ME
01.1999 - 01.2006
  • Developed and implemented a daily schedule of activities for the children, including outdoor playtime, arts and crafts, story time, and other age-appropriate activities.
  • Assisted in planning and leading field trips to local parks, libraries, museums.
  • Ensured that all safety protocols were followed at all times while caring for the children.
  • Organized recreational activities such as games, sports, movies and music events.
  • Helped maintain an orderly environment by monitoring the behavior of the children.
  • Created lesson plans based on age-appropriate topics or themes.
  • Encouraged positive social interaction among the children through group activities and discussions.
  • Responded promptly to any behavioral issues that may arise among the children.
  • Maintained records of attendance for each child enrolled in the program.
  • Met regularly with parents and guardians to discuss their child's progress and provide feedback.
  • Maintained a clean and safe environment for both staff members and children.
  • Attended professional development workshops related to early childhood education topics.
  • Implemented new strategies to improve overall quality of care provided by staff members.
  • Cared for children of various ages and assisted with feeding, dressing and daily activities.
  • Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
  • Sanitized toys and tables to maintain clean, safe environment.
  • Maintained daily records of activities, behaviors, meals, and naps.
  • Assisted children in development of social, communication and problem-solving skills.
  • Communicated with parents about daily activities and any concerning behaviors.
  • Supported children's emotional and social development, encouraging understanding of others and positive self-concepts.
  • Instructed children on good sanitary habits when washing hands, using bathroom or eating.
  • Used positive reinforcement and behavior modeling to instill discipline in children.
  • Planned and implemented engaging activities to encourage creativity and expression.
  • Communicated daily with children's parents or guardians about daily activities, behaviors and related issues.
  • Guided children through engaging and productive activities to foster fun learning environment.
  • Secured indoor and outdoor premises to protect children.
  • Organized and planned age-appropriate reading, crafts, and music lessons.
  • Instilled discipline and maintained order with children by using simple and commanding directives.
  • Developed and implemented lesson plans and activities for children of various ages.
  • Supported children with special needs, adapting activities to meet diverse requirements.
  • Observed and monitored children's play activities.
  • Maintained safe play environment.
  • Established and maintained safe, supportive and welcoming environments for children of all backgrounds.
  • Maintained organized and clean classroom and play areas.
  • Taught children how to complete basic crafts such as paintings, drawings and decorations.
  • Encouraged positive behaviors, including patience with teachers and fellow kids.
  • Communicated with parents or guardians about daily activities, behaviors and upcoming events.
  • Dressed children and changed diapers.
  • Read stories to children, facilitated discussions and tied books into learning opportunities.
  • Instructed children in eating, resting and restroom habits.
  • Provided nurturing and appropriate environment for children of various ages.
  • Managed administrative program tasks such as taking attendance, updating logs and tracking supplies.
  • Identified signs of emotional or developmental problems in children to alert parents or guardians.
  • Kept records of daily observations and information about activities, meals served and medications administered.
  • Updated detailed records for each child with information such as daily observations, meals served and medications administered.
  • Cared for children in institutional settings.

Skills

  • Report Generation
  • Appointment Scheduling
  • Consultative Sales
  • Complaint resolution
  • Scheduling
  • Call Management
  • Paperwork Processing
  • Data Entry
  • Product Knowledge
  • Store maintenance
  • Key holder experience
  • Active Listening
  • Retail sales customer service
  • Inbound and Outbound Calling
  • Document Control
  • Researching
  • Tracking complaints
  • Sales closing
  • Product Education
  • Clerical Support
  • Staff Training
  • Adaptive team player
  • Project management abilities
  • Medical terminology knowledge
  • Account Management
  • Positive and professional
  • Hospitality and accommodation
  • Shipping and receiving understanding
  • Refunds processing
  • Calendaring
  • Call center procedures
  • Recordkeeping strengths
  • Staff education and training
  • Record preparation
  • Quality Control
  • Product Sales
  • Order Processing
  • Proofreading
  • Professional telephone demeanor
  • Problem-solving abilities
  • Complaint Handling
  • Call center experience
  • Typing proficiency
  • Service standard compliance
  • Social and academic development
  • Early Childhood Development
  • Activities leadership
  • Materials Management
  • Activities Planning
  • Early education
  • Licensing and compliance
  • Activity Planning
  • Cleaning and sanitizing
  • Meal Preparation
  • Positive Reinforcement
  • CPR training
  • Care Planning
  • Early Childhood Education
  • Age-Appropriate Activities
  • Nutrition expertise
  • Social integration
  • Schedule Management
  • Feeding support
  • Light Housekeeping
  • Educational Support
  • Behavior Modeling
  • Childhood development
  • Special needs experience
  • Child development knowledge
  • Literacy development
  • Allergy awareness
  • Social Development
  • Pet care knowledge
  • Language skills

Affiliations

I like camping, fishing, cooking, crafting, and sewing, I love spending time with my 3 adult children a 4 grandsons. I was a scout leader when my son was young. He is an eagle scout. I'm very proud of him. I am now my 8 year old grandsons' scout leader. I enjoy working with children of all ages.

Languages

English
Professional

Timeline

Customer Service Representative

Central Maine Health Care
01.2022 - Current

Assistant Sales Manager

Rite Aid
01.2013 - 11.2015

Day Care Owner

Self Employed Services
01.1999 - 01.2006

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Tonia Deschene