Tonia Kernodle
Whittier,NC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with coordinating program operations and administrative tasks to ensure efficient workflow. Utilizes organizational skills and effective communication to support team objectives. Knowledge of managing schedules, coordinating events, and fostering collaboration among team members.
Overview
34
34
years of professional experience
Work History
Program Assistant
Cherokee Boys Club / Cherokee Children's Home
03.2022 - 01.2025
- Assisted with planning and coordinating day-to-day and special program activities.
- Development of a rotating 6 week menu plan that meets USDA requirement for youth and young adults. Grocery shopping and keeping pantry stocked for menu.
- Planning and coordination of monthly activities calendar and incentive trips, for residents.
- Organized fundraisers including annual 2 day golf tournament.
- Incorporated cultural elements to activities each month
- Prepared clearly written and formatted documents and reports.
- Collaborated with external partners to expand program reach and impact.
- Trained and supervised employees on policies and procedures.
Residential Youth Counselor
Cherokee Boys Club / Cherokee Children's Home
04.2019 - 01.2025
- Acted as a positive role model for residents, modeling healthy behavior and encouraging personal growth through both words and actions.
- Established trust-based relationships with residents through consistent engagement, empathy, and understanding of their unique situations.
- Helped provide normalcy through a structured daily schedule.
- Maintained detailed case records, documenting interventions, progress reports, and pertinent observations regarding resident behaviors.
- Participated in ongoing professional development opportunities to stay current on best practices within the field of residential youth counseling.
- Assisted in the development of life skills for residents, leading to increased self-sufficiency and independence.
- Supported residents'' educational goals through tutoring, supervision during homework sessions, and advocating for necessary accommodations.
- Ensured compliance with all state regulations surrounding residential programs by maintaining accurate documentation of required paperwork and reporting any issues promptly to supervisors or administrators as needed.
- Promoted a safe living environment by enforcing house rules and monitoring resident behavior.
- Communicated behavior choices to residents by outlining positive and negative consequences of choices.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
Reservation Agent
Great Smoky Mountain Railroad
10.2018 - 12.2020
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Boosted revenue with upselling additional services such as merchandise, meal plans, and special event bookings.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, to facilitate quality service.
- Provided customers with information about availability and pricing.
- Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
Hotel Front Desk Agent
Harrahs Cherokee Casino and Resort
08.2015 - 10.2018
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews.
- Maintained strict confidentiality regarding sensitive guest information as per company policy guidelines.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
Parent Educator
Davidson County Schools
08.2002 - 11.2009
- Strengthened families by conducting home visits, addressing concerns, and connecting them with appropriate community resources.
- Educated clients on parents roles with focus on skill development and guiding children through nurturing parenting.
- Participated in ongoing professional development opportunities to stay current on best practices, research findings, and emerging trends in the field of parent education.
- Conducted informative workshops on topics such as nutrition, child development milestones, stress management techniques for parents seeking additional support or knowledge in specific areas.
- Provided crisis intervention support for families facing challenges such as domestic violence, substance abuse, or mental health issues.
- Promoted early literacy development by implementing engaging reading activities and providing educational materials for families to use at home.
- Contributed to increased school readiness among children through ongoing developmental assessments and targeted interventions.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Maintained detailed case histories, metrics and reports to meet strict standards.
Electronics Technician
US Navy
07.1991 - 12.1994
- Utilized advanced diagnostic tools for accurate identification of system faults, minimizing repair times significantly.
- Fixed circuit boards and wire harness problems using schematics, wiring diagrams, and testing instruments.
- Enhanced system performance by troubleshooting and repairing electronic equipment.
- Installed and maintained a variety of electrical and electronic components in accordance with approved methods and procedures.
Education
No Degree - Paralegal Studies
Rockingham Community College
Wentworth, NC05-1996
High School Diploma -
Springdale High School
Springdale, AR06-1991
Skills
- Teamwork and collaboration
- Multitasking and organization
- Data entry
- Scheduling management
- Client Relations
- Interpersonal skills
Timeline
Program Assistant
Cherokee Boys Club / Cherokee Children's Home
03.2022 - 01.2025
Residential Youth Counselor
Cherokee Boys Club / Cherokee Children's Home
04.2019 - 01.2025
Reservation Agent
Great Smoky Mountain Railroad
10.2018 - 12.2020
Hotel Front Desk Agent
Harrahs Cherokee Casino and Resort
08.2015 - 10.2018
Parent Educator
Davidson County Schools
08.2002 - 11.2009
Electronics Technician
US Navy
07.1991 - 12.1994
No Degree - Paralegal Studies
Rockingham Community College
High School Diploma -
Springdale High School
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