TONIA MCILWAIN
Richmond,VA
Summary
A goal-oriented administrative professional with over several years of providing customer-focused services. Possess the ability to identify customer needs and resolve issues. Seeking to obtain a clerical role that allows myself to utilize the knowledge, skills, and abilities while also allowing myself to gain new skills.
Overview
7
7
years of professional experience
Work History
LEASING CONSULTANT
CAREER STRATEGIES
04.2023 - Current
- Provide accurate information on the different features of properties
- Responding to potential interest for rental properties in-person and via communication tools
- Coordinating property viewings, follow-ups, and updating of contact management databases
- Establishing expectations for procedures on the process of rent and amenities
- Filing reports and documents in regards to the tenant(s) file
- Documenting all calls and maintenance orders requested per tenant.
AFTERSCHOOL TEACHER
KINDERCARE-CHAMPIONS
07.2022 - Current
- Greet the children as they arrive in the classroom/gymnasium
- Prepare healthy snacks for students
- Planning, preparing, and implementing an approved curriculum that includes language studies, math, art, or social studies
- Give students recess time
- Communicate to each parent on the performance and development growth from their children
- Ensure that all school rules, policies, and guidelines are adhered in the classroom.
BARISTA
STARBUCKS
06.2022 - 07.2023
- Greet customers upon arrival and while in establishment
- Prepare handmade drinks for consumers and utilize attention to detail with modifications
- Demonstrate efficient time management by organizing tasks in a fast paced environment
- Document all orders to ensure proper services are being rendered by all partners
- Maintain a clean work station.
FAX REVIEWER
AMERISOURCE-BERGEN
10.2022 - 02.2023
- Follow verification scripting when handling outbound calls
- Review benefits verified by Benefit Verification Specialist (BVS) to ensure accuracy before faxing to the providers
- Complies with federal regulations, including HIPAA Provisions
- Utilize company databases and resources such as (National Payer Tool- NPT) to research information on insurances nationwide
- Comfort with the ability to provide technical service to improve performance
- Documented all calls to ensure proper services are being rendered by all representatives
- Provide accurate information to providers regarding patient benefit information and prior authorizations for all Medicare claims.
FULL-TIME CALL CENTER REPRESENTATIVE
MAXIMUS
09.2020 - 03.2022
- Followed Marketplace scripting when handling calls
- Demonstrated efficient time management by organizing tasks in a WFH environment
- Prepare, process, and follow-up on reimbursement requests for consumers
- Operates word processing equipment and software to create documents
- Utilized company database to input and retrieve data
- Enrolled consumers into health insurance under the Affordable Care Act
- Escalated customer issues as needed
- Documented all calls to ensure proper services are being rendered by all representatives.
PART-TIME FITTING & FIGURE DRAWING MODEL
VIRGINIA COMMONWEALTH UNIVERSITY
02.2020 - 03.2020
- Posed for fine arts studio classes: figure drawing and, occasionally, painting, and other drawing courses for sculpture
- Provided a full range of figure drawing poses, from gestures to sustained poses, as required by tradition and the instructor
- Demonstrated flexibility and animation of the human form
- Provided traditional gestures and poses for illustration classes
- Provided fittings for sewing classes
- Posed with clothing in figure drawings and models in University Fashion Show Event.
FULL-TIME CALL CENTER REPRESENTATIVE
MAXIMUS
02.2019 - 02.2020
- Followed the communication script when handling calls
- Field large amounts of inbound calls in a timely manner
- Identified the member's needs, clarifying information, enrolling
- Assessed member's account to determine program eligibility
- Enrolling each member into a Managed Care Organization (MCO) plan under Medicaid
- Performed account maintenance and updated information as required
- Maintained documentation of member's activity
- Received and reviewed call monitor performance sheets to identify discrepancies during calls.
SEASONAL FRONT-END CASHIER
TARGET
10.2018 - 01.2019
- Demonstrated the ability to handle
- Maintain a clean work environment
- Demonstrated the ability to work in a team environment by assisting coworkers in various departments
- Utilized attention to detail by identifying possible security risks and theft
- Stayed abreast of new trends in the retail industry
- Introduce promotions and new product opportunities to customers.
FULL-TIME ASSISTANT MANAGER
LOVE CULTURE
03.2018 - 10.2018
- Assisted in purchasing inventory
- Performed troubleshooting on store devices
- Responsible for documenting net sales
- Responsible for supervising a small team
- Rectified customers' concerns.
PART-TIME SALES ASSOCIATE
CHARLOTTE RUSSE
07.2017 - 01.2018
- Greeted guests upon arrival
- Identified customer needs through interviewing and recommended suitable products and services
- Stocked new merchandise on the sales floor
- Operated cash registers, processed financial transactions, and balanced cash drawers
- Collaborated with team members in reorganizing the store
- Follow company guidelines when dealing with unique issues.
Education
Bachelor of Arts - Fashion Design
SAVANNAH COLLEGE OF ART AND DESIGN
Atlanta, GA06.2017
Bachelor of Arts - Fashion Design
The Art Institute of Atlanta
Atlanta, GA03.2017
High School Diploma -
CLOVER HILL HIGH SCHOOL
Midlothian, VA06.2016
Skills
- Proficient with Microsoft Suite
- Proficient with Google Suite
- Collaboration Talents
- Organization
- Troubleshooting
- Operating Office Equipment
- Administrative Work
- Time Management
- Customer Service
- Data Entry
- Fluent Spanish
- Detailed oriented
- Team player
- Problem-Solving Abilities
- Creativity
- Empathy
- Active Listening
- Deposits Management
- Decision-Making
- Leasing and sales
- Property Management
- Building rapport
- Lease oversight
Activities
- Video Editing
- Nail Technician
- Hand Art
- Fashion Design
- Sewing
- Modeling
Timeline
LEASING CONSULTANT
CAREER STRATEGIES
04.2023 - Current
FAX REVIEWER
AMERISOURCE-BERGEN
10.2022 - 02.2023
AFTERSCHOOL TEACHER
KINDERCARE-CHAMPIONS
07.2022 - Current
BARISTA
STARBUCKS
06.2022 - 07.2023
FULL-TIME CALL CENTER REPRESENTATIVE
MAXIMUS
09.2020 - 03.2022
PART-TIME FITTING & FIGURE DRAWING MODEL
VIRGINIA COMMONWEALTH UNIVERSITY
02.2020 - 03.2020
FULL-TIME CALL CENTER REPRESENTATIVE
MAXIMUS
02.2019 - 02.2020
SEASONAL FRONT-END CASHIER
TARGET
10.2018 - 01.2019
FULL-TIME ASSISTANT MANAGER
LOVE CULTURE
03.2018 - 10.2018
PART-TIME SALES ASSOCIATE
CHARLOTTE RUSSE
07.2017 - 01.2018
Bachelor of Arts - Fashion Design
SAVANNAH COLLEGE OF ART AND DESIGN
Bachelor of Arts - Fashion Design
The Art Institute of Atlanta
High School Diploma -
CLOVER HILL HIGH SCHOOL