Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Toni D. Crawford
Winter Park,FL
Summary
Overview
22
years of professional experience
1
Certification
Work History
Wyndham Destinations
Customer Support Specialist II
01.2015 - 10.2024
Job overview
- Research timeshare owners title and deed issues, such as deed recording, title changes, missing documents and foreclosure proceedings
- Document research findings in SharePoint database
- Provide feedback to customer support agents
- Established call handling strategies via PowerPoint
- Provide call resolution support, via team group chat
- Collaborate with supervisors and manager weekly
- Perform supervisor call backs per owners request
- Participate in mentorship program
- One on one mentorship and coaching with new agents
- Manage over 40 research cases per day
- Collaborate with various departments to determine account resolutions
- Perform outbound calls to owners to discuss resolutions as needed
- Respond to owners' concerns and requests via email
- Participate in various team projects
- Excellent communication skills, both verbal and written
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Developed strong communication and organizational skills through working on group projects
- Managed time efficiently in order to complete all tasks within deadlines
- Cultivated interpersonal skills by building positive relationships with others
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Proven ability to develop and implement creative solutions to complex problems
- Worked well in a team setting, providing support and guidance
- Learned and adapted quickly to new technology and software applications
- Listened to Customer Support Specialist I phone calls, provided feedback on customer service and job knowledge.
Protection One
Monitoring Agent
09.2014 - 01.2015
Job overview
- Monitor customers' home property and business to maintain protection and safety
- Dispatch Police, EMT and Fire Department when appropriate
- Contact customers to alert them of alarm signals
- Document customer accounts of unusual activity
- Guide customers through real-time situations
- Worked independently and collaboratively to resolve urgent issues to protect lives and property
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment
- Investigated suspicious activities and persons to maintain security of premises
Quinstreet
Scheduling Coordinator
03.2013 - 08.2014
Job overview
- Established positive working environment, by communicating any daily schedule changes
- Schedule all agent break and lunch times according to call volume
- Performed daily, weekly and monthly reports for managers, team leaders and supervisors
- Alert management team of any call trends
- Update team calendar to insure accurate vacation availability
- Forecast holiday staffing to ensure appropriate staff coverage
- Schedule all team meetings and training sessions
- Educate new hires on vacation requests, shift trades, and call performance expectations
- Collaborate with management via conference call
- Send daily emails to alert team of any schedule changes such as, call outs, early leave or any unforeseen staff updates
- Approve and decline vacation time
- Manage call out line
- Generated reports and tracked data to monitor operational priorities and scheduling
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions
JP Morgan Chase Bank
Financial Service Advisor
04.2009 - 02.2013
Job overview
- Deliver customer assistance to over 100 Chase credit card holders per day
- Provide various payment options
- Process credit card bill payments via phone
- Educate card holders on their annual percentage rates and daily balances
- Report any fraudulent activity
- Alert customers of past due balances
- Performed credit line increase and decrease as requested
- Developed and maintained database of financial records for clients
- Advised clients on favorable investment opportunities to meet established financial goals
- Offered competitive commercial banking solutions and retail financing options
- Advised clients on financial matters and recommended investments
Hewitt Associates
Sr. Benefits Analyst
08.2002 - 08.2008
Job overview
- Assist employees on their company benefits such as, medical, dental, vision, life insurance, long term disability and short term disability
- Initiated employees' retirement process such as Pension Benefits,
- Retirement Medical Benefits and 401k
- Processed survivor benefits for deceased employees such as, health and welfare, pension, 401k and life insurance
- Collaborate with insurance company on employee and survivors 'behalf
- Supervised case management workload by distributing to members of the team to oversee, follow up and contact survivors or employees as needed
- Listen to team members' phone calls and provide appropriate feedback such as, call listening, call handling, appropriate empathy and time management
- Update team with any new policy changes via face-to-face training and emails
- Applied effective time management techniques to meet tight deadlines
- Demonstrated strong organizational and time management skills while managing multiple projects
- Worked effectively in fast-paced environments
- Resolved problems, improved operations and provided exceptional service
- Demonstrated respect, friendliness and willingness to help wherever needed
- Demonstrated leadership skills in managing projects from concept to completion
Education
Edgewater High SchoolOrlando, FL
High School Diploma
05.1996
University Overview
Skills
- Energetic
- Organized
- Customer Focused
- Self-Starter
- Detailed Oriented
- Motivated
- Problem Solver
- Certified Mentor
- Data Entry
- Coaching
- Quality Assurance
Accomplishments
Accomplishments
- Successfully decreased abandonment call rate 30% by adjusting breaks and lunch times. Also added more flexible scheduling options.
- Created PowerPoint presentations that provided more training and clarity on business best practices.
- Participated in a data compliance project that helped clear unused customer data. Ultimately, providing more accurate customer information.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
Software Knowledge
Software Knowledge
- Windows
- Excel
- Microsoft Word/Office
- PowerPoint
- Outlook
- Microsoft Teams
- Sharepoint
- Oracle
- Kronos
- Okta
- Qfiniti
Certification
How to be a successful mentor: Completed 20 hours of class led training. Received certificate of completion.
Timeline
Customer Support Specialist II
Wyndham Destinations
01.2015 - 10.2024
Monitoring Agent
Protection One
09.2014 - 01.2015
Scheduling Coordinator
Quinstreet
03.2013 - 08.2014
Financial Service Advisor
JP Morgan Chase Bank
04.2009 - 02.2013
Sr. Benefits Analyst
Hewitt Associates
08.2002 - 08.2008
Edgewater High School
High School Diploma
How to be a successful mentor: Completed 20 hours of class led training. Received certificate of completion.
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