Tonnesha Mccray
Miami
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sagesure
Remote
09.2023 - 03.2025
- Resolved customer inquiries through various channels, ensuring high levels of satisfaction and retention.
- Managed complex service issues by coordinating with internal teams to deliver timely solutions.
- Trained new team members on best practices and company protocols to enhance service delivery.
- Developed and maintained comprehensive knowledge of product offerings, enabling effective customer support.
- Implemented process improvements that streamlined operations and enhanced overall service efficiency.
- Conducted regular training sessions to elevate team performance and improve customer interaction skills.
- Analyzed customer feedback to identify trends, informing strategic enhancements in service strategy.
- Led initiatives aimed at reducing response times, significantly improving customer experience metrics.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Sales Representative
BDC
Miami, FL
09.2022 - 07.2023
- Enhanced customer satisfaction by providing tailored product recommendations and resolving inquiries efficiently.
- Streamlined sales processes, improving response time to customer requests and increasing engagement.
- Mentored junior staff on best practices for customer interactions and conflict resolution techniques.
- Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
- Collaborated with marketing teams to develop promotional strategies that increased upsell opportunities during customer interactions.
- Implemented training programs for new hires, focusing on company policies and effective communication skills.
- Managed complex customer accounts, ensuring personalized service and proactive follow-up on outstanding issues.
- Led cross-functional initiatives aimed at enhancing overall customer experience through process optimization and technology integration.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Receptionist
Wilsome & Johnson Legal Firm
Remote
05.2019 - 08.2022
- Managed incoming calls and directed inquiries to appropriate legal departments.
- Scheduled appointments and coordinated meetings for attorneys and clients.
- Maintained organized filing system, ensuring quick access to legal documents.
- Processed client correspondence and documentation with attention to detail.
- Assisted in onboarding new clients by gathering necessary information efficiently.
- Developed office procedures that improved workflow and reduced response times.
- Mentored junior reception staff on best practices for client interaction.
- Implemented software solutions that enhanced scheduling efficiency and communication.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
Receptionist Administrator
Sunshine Health Centene
Remote
10.2015 - 03.2019
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between healthcare providers and patients to enhance service delivery.
- Utilized electronic health record (EHR) systems to maintain accurate patient information and documentation.
- Trained new staff on administrative procedures and office protocols for improved efficiency.
- Oversaw inventory management of office supplies, ensuring availability for daily operations.
- Streamlined workflow processes to reduce wait times and improve overall patient satisfaction.
- Led initiatives to implement new scheduling software, enhancing appointment management capabilities.
- Developed training materials for administrative staff, fostering a culture of continuous improvement in service quality.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
Administrative Assistant to the Executive Director
Law Office of Smith & Dean
Miami, FL
09.2011 - 08.2015
- Managed executive scheduling and calendar coordination to optimize time efficiency.
- Developed and maintained filing systems to enhance document retrieval processes.
- Coordinated meetings, including preparation of agendas and distribution of materials.
- Assisted in drafting correspondence, reports, and legal documents for review.
- Streamlined office operations by implementing improved administrative procedures.
- Collaborated with team members to ensure compliance with office protocols and policies.
- Trained new staff on administrative practices and software applications used in the office.
- Maintained a professional appearance of common areas including conference rooms and reception area, ensuring a welcoming environment for guests.
- Ensured compliance with company policies and regulatory requirements through diligent record-keeping practices.
- Improved internal communication by creating and distributing timely meeting agendas, minutes, and follow-up action items.
- Planned and coordinated internal meetings, off-site events and team-building exercises by selecting vendors and venues, managing budgets and developing event plans.
- Resolved administrative problems by coordinating preparation of reports, analyzing data and identifying solutions.
- Maximized resource utilization by effectively managing office supplies inventory and proactively identifying opportunities to reduce costs.
- Contributed to company-wide success with cross-departmental support on various projects as needed.
Education
Associate of Science - Communications
Daytona State College
Daytona Beach, FL05-2011
High School Diploma -
Miami Norland Sr High
Miami, FL06-2009
Skills
- Microsoft outlook
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Clerical support
- Sales expertise
- Account management
- Spreadsheets
- POS systems expert
- CRM software proficiency
Timeline
Customer Service Representative
Sagesure
09.2023 - 03.2025
Customer Service Sales Representative
BDC
09.2022 - 07.2023
Receptionist
Wilsome & Johnson Legal Firm
05.2019 - 08.2022
Receptionist Administrator
Sunshine Health Centene
10.2015 - 03.2019
Administrative Assistant to the Executive Director
Law Office of Smith & Dean
09.2011 - 08.2015
Associate of Science - Communications
Daytona State College
High School Diploma -
Miami Norland Sr High