Summary
Overview
Work History
Education
Skills
Timeline
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Tonnia Sutton

Glenwood,IL

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

9
9
years of professional experience

Work History

Licensed Insurance Agent

Primerica
Chicago, IL
02.2023 - Current
  • Developed and implemented sales strategies to increase market share of insurance products.
  • Conducted customer needs assessments to identify appropriate coverage levels and options.
  • Advised clients on their insurance needs and coverage options based on individual requirements.
  • Maintained accurate records of client information including contact details and policy changes.

Customer Service Supervisor

Verizon Wireless
Rolling Meadows, IL
05.2020 - 09.2023
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.

Customer Service Representative

Verizon Wireless
Rolling Meadows, IL
01.2015 - 04.2020
  • 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.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • 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.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Associate of Science - Business Administration

Prairie State College
Chicago Heights, IL

Skills

  • Insurance Sales Strategy
  • Client Relationship Management
  • Client Service
  • Customer Follow-Up
  • Data Collection
  • Information Security
  • Computer Proficiency
  • Call Center Operations
  • Technical Support
  • De-Escalation Techniques

Timeline

Licensed Insurance Agent

Primerica
02.2023 - Current

Customer Service Supervisor

Verizon Wireless
05.2020 - 09.2023

Customer Service Representative

Verizon Wireless
01.2015 - 04.2020

Associate of Science - Business Administration

Prairie State College

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Tonnia Sutton