Tonora Burns
Phoenix,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Customer Service, Dispatcher
MTBA
05.2022 - 10.2024
- Handles incoming non-emergency calls to transport to and from medical appointments while delivering excellent customer service.
- Provides timely and accurate information (ETA) to customers, providers, and drivers.
- Works closely with other departments to resolve customer concerns and needs.
- Improved customer retention rates by providing exceptional support and timely assistance to clients.
- Elevated productivity levels by creating an organized work environment that promoted efficiency among dispatch staff members.
Online Customer Service and Sales Associate
The Home Depot
03.2017 - 04.2022
- Provides fast, friendly, and great service for incoming calls by actively listens to customer assess their needs
- Assist with placing orders, status, and shipping information
- Works closely with vendors, logistics, and consumers
- Knowledgeable of products, services, and tools to sell an entire project
- Partner with stores associate for product availability, online orders, and resolution.
Customer Service Representative/Collector
Macy's
08.2014 - 03.2017
- Handled incoming and outgoing calls from cardholders while providing professional customer service,
- Responding to inquiries on delinquent accounts for all lines of credit.
- Resolving problems and correcting billing errors, process payments, negotiated payment arrangements, payment options, and solutions to bring account current.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
Customer Service Representative
Bank of America
07.2008 - 07.2012
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Interface daily with internal partners in Modification, field services inspector, short sale, operations management, and budget, debt counseling.
- Updated account information to maintain customer records.
- Process payments and negotiated payments options to bring accounts current.
Office Manager's Assistant
American National Insurance Company
09.2005 - 07.2008
- Assists in managing and supervising the insurance team.
- Handling customer inquiries, processing payments, insurance claims, and ensuring the department meets its targets.
- Reports for the agent, reviewing insurance application, working closely with underwriters to ensure policy compliance.
- Process clients transactions and maintained accurate cash drawer, cash and check flows, ensuring compliance with accounting protocols by preparing, reconciling, and report losses in deposit procedures.
Education
Women In Finance -
Fresh Start Women Foundation
Phoenix, AZCustomer Service Training -
Goodwill Employment Training Center
Phoenix, AZGED and Business and Clerical Training -
Phoenix Job Corps Center
Phoenix, AZGS and AA Degree in Communication -
South Mountain Community College
Phoenix, AZ05.2012
Skills
- Customer Service
- Call Center Service Operations
- Complaint Handling/Dispute Resolution
- Sales Lead Generation
- Data Entry/Records Management
- Multiline Phone Use
- MS Word, Excel and Access
Timeline
Customer Service, Dispatcher
MTBA
05.2022 - 10.2024
Online Customer Service and Sales Associate
The Home Depot
03.2017 - 04.2022
Customer Service Representative/Collector
Macy's
08.2014 - 03.2017
Customer Service Representative
Bank of America
07.2008 - 07.2012
Office Manager's Assistant
American National Insurance Company
09.2005 - 07.2008
Women In Finance -
Fresh Start Women Foundation
Customer Service Training -
Goodwill Employment Training Center
GED and Business and Clerical Training -
Phoenix Job Corps Center
GS and AA Degree in Communication -
South Mountain Community College
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