Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Tonya Alford

Hampton,VA

Summary

Professional with substantial experience, ready to excel in this role. Expertise in efficiently managing document workflows, ensuring accuracy and timely completion. Strong focus on collaboration and achieving results, adaptable to changing needs. Known for reliability, attention to detail, and problem-solving abilities.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Scanner and Prepping

ScansAmerica
09.2023 - Current
  • Gathered, sorted and scanned documents to enter into computer system.
  • Collaborated with team members to establish best practices for the scanning process, increasing overall productivity.
  • Ensured timely completion of scanning projects by prioritizing tasks and following strict deadlines.
  • Managed sensitive documents with confidentiality and discretion, adhering to company policies and regulations.
  • Provided access to records for digital and non-digital storage and retrieval.
  • Minimized errors through careful attention to detail during the document preparation process prior to scanning.
  • Maintained high accuracy levels with thorough quality checks on scanned documents.

Dietary Aide

The Chesapeake Retirement Home
05.2022 - 09.2023
  • Kept all kitchen areas clean, tidy and free of hazards.
  • Served meals to residents in accordance with established schedules and dietary procedures.
  • Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
  • Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
  • Discarded outdated food products and maintained waste disposal procedures.
  • Delivered nourishment and supplements to nurse station for distribution to specific residents.
  • Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.

Home Health Aide

Home Instead Senior Care
01.2021 - 04.2022


  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Followed nutritional plans to prepare optimal meals.
  • Provided transportation and appointments management.

General Manager-Assistant Manager

Little Caesars
09.2015 - 06.2020
  • Managed a diverse team, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with employees to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development and forecasting sales from previous year.
  • Maximized efficiency by coaching. Industry practices, company procedures, and technology systems.
  • Built customer and employee loyalty.
  • Processed payroll
  • Prepared deposits
  • Established comprehensive employee training, improve productivity.
  • Hiring employees
  • Completing new hire paperwork.
  • Prepared schedule.

Customer Service Representative

Capital One Auto Finance
08.2014 - 05.2016
  • Answering inbound calls.
  • Taking payments
  • 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.
  • Responded to customer requests and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Customer Service Agent

American Staffing
07.2013 - 08.2014
  • Taking inbound calls for auto financing
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

Customer Service Representative Team Lead

DirectTV
02.2004 - 07.2013


  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.

Education

Medical Secretary - Medical Technology

Tri-County Technical School
Bartlesville, OK
05.1989

High school diploma - High School Diploma

Loveland High School
Loveland, CO
05.1984

Skills

  • Human Resources
  • Assistant Manager Experience
  • Management
  • Payroll
  • Supervising Experience
  • Microsoft Word
  • Recruiting
  • Interviewing
  • Employee Orientation
  • Customer service
  • Home Care
  • Senior Care
  • Meal Preparation
  • Caregiving
  • Dementia Care
  • Cleaning Experience
  • Alzheimer's Care
  • Laundry
  • Cooking
  • Nursing
  • Medication Administration
  • Personal Assistant Experience
  • Patient Care
  • Memory Care
  • Medical terminology
  • Patient scheduling
  • Strong organizational skills
  • Patient confidentiality adherence
  • Telephone customer support
  • Patient check-in
  • Medical records management
  • Professional telephone etiquette
  • HIPAA compliance
  • Electronic recordkeeping
  • Payment collection
  • Adaptable to change
  • Administrative support experience
  • Inventory management
  • Time management mastery
  • Database administration
  • Long-term care
  • Appointment coordination
  • Phone reception
  • Data entry
  • Time management
  • Documentation and recordkeeping
  • Computer proficiency
  • Collaboration and teamwork
  • Supply ordering
  • Adaptable and flexible
  • Appointment scheduling
  • Medical records maintenance
  • Data entry software
  • Scheduling tests and procedures
  • CPR certified
  • Patient database maintenance
  • Cash handling
  • Team management
  • Inventory control and record keeping
  • Customer engagement
  • Staff management
  • Active listening
  • Attention to detail
  • Dispatch software
  • Stress tolerance
  • Dispatching procedures
  • Schedule coordination
  • Updating logs

Certification

  • CPR, Present
  • First Aid Certification, Present

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Scanner and Prepping

ScansAmerica
09.2023 - Current

Dietary Aide

The Chesapeake Retirement Home
05.2022 - 09.2023

Home Health Aide

Home Instead Senior Care
01.2021 - 04.2022

General Manager-Assistant Manager

Little Caesars
09.2015 - 06.2020

Customer Service Representative

Capital One Auto Finance
08.2014 - 05.2016

Customer Service Agent

American Staffing
07.2013 - 08.2014

Customer Service Representative Team Lead

DirectTV
02.2004 - 07.2013

Medical Secretary - Medical Technology

Tri-County Technical School

High school diploma - High School Diploma

Loveland High School

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